Address
Form of work Job Summary
Workforce Management (WFM) Analyst monitors real time call volume of inbound call traffic. The WFM Analyst forecasts the call volume, schedules the staff, and monitors the real time activity to ensure optimum efficiencies. Works to ensure acceptable service levels, abandon rates, and active rates. The position also is responsible for intraday analysis of call flow together with monitoring and adjusting staff resources to meet call volume demands and performance goals. On a regular and continuous basis, the WFM Analyst must exercise judgment and assume responsibility for decisions, consequences, and results having an impact on people, costs, and/or quality of service within the organization.
Job Responsibilities
Your main responsibilities as WFM Analyst are as follows:
• Complete and manage schedule exceptions/adjustments for the projects on a daily basis.
• Ensures the accuracy and timeliness of data by working time-off, schedule changes, and other types of requests.
• Analyze past call volume, interval arrival patterns and staffing patterns and provide monthly and other long-range forecasts consisting of required staffing levels to ensure service goals are met.
• Monitor all Real-Time and Intra-Day activities to ensure operational goals are met.
• Accurately track and manage schedule adherence.
• Conduct analysis and recommend solutions to real time performance issues.
• Measure forecasting accuracy and work to reduce variations in order to ensure performance goals are met.
• Prepare daily/weekly/monthly and adhoc reports and distribute to Management.
• Develops strong working relationships within the organization to ensure efficient and effective problem solving and issue.
The above statements are intended to describe the general nature and level of work. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of a member as classified. All members may be required to perform duties outside of their normal responsibilities from time to time, as needed.
You must demonstrate an appropriate level of the following CGI values through the following:
• Quality and Partnership – ensure all assigned deliverables are completed at a high level of quality
• Intrapreneurship and Sharing – collaborate with team members in exhibiting ownership through extending and taking up responsibilities above and beyond the documented TOR if needed, as well as fostering a positive work environment
• Respect – professionalism and proper decorum in all official interactions and functions
• Financial Strength – ensure that 100% of timesheets are submitted timely and accurately and any relevant leaves are accurately reported.
• Innovation – to identify opportunities for innovation and process improvement
• Member metrics – achieve 100% SPP and MSAP participation, 0 to 5% casual sick time, 0% security breach, and adherence to PGDC mandatory objectives
Administrative
• Adherence to all company mandated responsibilities.
The above statements are intended to describe the general nature and level of work. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of a member as classified. All members may be required to perform duties outside of their normal responsibilities from time to time, as needed.
