Wfm Analyst, Scheduling and Rta

Job Summary:
Duties & Responsibilities:
Real-Time Monitoring (25%)
- Monitor the real-time operation of call queues and service levels.
- Take action to maximize schedule adherence.
- Assist in managing phone staffing to ensure service levels are met.
- Monitor shrinkage, schedule adherence, and variance reports of daily traffic volumes.
- Prepare root cause analysis of service level performance and staffing deviations.
- Identify and recommend actions for staffing deviations, including shift extensions, overtime offers, schedule adjustments, and skill changes.
- Execute established business continuity procedures during unexpected outages and incident management events.

Schedule Creation and Maintenance (50%)
- Create and maintain daily, weekly, and monthly schedules for call center and back-office agents.
- Schedule all staff training and coordinate with supervisors to determine optimal times for training, coaching, and departmental meetings.
- Oversee the shift trade process for all team members.
- Conduct ongoing schedule analysis to improve scheduling efficiencies.
- Generate statistical reports of call volume patterns and make accurate decisions on shift placements based on these reports.

Vacation Management (25%)
- Manage the entire vacation and time-off process.
- Create and manage the vacation calendar for all agents and advocates.
- Ensure fair and efficient allocation of vacation time, balancing staff needs with business requirements.

Additional Responsibilities:

- Monitor call routing and provide recommendations for optimal intervals for non-phone activities.
- Ensure that service levels, bilingual coverage and abandon rate targets are achieved consistently by interval.
- Assist with other duties such as IVR testing and other duties as assigned.
- Actively participate in Porter’s Safety Management System (SMS) including, reporting hazards and incidents encountered in daily operations; understand, comply and promote the Company Safety Policy

Behavioural Competencies:
**Concern for Safety**: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others.**Teamwork**: Working collaboratively with others to achieve organizational goals.**Passenger/Customer Service**: Providing service excellence to internal and/or external customers (passengers).**Initiative**: Dealing with situations and issues proactively and persistently, seizing opportunities that arise.**Results Focus**: Focusing efforts on achieving high quality results consistent with the organization’s standards.**Fostering Communication**: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.

Qualifications:

- 2 years of WFM experience with skills in Intraday management, Capacity Planning, Scheduling, and Forecasting.
- Understanding of call center operations & metrics (i.e., AHT, Adherence, Occupancy, etc.) and underwriting productivity metrics (i.e., throughput, turnaround time, etc)
- Proven experience in Workforce Management, particularly in scheduling and real-time analysis within a contact center environment.
- Familiarity with WFM tools, preferably Injixo and Amazon Connect.
- Familiarity with other WFM systems such as Genesys or Calabrio are nice-to-haves.
- Strong analytical skills with the ability to interpret data and make data-driven decisions.
- Excellent organizational and time-management skills.
- Strong communication and interpersonal skills to collaborate effectively with supervisors and team members.

Company Description: