Itcs Help Desk Workforce Management Analyst

This position will serve as the IT Customer Service Help Desk (ITCSHD) Workforce Management Analyst. Work is performed under the general direction of the ITCSHD Operations Manager with extensive latitude for the use of initiative and judgment. This position is responsible for the daily efforts to provide a great customer and employee experience by effectively delivering real-time (intra-day) management with the purpose of optimizing resources to achieve business objectives. Key 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 the IT Customer Service Help Desk.

Essential Job Functions:
Provide real-time monitoring via available tools (Verint Real-Time Adherence, Avaya CMS Supervisor, etc.) and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals / business objectives. (30%)

Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals / business objectives for a multi-site operation. (25%)

Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results. Provide daily/intra-day performance reports to leadership. (20%)

Produces call volume forecasts on a daily, weekly, monthly and annual basis for multi-site operation. Generates short and long-term staffing models and provides recommendations based on analysis. Compares results to forecast and identify opportunities for improvement. (15%)

Generates and evaluates staffing schedules, and ensures data updates into scheduling system. (10%)

Attends work on a regular and predictable schedule in accordance with agency leave policy and performs other duties as assigned.

Knowledge Skills Abilities:
Familiarity with Workforce Management application(s) such as Verint, Workforce Optimization, etc.

Must demonstrate competency in dealing with all levels of employees /management and building strong relationships with teams and all organizational customers.

Must possess strong quantitative, analytical and technical aptitude skills

Must possess the ability to work under pressure, meet deadlines and be accountable for performance.

Must be able to multi-task, be detail oriented and demonstrate strong organizational skills.

Must demonstrate excellent interpersonal skills with all levels of organizational customers and team members.

Must possess the ability to effectively, accurately and concisely convey thoughts and concepts, and provide information to all organization customers.

Must demonstrate the proactive ability to find and define problems, understand business impact, identify solutions and provide recommendations for corrective action.

Must possess the ability to work independently, establish priorities and demonstrate good judgment skills.

Must be willing and able to take the initiative for learning, increasing knowledge and improving skills in a self-directed manner to improve performance and position added-value.

Ability to adapt and excel as a team player in a fast-paced and change-oriented environment.

Registration or Licensure Requirements:
ITIL Certification Preferred

Initial Selection Criteria:
One year workforce management-related experience required.

Additional Information:

MOS Code:
35A, IS, MGT15, 8840, 14FX

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