Workforce Management Analyst


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Overview


Does working alongside business operations professionals, providing insightful analytics, and growing your career with the leader in geographical information systems sound exciting to you? The business support team is looking for a workforce management analyst to optimize the productivity of our support staff and drive the achievement of key performance objectives. You will work independently and collaboratively with operations and offshore partners to accurately forecast interactions and case workload to build work plans that will improve the customer experience. You will identify trends, present data and findings, and make recommendations to stakeholders to support data-driven decision-making. This is the perfect opportunity for a motivated self-starter to become part of an innovative and energetic team that forecasts workload, builds staffing models, and produces reports and dashboards that influence business teams to make informed data-driven decisions.

Responsibilities


  • Develop and analyze support center voice/email/chat volume forecasts and build staff schedule models to optimize coverage to achieve service level goals
  • Optimize and re-optimize staff schedules and queues on an ongoing, regular basis to determine optimal schedule efficiency at monthly, weekly, daily, and interval levels
  • Monitor daily support center service levels and productivity and recommend schedule adjustments, as needed, to achieve service goals in a multi-channel, multi-skill, multi-site environment
  • Maintain support center analyst schedules in WFM (Genesys Cloud), including schedule building, exceptions, and updates
  • Real-time management of the call center queues, adherence, schedule maintenance, and the management of exceptions
  • Develop, prepare, and distribute reports utilizing Genesys Cloud and Salesforce Lightning daily, weekly, monthly, or ad-hoc
  • Act as point of contact for system issues reported by support centers – domestic and offshore teams
  • Perform other duties as assigned

Requirements


  • 2+ years of scheduling, forecasting, and real-time adherence
  • Bachelor’s degree in business, finance, or a related field, or equivalent experience
  • Practical experience with Genesys WFM, NICE, or Aspect
  • Strong communication and interpersonal skills – verbal and written
  • Advanced Excel skills to perform calculations and automation to process large volumes of data, produce graphs and tables, and PivotTables
  • Capacity to multitask and prioritizes effectively
  • Analytical ability to gather and summarize data from varied sources to develop insightful reports and dashboards
  • Ability to establish priorities, identify and resolve recurring issues, work independently, and manage objectives with little supervision

Recommended Qualifications


  • Experience working with Salesforce reports and dashboards
  • Familiar with PowerBI visualization
  • Background in a software-oriented environment

About Esri


Our passion for improving quality of life through geography is at the heart of everything we do. Esri’s geographic information system (GIS) technology inspires and enables governments, universities, and businesses worldwide to save money, lives, and our environment through a deeper understanding of the changing world around them.


Carefully managed growth and zero debt give Esri stability that is uncommon in today's volatile business world. Privately held, we offer exceptional benefits, competitive salaries, 401(k) and profit-sharing programs, opportunities for personal and professional growth, and much more.


Esri is an equal opportunity employer (EOE) and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

 

If you need a reasonable accommodation for any part of the employment process, please email humanresources@esri.com and let us know the nature of your request and your contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this e-mail address.

 

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