About the role
We are seeking a dynamic and experienced Workforce Analytics Manager to join our team. This role is crucial in supporting the daily operations of our Customer Service and Success teams by delivering accurate forecasting, scheduling, real-time management, and operational reporting. You will serve as a key liaison with our external BPO partners and internal departments to ensure optimal resourcing and adherence to operational KPIs.
What you’ll do
Forecasting and Staffing:
- Collaborate with Product and Operations teams to create accurate contact volume forecasts and determine staffing needs for the Customer Service and Success teams.
- Produce long, medium, and short-range staffing forecasts based on operational KPIs and budgetary requirements.
- Work with BPO partner WFM teams to develop efficient agent schedules to meet forecasted demand.
Analysis and Reporting:
- Conduct "what if" analyses and scenario planning to anticipate and mitigate resource shortfalls or overages.
- Lead the design and preparation of operational reports for management and senior leadership.
- Utilize enterprise reporting tools to visualize data from multiple sources.
Operational Coordination:
- Prepare daily, weekly, monthly, quarterly, and annual statistical reports for operations teams using data from various databases.
- Coordinate with BPO RTA staff to optimize interval staffing needs during periods of high volume.
- Manage system updates for agent rostering, including moves, adds, and changes.
Key qualifications
Experience:
- 5-7 years of experience in call center operations, with 3-5 years in a leadership capacity.
- 5-7 years of workforce management experience, with an emphasis on planning and modeling.
Technical Skills:
- Proficiency with WFM applications and scheduling software.
- Expertise in Excel and other reporting software.
Analytical and Communication Skills:
- Strong verbal and written communication skills.
- Ability to analyze, interpret, visualize, and report data clearly to various audiences.
- Proven ability to develop, implement, and manage workforce planning and scheduling in a multi-channel environment.
Personal Attributes:
- Strong attention to detail with strategic thinking and planning skills.
- Ability to work collaboratively across teams and manage multiple projects simultaneously.
- Demonstrated problem-solving abilities and a proactive approach to identifying and addressing challenges.
The national pay range for this role is $120,000-$140,000 in base salary. Individual compensation will be commensurate with the candidate's experience aligned with Flex's internal leveling guidelines and benchmarks.
