Workforce Management Analyst
TR/077250
Posted: 25/04/2025
- $44 per hour
- United States, Illinois, Lake Bluff
- Contract
Work Force Management Analyst
6-month initial contract
M-F
Remote supporting CST
Shift starts between: 9am/10am CST- 6pm/7pm CST
$40-$44/HR based on location
Orion Group is hiring a Work Force Management Analyst who will be responsible for supporting Workforce Management (WFM) applications for a medium size Agent Contact Center.
This analyst will be supporting the WFM Team, Contact Center Agents, and Leadership with the goal of creating a remarkable impact for our patients and healthcare providers.
This position will ensure the right resources are in the right place at the right time to reduce cost, support operational growth, and ensure the appropriate and productive utilization of contact center resources.
Work Force Management Analyst Responsibilities:
Our role in supporting diversity and inclusion
As an international workforce business, we are committed to sourcing personnel that reflects the diversity and values of our client base but also that of Orion Group. We welcome the wide range of experiences and viewpoints that potential workers bring to our business and our clients, including those based on nationality, gender, culture, educational and professional backgrounds, race, ethnicity, sexual orientation, gender identity and expression, disability, and age differences, job classification and religion. In our inclusive workplace, regardless of your employment status as staff or contract, everyone is assured the right of equitable, fair and respectful treatment.
6-month initial contract
M-F
Remote supporting CST
Shift starts between: 9am/10am CST- 6pm/7pm CST
$40-$44/HR based on location
Orion Group is hiring a Work Force Management Analyst who will be responsible for supporting Workforce Management (WFM) applications for a medium size Agent Contact Center.
This analyst will be supporting the WFM Team, Contact Center Agents, and Leadership with the goal of creating a remarkable impact for our patients and healthcare providers.
This position will ensure the right resources are in the right place at the right time to reduce cost, support operational growth, and ensure the appropriate and productive utilization of contact center resources.
Work Force Management Analyst Responsibilities:
- Generally, supports commodity or generic/unspecified skills, such as Application Support, Business Analyst, Compliance Consulting, Domaine SME, SharePoint BSA
- Relies on instructions and pre-established guidelines to perform the functions of the job. Works under immediate supervision.
- Support Contact Center Workforce Management (WFM) processes for Forecasting, Scheduling, intraday, shrinkage and Reporting Analytics to ensuring business goals, objectives, and service level agreements are satisfied.
- Monitor and analyze call and activity volumes vs. available staff and optimize resource schedules to maintain contact center key performance indicators.
- Maintain and update schedules for staff to ensure optimal coverage with the right resources in the right place at the right time.
- Develop, analyze, and deliver WFM and Contact Center reports with lessons learned from prior day/week/month.
- Day to day- monitoring of call center staff and making business calls, talking about metrics from yesterday, today, and what to do for the rest of the day.
- Maintain and adjust agent resource assignments ensuring they receive the right calls at the right time.
- Review and approve agent time off and schedule change requests.
- The applicant will maintain and update Forecast, Agent Schedules, Intraday, Shrinkage, Reporting, and supporting real-time contact center operations.
- Reviews, analyzes, and evaluates business systems and user needs.
- Documents requirements define scope and objectives and formulate systems to parallel overall business strategies.
- Research and analyze agent schedule adherence issues/concerns and deliver suggestions for improvement.
- Prior medium to large call-center experience required
- Prior WFM administrative and real-time scheduling support
- High school diploma or GED equivalent required-College degree preferred
- Establishing resource schedules
- Supporting intraday real-time scheduling activities
- Identifying and delivering real-time schedule staffing decisions
- Developing, analyzing, and delivering WFM and contact center reports
- Maintaining and administering the WFM platform (Verint)
- Ability to communicate in a clear and professional manner (both written and verbal) to all levels of management
- Experience training individuals or groups on new concepts and processes
- Experience coaching agents to drive performance improvement
- Ability to influence and lead others without direct authority
- Innovative problem solver with an attention to detail and a focus on accuracy
- Experience with WFM platforms preferred (i.e. Five9/VO, NICE InContact)
Our role in supporting diversity and inclusion
As an international workforce business, we are committed to sourcing personnel that reflects the diversity and values of our client base but also that of Orion Group. We welcome the wide range of experiences and viewpoints that potential workers bring to our business and our clients, including those based on nationality, gender, culture, educational and professional backgrounds, race, ethnicity, sexual orientation, gender identity and expression, disability, and age differences, job classification and religion. In our inclusive workplace, regardless of your employment status as staff or contract, everyone is assured the right of equitable, fair and respectful treatment.
Danielle StGeorge
Recruiter
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