Workforce Management Analyst

Get to know our Team:

• Candidate will serve as Workforce Management Executive in a Payment Operations department, responsible for all WFM tasks within the Fulfillment department.
• Key responsibilities will include attendance, scheduling functions, as well as reporting.

The day-to-day activities:

• Prepares schedule for staff.
• Reconciles attendance daily with employee timesheets against schedule and time in/time out reporting.
• Manages changes to scheduling to ensure adequate daily resource coverage.
• Communicate with management and operations team to ensure compliance with company standards.
• Maintain running report of attendance intraday.
• Ensures hours are accurately accumulated.
• Monitor attendance and schedule adherence.
• Processes schedule trade requests for posted schedules.
• Processes management requests for modifications of scheduling events (meetings/training, etc.).
• Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.
• Provides analytical support for special projects.
• Collaborate with Fulfillment Operations Department Management on identifying opportunities to further optimize our workforce.
• Communicates and works with staff members, management, Human Resources, and Accounting.
• Performs any other related duties as required or assigned.
• Resource Planning - drive the workforce strategies, planning and analysis of resources across the region.

The must haves:

• >1 Years experience in Workforce Management, preferably in contact centers with at least 50 employees.
• Bachelor degree preferred, or 3 plus years relevant work experience.
• Have a good skill in Microsoft Excel/Google Sheet.
• Experience with Workforce Management software (scheduling, performance tracking, reporting).
• Demonstrated strong analytical skills, with emphasis on forecasting.
• Ability and willingness to learn new software applications.
• Skills in complex problem solving, judgment, critical thinking and decision making.
• Ability to organize information and have attention to detail and accurately follow process.
• Ability to work alone with minimum supervision and with others in a team environment, occasionally under time pressure and on several tasks at the same time.
• Ability to effectively communicate orally and in writing with co-workers, management team, other Departments, vendors, and outside agencies, including being sensitive to professional ethics.
• Ability to sit the entire work day viewing a computer monitor.
• Ability to work occasionally evenings and weekends to meet deadlines.