Workforce Management Analyst (WFM) - Remote Contract
Remote · Vertrag
Bewerben Sie sich als Erste/r!
- Erfahrung
- Beliebig
- Gehalt
- USD 44 – USD 47 / hour
- Stellenangebote
- 1
- Veröffentlicht
- vor 2 Stunden
- Arbeitsmodus
- Arbeiten von zu Hause
- Ausbildung
- Hochschulabschluss oder GED
- Wieder aufnehmen
- Bewerbung erforderlich
Stellenbeschreibung
About the Role
The Fountain Group is looking for a meticulous Workforce Management (WFM) Analyst to join their remote team supporting a healthcare contact center. This position is designed for individuals experienced in workforce management and contact center operations who excel in dynamic, data-driven settings. The analyst will ensure optimal staffing aligns with operational goals, maintaining service levels effectively.
Key Responsibilities
- Track and oversee live agent statuses, phone queues, and staffing levels.
- Communicate with agents to ensure schedule adherence and facilitate schedule changes.
- Collaborate with supervisors to manage agent statuses, phone queue challenges, and skill assignments.
- Adjust schedules to account for meetings, absences, and other staffing variations.
- Arrange ad hoc offline periods in coordination with leadership throughout the day.
- Perform comprehensive workforce management tasks including forecasting, scheduling, intraday adjustments, tracking shrinkage, and reporting.
- Analyze call volumes, staffing patterns, and performance data to enhance resource deployment.
- Develop reports, training materials, process documentation, and other relevant documentation.
- Regularly evaluate schedule adherence and propose improvements.
- Maintain the workforce management systems and assist with WFM reporting requirements.
Required Qualifications
- Experience in Workforce Management within medium or large contact centers.
- Familiarity with contact center operations.
- Excellent detail orientation and strong analytical capabilities.
- Advanced proficiency in Microsoft Excel.
- Competence using Microsoft Visio and PowerPoint.
- Strong abilities in producing well-detailed documentation, training guides, and process manuals.
- Effective verbal and written communication skills.
- Knowledge of forecasting, scheduling, intraday management, shrinkage, and reporting activities.
- Minimum education: High school diploma or GED; college degree preferred.
Preferred Qualifications
- Experience using WFM tools like NICE InContact or Five9.
- Background in training or coaching contact center employees.
- Expertise in reporting and analyzing data.
- Ability to influence key stakeholders and collaborate across teams.
Job Details and Conditions
This is a 6-month contract position, fully remote within the U.S., requiring availability Monday through Friday from 10:30 AM to 7:00 PM CST. The pay range is $44 to $47 per hour. Applicants must be prepared to work these specified hours.
Additional Information
By submitting an application, candidates agree to be contacted via phone calls, automated calls, texts, or emails by The Fountain Group and its affiliates or partners. Message frequency may vary and standard message/data rates may apply. Carriers are not responsible for delayed or undelivered messages. Recipients can text STOP to opt-out or HELP for assistance. The company's privacy policy is available upon request.