Workforce Management Analyst

The Workforce Management Analyst role will be responsible for interpreting customer contact data, formulating, and implementing modifications to staffing plans for employee schedules and skill assignments to balance resources, both in real time and for future planning. This role will provide input and assist in the management of staff resources dynamically to support call center network goals and expectations. This role will also process timely, accurate reports on performance, goals, actions taken and needed to meet our daily goals. This position supports both internal and outsourced contact centers.

What you'll do:

Essential Duties and Responsibilities

• Closely monitor contact center volume (voice, social media, etc.) routed to multiple outsource partners and internal ABG contact center, and make decisions to obtain service and budget levels determined by management
• Adjust routing on a real-time basis to allocate to different skills and/or vendors based on service level or contractual metrics
• Coordinate with IT Security to create new employees in the "SSO" systems (Symbee, Amazon, Verint) and add/adjust/monitor appropriate skills/permissions
• Create/Adjust routing profiles (skills) in ACD and Workforce Management Systems
• Act as point of contact for access/permissions issues related to WFM systems. (Verint, Amazon, Symbee)
• Direct and coordinate the real-time operation. Make decisions related to overtime, vacation, and time off without pay.

• Analyze real time contact center trends including all customer contact volumes/ patterns, staff productivity, absenteeism, and resource allocation.
• Monitor and adjust daily/weekly/monthly employee schedules, and make empowered decisions based on any impact to staffing levels

• Create "Intraday" reporting and distribute to management team
• Interact with Managers, Supervisors, and Outsource Partners throughout the day to optimize performance

• Assists in the recovery from periodic outages and system down-time as they occur within the contact center.
• Monitor severe weather (forecast and current) that may impact volumes, location closures, and inventory loss.
• Monitor airport activity that may impact flight delays and call arrival volume/patters.
• Serve as a primary contact for contact center WFM to make decisions or escalate work related issues in the absence of the department manager and/or scheduling analyst.
• Coordinate/conduct daily briefings with WFM team and leadership team to ensure staffing opportunities are brought to the attention of operations.
• Facilitates recovery efforts from periodic outages and system down time when they occur within the contact center.
• Act as backup for critical roles, including department Scheduler, Forecaster, and Technology Analyst
• Other duties as assigned.

Supervisory Responsibilities

This position does not have a formal supervision responsibility.

Responsibility Scope/Impact (only applies to job families and field positions)

• Level I
  • Monitors call volume of inbound traffic and distributes based on staff availability.
  • Ensures the coordination and adjustment of call volumes in a timely manner to meet customer service level requirements as determined by management.
  • Inputs reference data and populates reports that will be used for capacity planning within the call center.
  • Manages Intra-day functions and alerts management staff of potential areas of concern, making recommendations for improvement of operations for the supported business unit(s)/departments.
  • Coordinates with other departments when system outages occur, and volume must be redirected.
  • Documents Intraday and historical performance results and provides to stakeholders.

• Level II
  • Manages Intra-day functions and alerts management staff of potential areas of concern, making recommendations for improvement of operations for the supported business unit(s)/departments.
  • Creates reports that will be used for capacity planning throughout the call center.
  • Coordinates with other departments when system outages occur, and volume must be redirected.
  • Creates reports that will be used for capacity planning throughout the call center.
  • Documents and delivers software/process training to agents, outsource partners, and stakeholders
  • Acts as subject matter expert related to Workforce Management software and processes
  • Is Cross Trained on either Scheduling, forecasting function, or AWS call flow functions.
  • Leads internal and external staffing meetings and training sessions
  • Takes leadership role as escalation point and trainer for internal and external teams

• Level III
  • Acts in a leadership capacity in the absence of the departmental manager to coordinate the implementation of business unit policies and procedures.
  • Serves as a decision maker in managing the daily volume and staffing levels to obtain service level and budget standards as established by management.
  • Serves as the alternate scheduler in the absence of the Department Scheduler.
  • Serves as alternate network forecaster in absence of Department Forecaster
  • Analyzes call center trends, to include call volumes, call patterns, staff productivity and resource allocation to optimize overall business unit/brand performance.
  • Participates in the development of cross business unit functionality as appropriate.
  • Is Cross Trained on both Scheduling, Forecasting (short term and/or long term), and critical AWS functions
  • Leads internal and external staffing meetings and training sessions
  • Takes leadership role as escalation point and trainer for internal and external teams

What we are looking for:

• High School diploma or equivalent is required.

• 1-2 years prior RPM / WFM experience as a Traffic/Scheduling Analyst
• Two years' experience in a Call Center environment (or equivalent of professional experience).
• Knowledge of Verint WFM Software (preferred) or similar application (NICE/IEX, E-WFM, Genesis, etc.)
• Intermediate knowledge of ACD Technology (AWS-preferred, Avaya, Aspect, etc.)
• Two years' experience in a Call Center environment
• Requires a high level of computer expertise, including MS Office Suite. (SQL experience a plus)
• Ability to analyze and interpret data
• Ability to communicate with all levels of company leadership and call center personnel
• Ability to manage multiple projects and tasks and multitask in a fast-paced environment
• Ability to prioritize and organize effectively
• Regular and punctual attendance is required
• Ability to work in an expanded hours operation, including evenings and weekends

Travel Requirements

Minimal travel is required

Perks you'll get:

• Access to Medical, Dental, Vision, Life and Disability insurance

• Eligible to elect other voluntary benefits including: Group Auto Insurance, Group Home Insurance, Pet Insurance, Legal Assistance, Identity Theft Protection, FSA, Accident Insurance, Critical Illness Insurance, and additional life insurance coverages
• 401(k) Retirement Plan with company matched contributions
• Full training to learn the business and enhance professional skills
• Employee discounts, including discounted prices on the purchase of Avis/Budget cars

• Access to an Employee Assistance Program for services including counseling, financial and legal consultation, referrals for care service and more
• Community involvement opportunities

Good-Faith Salary Range:

The starting hourly rate for this position is $25.00- $28.00 hourly. Factors which may affect starting pay within this range may include [geography/market, skills, education, experience and other qualifications of the successful candidate].

This position is also eligible for up to 10 % bonus opportunities. [long-term incentive compensation awards].

Who are we?

Glad you asked! Avis Budget Group is a leading provider of mobility options, with brands including Avis, Budget & Budget Truck, and Zipcar. With more than 70 years of experience and 11,000 locations in 180 countries, we are shaping the future of our industry and want you to join us in our mission. Apply today to get connected to an exciting career, a supportive family of employees and a world of opportunities.

The fine print:

Avis Budget Group is an equal opportunity employer - M/F/Veterans/Disabled.

This advertisement does not constitute a promise or guarantee of employment. This advertisement describes the general nature and level of this position only. Essential functions and responsibilities may change as business needs require. This position may be with any affiliate of Avis Budget Group.