XTN-0202886 | QUALITY ASSURANCE ANALYST

Functional overview

The WorkForce Planner  is responsible for tactical implementation of Forecasting and Scheduling efforts within the WFM Tool to proactively and effectively drive Client KPI achievement.  Key functional responsibilities include the ability to demonstrate a strong understanding of how forecasting of volumes, AHTs, Shrinkages, Occupancies, and other critical Forecast drivers directly correlate to optimal schedules to allow the Real Time Team to be as successful as possible in meeting Client KPIs.

Duties and responsibilities

• Responsible for their respective Staff Plans
• Provides proactive analysis to reflect LOB trends & recommendation
• Tactical implementation of mutually agreed upon processes, procedures, policies, KPIs, etc…
• Effectively uses communication methods to communicate concepts, strategies and analysis
• Responds creatively to work challenges and proactively makes recommendations
• Learns and challenges the ACD & WFM tool(s) in order to effectively and tactically drive KPIs
• Maintains short term Forecasting and Staffing criteria through use of WFM tools and Staff Plans
• Manages metric achievements especially those Key KPIs that affect the financial performance
• Works with Ops, Training & Recruiting to proactively provide new hire schedules
• Ensures all metrics/information needed for Forecast & Schedule runs are accurately maintained in the appropriate softwares
• Provides general and adhoc reporting as appropriate for internal and external customers
• Other duties may be assigned

Minimum qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience: High school diploma or equivalent; three (3) or more years related forecasting and scheduling experience, with strong operations background, preferably in a high demand production environment. Ideal candidate will possess knowledge of contact center agent operations.

 Language Ability: Ability to read, analyze, and interpret company software, guidelines, health references, professional journals, technical procedures, or governmental regulations. Ability to effectively present information and respond to questions.

Math Ability: Ability to calculate figures and amounts. Ability to apply concepts of basic algebra.

Technical skills: Word Processing, Spreadsheets, E-mail, database software, and Internet software.  WFM tool experience a must.