Workforce Management Analyst – Jacksonville, FL

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There is no more exciting place in financial services than prepaid cards, and prepaid is what FSV is all about. With a decade of experience, FSV is a leader in delivery of prepaid program management and processing services. We process hundreds of programs and millions of cards each year so, while many companies are downsizing, we are growing and looking for talented professionals to join our team.

Workforce Management Analyst Job Description
The Workforce Management Analyst position is responsible for the daily efforts to provide a great customer and employee experience through effectively scheduling and providing real-time (intra-day) management to optimize resources to achieve business objectives. Functional responsibility includes the ability to demonstrate a strong understanding of how planning/forecasting staffing requirements translate to the creation of optimal schedules and real-time (intra-day) management to support multi-site contact center operations. This position will focus on forecasting, scheduling, and real-time management.

The core schedule for this position will be 12p-9p during week days and rotating weekends with a schedule of 8a-5p / 9a-6p. The person in this role will need flexibility to adjust their schedule to meet business needs.

Responsibilties:

Create schedules and optimized staffing strategies (arrival pattern trends, holidays/seasonality/ business impacts, shift recommendations, off-line activities, etc.) that support a multi-site and multi-skilled call center environment.
Review scheduling efficiency and provide recommendations for extra hour requirements, shift alignment changes, attrition backfill, etc.
Provide analysis on correlation accuracy between staffing model requirements and actual schedules to meet service level objectives.
Review and approve PTO (personal time off) requests to meet business objectives and employee requirements.
Provide real-time monitoring to make intra-day adjustments to maximize resource efficiency and achieve service level goals / business objectives.
Perform continual analysis of current performance and conduct real-time re-forecasting to make necessary adjustments in staffing plans to achieve service level goals / business objectives.
Maintain constant communication with Call Center Leadership to coordinate needed staffing adjustments based on current and forecasted results.
Provide daily/intra-day performance reports to Call Center Leadership.
Track, address and escalate interrupted work (including system issues) while reporting any significant developments and providing reallocation recommendations.
Assist with providing analysis on drivers of actual performance compared to forecasted / scheduled plan.
Prepares/audits daily, weekly, and monthly reports for internal and external distribution.
Perform other related duties and assignments as required and as assigned by the Manager, Workforce Management

Required Experience:

2-3 years experience performing Workforce Management functions (forcasting, scheduling, real-time management, etc) or comparable work experience.
Must be proficient with Excel, and have a strong working knowledge of Windows based programs (Word, Outlook, etc.).
Must have the ability to organize and analyze data in a structured manner.
College degree in Business Administration, mathematics or equivalent experience.
In depth knowledge of call center staffing, forecasting and overall operations
Strong computer and software skills, particularly with Excel
Ability to manage multiple tasks
Ability to think and act strategically
Strong attention to detail including exceptional research skills and resourcefulness

CONTACT
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