Management Consultant, Workforce Management Process Engineer

Management Consultant, Workforce Management Process Engineer

Summary:

Our consultancy is looking for highly motivated and talented individuals. We are looking for peak performers who have a passion for business, a joy in solving problems and a work ethic that doesn't rest until the job is done.

Our client, a federal government agency, includes a contact center operation where the Workforce Management (WFM) program is responsible for ensuring that calls and other customer service interactions are handled by Customer Service Representatives (CSRs) in a manner that increases productivity of the employees and enhances service levels (SLAs) for the organization.

Accordingly, the Workforce Management Process Engineer is responsible for tactical planning and schedule adjustments, intra-day management, and historical trend analysis to ensure the contact center achieves service levels and key performance indicators on a daily and interval basis. Areas of focus include, but are not limited to scheduling, daily staffing requirements, forecasting procedures, service level, outliers, handle times, shrinkage, occupancy, and other contact center metrics. Daily and ad-hoc report generation, intra-departmental communication and relationship building are key aspects of this role. In addition, the WFM Process Engineer will display the operational, procedural, and data analysis skills to achieve service level objectives and improve efficiencies and deliver a world-class customer experience while controlling expenses.

Essential Duties and Responsibilities:

• Forecast all inbound call volume and workload over short- and long-term projection periods, utilizing workforce management software systems to identify workforce staffing levels. Schedule employees per the projected staffing needs. Service level achievement is the goal in all forecasting.
• Analyze individual customer service representative performance trend reports and communicate issues to management. Prepare periodic reports on an individual team, function, and department and covering all performance goals and real time adherence levels for the use in weekly, monthly, and annual performance appraisals.
• Analyze trends within assigned operations, including contact volumes, contact patterns, staff productivity, staff capacity and resource allocation, and use the analysis results to forecast contact arrival patterns, across all channels.
• Serve as an internal expert on Key Performance Indicators (KPIs) that impact the contact center ability to consistently meet its service level goals.
• Coordinate with managers and trainers on short term planning and scheduling of department activities in the contact center.
• Participate in reviewing and refining the WFM process and tools used for new hire training.
• Provide analytical support for special projects.
• Provide real time and historical contact center data to management team, including key performance indicators such as AHT, Shrinkage, Adherence, Service Level etc., working closely with them to proactively identify ways to improve results.
• Recommend, organize, develop and help implement process improvements using experience and facts to support.
• Organize annual and semi-annual shift and PTO bids.
• Extensive knowledge of call recording, quality assurance, workforce management, analytics, and reporting.
• Knowledge working with WFM products such as Genesys, Calabrio, Verint, or NICE.
• Participate in the delivery of WFM process optimization, implementation of WFM best practices and reporting, analysis, and database management.
• Document process workflows and support methods for various WFM applications and assist with new initiative rollouts.
• Lead/facilitate meetings with client to ensure an understanding of contact center operations, organizational culture, project objectives, and success criteria.
• Create presentations, reports and other deliverables for clients related to contact center assessment findings, strategy, and recommendations.
• Provide thought-leadership related to maturing client’s WFM management and WFM disciplines.
• Create real-time adherence displays and reports to monitor resource utilization.
• Use historical data to understand trends, expose patterns and forecast future workload demand using statistical forecasting methods such as correlation coefficients, time series analysis and regression analysis, and determine the accuracy of the forecast over time.
• Isolate trends and seasonal patterns to predict future month call volumes and extrapolate the data into daily and hourly volumes and patterns.
• Determine staff required to handle a given workload within desired service timeframe considering call arrival rates, queuing scenarios and service levels.
• Create schedules that will best match the call center workforce to the expected workload.
• Evaluate tradeoffs to determine the impact of staffing on service, productivity, and costs.

Education, Experience, and Skills:

• Minimum of 5 years inbound contact center experience.
• Experience with one of the following WFM packages is required: Nice, Calabrio, Verint or Aspect.
• Experience with one of the following telephony platforms is required: Nice InContact, Cisco, Genesys or Avaya.
• Must be proficient in MS Excel and have a solid background in all MS Office products.
• Strong analytical and problem-solving skills. Experience analyzing, interpreting and summarizing complex data as it relates to contact center technologies and processes.
• Proven communication across all levels including front-line associates, management, peers, and senior management.
• Bachelor’s degree required.
• Flexibility – adaptable and flexible to work environment, including but not limited to working the hours required to meet business needs, multi-tasking, and easily adapting to changes with minimal notice.
• Excellent written, verbal, and interpersonal skills.

Job Type: Full-time, Remote

The position is full time and will include a base salary, plus commission, and full benefits, including health, dental, vision, life, disability, vacation, and 401(k) with company match

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