Overview We are looking for a Workforce Management Analyst 2 to join our team and help us deliver all WFM tasks within the service center. The ideal candidate will have a strong understanding of WFM principles and practices, as well as experience in planning and scheduling, attendance management, and performance reporting. They will also be able to work independently and as part of a team and have excellent communication and customer service skills.
Driving exceptional outcomes with purpose-built solutions.
Tek Experts is a tech services and support company focused on delivering specialized and unique solutions for clients. We re problem solvers, engagers, and creative thinkers who always strive to help our customers succeed. Our agile, relationship-based support helps the largest, most innovative enterprises thrive. If you crave problem-solving, finding improvement in process, learning, and working within a diverse global team, youre the fit were looking for. Join our global team of experts and grow your IT career with us.
Tek Experts is part of TeKnowledge where innovation meets purpose. We re transforming the tech landscape globally, delivering advanced technology services, cybersecurity expertise, and unmatched technical skilling, tailored to the unique landscapes of public and private sectors.
Responsibilities - Prepare reports on staff attendance and performance in due time, including but not limited to:
- Capacity planning.
- Service level.
- Other performance-related analysis.
- Share findings with management to coordinate actions needed.
- Reconcile daily attendance with employee timesheets against schedule and time in/time out reporting.
- Monitor real time performance for each LOB, including but not limited to:
- Service Level.
- Occupancy.
- Schedule Adherence.
- Staffing Attainment.
- AHT.
- Staffing Requirements.
- Communicate with management and operations team to ensure compliance with company standards and requirements.
- Ensure hours are accurately accumulated and categorized in a format compatible with company and department payroll procedures.
- Analyze PTO submissions and approve/deny based on their effect on operations as per Cap Plan assumptions.
- Analyze and submit schedule trade requests for posted schedules.
- Process management requests modification, scheduling events and ensures the process is being followed by the entire operation and WFM team (meetings/training, etc.).
- Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.
- Communicate and work with staff members, management, Human Resources, and Accounting.
- Manage, track, compile, check and report weekly and bi-weekly payroll for the entire account.
- Manage Staff list updates, HC reports, Master Roster and align changes/updates with Global WFM to reflect accurate HC accuracy for the entire operation.
Qualifications - 4+ years of experience in workforce management.
- Experience in capacity planning, service level analysis, and performance reporting.
- Experience working with teams in other countries.
- Strong computer skills: Proficiency in Excel (Spreadsheet modeling required) and other MS Office products.
- Proven track record in a service center, ideally in a BPO environment.
- Experience with WFM Applications (Teleopti/Calabrio, NICE IEX, Aspect, Verint or Genesys) is a plus.
- Advanced Excel Knowledge is a plus.
- Experience in general scheduling practices is a plus.
- Ability to solve problems and resolve conflicts.
- Strong numerical and analytical ability.
- Strong attention to detail.
- Professional fluency in English is essential, both written and oral.
- 4+ years of experience in workforce management.
- Experience in capacity planning, service level analysis, and performance reporting.
- Experience working with teams in other countries.
- Strong computer skills: Proficiency in Excel (Spreadsheet modeling required) and other MS Office products.
- Proven track record in a service center, ideally in a BPO environment.
- Experience with WFM Applications (Teleopti/Calabrio, NICE IEX, Aspect, Verint or Genesys) is a plus.
- Advanced Excel Knowledge is a plus.
- Experience in general scheduling practices is a plus.
- Ability to solve problems and resolve conflicts.
- Strong numerical and analytical ability.
- Strong attention to detail.
- Professional fluency in English is essential, both written and oral.
- Prepare reports on staff attendance and performance in due time, including but not limited to:
- Capacity planning.
- Service level.
- Other performance-related analysis.
- Share findings with management to coordinate actions needed.
- Reconcile daily attendance with employee timesheets against schedule and time in/time out reporting.
- Monitor real time performance for each LOB, including but not limited to:
- Service Level.
- Occupancy.
- Schedule Adherence.
- Staffing Attainment.
- AHT.
- Staffing Requirements.
- Communicate with management and operations team to ensure compliance with company standards and requirements.
- Ensure hours are accurately accumulated and categorized in a format compatible with company and department payroll procedures.
- Analyze PTO submissions and approve/deny based on their effect on operations as per Cap Plan assumptions.
- Analyze and submit schedule trade requests for posted schedules.
- Process management requests modification, scheduling events and ensures the process is being followed by the entire operation and WFM team (meetings/training, etc.).
- Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.
- Communicate and work with staff members, management, Human Resources, and Accounting.
- Manage, track, compile, check and report weekly and bi-weekly payroll for the entire account.
- Manage Staff list updates, HC reports, Master Roster and align changes/updates with Global WFM to reflect accurate HC accuracy for the entire operation.
