Job Title:  Workforce Management Analyst 

Reports To: Contact Center Manager

Status: Full-Time, Permanent

Location Address: 3400 N Central Expy, Suite 410, Richardson, TX, 75080 (full-time on-site)

Pay: $24.00-$31.00 per hour 

Join the team of experts and realize your true potential!

Why You Should Join the Service Experts Team? Our team consists of the very best; we believe in doing what is right for our customers and our employees. We provide our employees with training support and an opportunity for unlimited professional growth. Join us and become an EXPERT!

Position Summary: The incumbent will be responsible for doing both headcount forecasting and creating schedules for current teams and vendor partner(s).  In this role, you will work closely with all Contact Center leadership to build an accurate forecast of our volumes, and schedules that support managing SLA’s for those volumes across multiple teams for the Service Experts Call Center business.

Key Responsibilities:

• Creating, generating, and maintaining regular operational reports and dashboards in Microsoft Excel, PowerPoint, and Power BI
• Collaborates with leadership using trends and reports to forecast requirements for scheduling
• Provides guidance on workforce strategies
• Communicate with front line leaders on staffing
• Present forecast/scheduling data with executive leadership
• Utilize all SLA/metric targets and how to achieve success
• Maintain a scheduling database
• Monitor agent schedule adherence
• Participate in budget related tasks
• Other tasks and projects as assigned

Required Qualifications:

• Possess a college degree (BA in communications, Certificate of WFM, from an accredited learning facility)
• Have a minimum 2 years of experience in a WFM analyst role forecasting and scheduling for large, diverse teams
• Proven track record of success
• Demonstrable skill set in reporting out to executive business leaders (both development/running reports and with regard to presentation)
• Be able to work flexible hours when necessary or called for during transitions
• Be comfortable in an open concept office working environment

What Do We Offer You as a Service Experts Employee? Service Experts offers a comprehensive benefits package designed to support employees and their families in managing their health and wellness needs, including:

• Competitive Pay with incentive opportunities.
• Paid Time Off and Company Holiday Pay.
• Medical, Dental, and Vision Insurance programs.
• 401(k) Retirement Savings Plan with company matching contributions.
• Life Insurance and disability insurance options.
• Supplemental benefit programs.
• World Class Training opportunities through our Experts University.
• Career Development opportunities.