Magic
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5 days ago
About the Client
Our client is a pioneering health and wellness company leveraging cutting-edge science and natural ingredients to restore and optimize the body’s foundational health barriers. Their physician-founded team utilizes advanced technology to preserve and deliver the highest potency bioactive nutrients, supporting immunity, metabolism, and overall vitality. Driven by research and a commitment to quality, their innovative products are trusted by a growing global community seeking transformational health benefits.
Why does this role exist?
This role was created to ensure an exceptional customer experience by optimizing workforce planning and scheduling for a fast-growing, 24/7 contact center. The Workforce Management Analyst will transform complex data into actionable insights, driving efficient staffing and supporting service quality as the company scales. By leveraging analytics and process improvements, this position will empower frontline teams and enable the organization to fulfill its mission of delivering outstanding health solutions.
Our client is a pioneering health and wellness company leveraging cutting-edge science and natural ingredients to restore and optimize the body’s foundational health barriers. Their physician-founded team utilizes advanced technology to preserve and deliver the highest potency bioactive nutrients, supporting immunity, metabolism, and overall vitality. Driven by research and a commitment to quality, their innovative products are trusted by a growing global community seeking transformational health benefits.
Why does this role exist?
This role was created to ensure an exceptional customer experience by optimizing workforce planning and scheduling for a fast-growing, 24/7 contact center. The Workforce Management Analyst will transform complex data into actionable insights, driving efficient staffing and supporting service quality as the company scales. By leveraging analytics and process improvements, this position will empower frontline teams and enable the organization to fulfill its mission of delivering outstanding health solutions.
The Impact you’ll make
Forecasting & Capacity Planning
- Analyze historical data and trends to build short- and long-term volume forecasts across multiple channels.
- Account for seasonality, new product launches, and campaign initiatives in workforce planning.
- Anticipate staffing needs to ensure optimal coverage for a 24/7 operation.
Scheduling & Optimization
- Develop and manage daily, weekly, and monthly agent schedules using Deputy.
- Adjust staffing plans in real-time to align with business requirements and agent wellness.
- Support flexible scheduling to maximize engagement and minimize burnout.
Attendance & Adherence Monitoring
- Track agent attendance, schedule adherence, and manage time-off requests.
- Identify and report on patterns in attendance and adherence for accountability.
- Collaborate with leadership to address recurring issues and improve reliability.
Performance Analytics & Reporting
- Generate and interpret workforce management reports to drive actionable recommendations.
- Monitor key metrics such as staffing efficiency, service levels, and occupancy rates.
- Identify opportunities for automation and process improvements to enhance accuracy and reduce manual work.
Cross-Functional Collaboration
- Partner with CX Talent, Team Leads, and the WFM Lead to support hiring strategies and resource planning.
- Contribute to nesting waves and role-based seat forecasts during periods of growth or transition.
- Communicate findings and recommendations to leadership and relevant stakeholders.