How Will Your Role Impact First Command?

 

First Command has a deeply embedded foundation with longstanding values and a strong culture of service. In order to become even more client-centric, the organization is seeking to add a Workforce Analyst to drive a comprehensive workforce management strategy and provide organizational insights through reporting. This individual will help us deliver a better client and field experience by ensuring we are efficiently and effectively meeting our respective service KPI’s. 

 

Recognizing the critical role that service plays in delivering a great experience to our clients and the field force, Workforce Analyst will work closely with the Director of Service and Support Strategy to ensure a comprehensive strategy is in place that addresses process improvement, preparation, and automation of reports for department management and leadership. Additionally, the analyst will be responsible forecasting, planning, incident response, flexing, intra-day workflow monitoring, as well as the development of impactful reporting and dashboards that tells the story of the experience being delivered by our service and support teams.  

 

 

What Will You Be Doing?

 

Administer the Workforce Management system for our contact centers, utilizing advanced statistical and mathematical techniques for modeling, forecasting, and complex analytical problem-solving. Develop short-term, mid-term, and long-term capacity plans and forecast models, offering data-driven recommendations to our service and support teams. Collaborate with service and support leadership, presenting staffing adjustment recommendations grounded in data analysis to support contact center staffing decisions. Actively engage with internal stakeholders, providing data expertise, fresh perspectives, and challenging conventional viewpoints to align decision-making with evolving business needs. Drive automation of workforce management reporting through aggregation and visualization tools like Power BI, optimizing data collection, analysis, and reporting for enhanced resource allocation and operational efficiency. Deliver accurate workload predictions for annual budgeting and planning. Scrutinize contact center reports to meet intra-day, daily, weekly, monthly, and executive-level reporting requirements. Monitor real-time contact center queue performance and business Key Performance Indicators (KPIs) to provide tactical solutions for staffing challenges. Ensure all queues meet service objective goals while maintaining expected efficiencies and take proactive steps to mitigate service-disrupting events. Utilize real-time tools to detect trends or issues affecting the client, field, and employee experience. Provide regular and comprehensive analysis of overall contact center performance, tracking, analyzing, and reporting on call center/agent performance using reports from the Workforce Management (WFM) system. Analyze real-time and previous-day volumes to determine appropriate staffing levels on an interval/hourly basis. Supervise workforce and staffing across service center teams, ensuring service levels, client experience, and other KPIs (including intraday staffing requirements) are met. Create staff schedules and corresponding staffing scenarios based on real-time business factors, such as vacation. Ensure actual staffing aligns with forecasted needs while respecting employees' work/life balance. Produce performance reports, engaging with stakeholders to ensure a clear understanding of operational impacts.

 

MINIMUM JOB REQUIREMENTS:

 

2-4 years of Workforce Management experience (experience with Genesys is preferred). Strong communication, interpersonal, consultative, and negotiation skills, with the ability to make effective presentations to various audience levels. Proficiency in analyzing complex issues and providing appropriate advice to internal business partners. Excellent technical aptitude and the capacity to manage multiple priorities. Strong attention to detail and high organizational competence. Ability to multitask in a fast-paced, diverse, and growth-oriented environment. Skill in budget development and operation. High degree of confidentiality maintenance. Deep knowledge of federal and state regulations compliance. Experience in assisting and managing frequent ad hoc projects to support senior management and business decisions. Proficiency with the MS Office Suite, Genesys, and Power BI. Willingness to travel, with the potential for up to 20% of working time spent on travel-related tasks.

 

ADDITIONAL PREFERRED QUALIFICATIONS

 

Bachelor of Business Administration or related field.

 

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