Job: Workforce Management Analyst

ESM is a full service customer contact center with an exclusive focus in the Education Field. We were recently voted as the 3rd best employer in Colorado! We represent well-known national universities, colleges, K-12 tutoring organizations and educational product sales companies. Our company is experiencing incredible growth – quadrupling in size since 2004.

Key Responsibilities:
1. Captures and organizes contact volumes and distribution trends; creates and adjusts forecasts of call volume and handle times, based on history.

2. Develops and adjusts staff schedules, based on analyses and reports. This includes creating staff schedules to handle workload while meeting performance targets, addressing shift needs, schedule availability, and off-phone times; working with business units to adjust scheduling to meet performance requirements; monitoring adherence to work schedules; and generating related reports for management.

3. Completes extensive performance and variance analysis and prepares related reports. This includes providing analysis of daily, weekly, monthly, quarterly and annual performance results; preparing statistics and reports for TLs and management; analyzing variances in order to identify scheduling gaps and develop solutions to close them; and creating a variety of ad hoc reports.

4. Determines hiring and training needs and develops key inputs for the budgeting process.

5. Runs ad hoc analyses to support marketing department, "what if" scenarios and other analyses as requested.

Experience: 2 year workforce management and/or reporting and analytics experience in a call center environment. Experience working with an automatic (ACD) call routing system and an automated Workforce Management System (Aspect).

Technical: Technical understanding of contact center technology (e.g., PBX, ACD, IVR, QM, WFRM, wallboards, dialer, CTI). Familiarity with MS Windows XP Professional and MS Office 2003.

Skills: Strong organizational and time management skills; ability to communicate complex information effectively at all organizational levels; proven analytical abilities and problem solving skills.

Education Required:
Bachelors Degree