Workforce Optimization - Forecast and Scheduling Analyst

Job description

POSITION DESCRIPTION:

This position of Workforce Optimization (WFO)- Forecast and Scheduling Analyst is responsible for supporting the operations of the CEC contact center by managing Departmental, Team, and agent schedules, requests, & real-time activity of the call center and work activities for phone and non-phone positions. The WFO Forecast and Scheduling Analyst has ownership of forecasting annual, quarterly, monthly, weekly, daily workloads, scheduling departmental staff, and assisting in the management of intra-day performance, attendance process, and other duties as assigned. This includes monitoring the WFO intraday Application, Schedule Adherence, CMS application, and Microsoft Excel/Access Reporting. The WFO Forecast and Scheduling Analyst must be able to communicate professionally with agents, team leads, and managers in the following areas: Out of compliance and ASA impacting situations; initiating escalations when required; keeping agent status current in the WFO Application; and publishing required recurring reports. This position also will proactively collaborate with CEC leadership to enhance service delivery and improve efficiency throughout the operation.

The WFO- Forecast and Scheduling Analyst must model the company's core value: passion for innovation, customer obsession, and drive for results while honoring other important elements of our corporate culture, including respect and diversity, ethics and integrity, and safety and sustainability.

A successful candidate will be able to communicate effectively with all levels in the contact center in a calm manner regardless of the situation. They will keep their composure in all situations.

ESSENTIAL DUTIES AND RESPONSIBILITIES

· Forecast staffing and key performance metrics based on annual, monthly, weekly, and daily workload, staffing levels, and operational performance
· Recommend and monitor performance improvement initiatives for the departments supported
· Systems administrator for the WFO Application to include operational settings, access rights, troubleshooting, process management, and other administrator duties as assigned
· Manage CMS application to include agent skills, supervisor displays, advanced call routing, IVR/VRU management, and other phone system duties as assigned.
· Monitor CMS application for agent availability, correct skilling, back up skilling, skill changes, and performance improvement opportunities
· Monitor Real-Time Adherence application for out of adherence, attendance, and scheduling opportunities
· Monitor Pulse application for variations in hourly, daily, or weekly performance trends
· Intraday optimization of break, lunch, eLearning, Coaching, Team Meeting, and Training schedules to ensure a premier customer experience
· Maintain agent status in the WFO Application & Excel Reporting for all CEC Groups
· Manage Time off requests and PTO/Vacation Banks
· Serve as the first point of contact for Agents, Team Leads, CSM's and SCSM's
· Work with CEC Leadership to make real time schedule adjustments to enhance service levels
· Work with CEC Leadership to ensure proper workforce management principles and procedures are being followed
· Escalate to CEC and Operations Leadership when situation persists
· Resolve ad hoc reporting requests by working with Operations or Reporting Leadership
· Interact and with all levels of management, including Telecom, Contact Center IT and SAP team members
· Properly report employee activities including but not limited to: absenteeism, coaching, training, lunches, breaks, PTO, and vacations
· Maintain confidentiality in reviewing/reporting/analyzing agent, team lead, and departmental information from WFO, Reports, and CSM
· Provide backup to other WFO- Forecast & Scheduling Analyst as required

Success will be measured by performance to KPI's, timeliness of reporting, and sense of urgency when managing duties.

COMPANY DESCRIPTION
Electrolux is a global leader in home appliances, based on deep consumer insight and developed in close collaboration with professional users. We offer thoughtfully designed, innovative solutions for households and businesses, with products such as refrigerators, dishwashers, washing machines, cookers, vacuum cleaners, air conditioners and small domestic appliances. Under esteemed brands including Electrolux, AEG, Zanussi, Frigidaire and Electrolux Grand Cuisine, the Group sells more than 50 million products to customers in more than 150 markets every year. In 2014 Electrolux had sales of $14.4 billion and 60,000 employees. For more information go to http://group.electrolux.com

Electrolux is a leading provider in the North American appliance market, and Electrolux Major Appliances North America is our second-largest business sector. With 14,000 people across North America, we have a solid understanding of American consumers' needs and desires that allows us to provide innovative, thoughtfully designed products that help consumers create the well-lived homes they desire.

Desired profile

POSITION REQUIREMENTS:

· High School Diploma; Bachelor's degree preferred
· 2 years of workforce management experience or 2 years reporting/analytics experience to include a high proficiency in Microsoft Excel.

KNOWLEDGE, SKILLS & ABILITIES REQUIRED

· Advanced proficiency with keyboard and Microsoft Office applications
· Systems utilized Avaya/Verint WFM, SAP CRM, Lotus Notes, Avaya CMS, and various company web sites
· Microsoft Excel and Access
· Pro-active thought process
· Strong analytical skills
· Drive for results
· Must have strong oral and written communication skills
· Capable of setting priorities, meeting predetermined deadlines and multitasking
· Strong decision-making skills and willingness to take initiative

REQUIRED LANGUAGES

· English