Workforce Management Intern

Job Summary:
 

The Intern, Workforce Management (WFM) position will be responsible for playing a central role gathering and analyzing data and reporting of Contact Center performance. This role will work with Excel, forecasting software, CRM, and other applications. The WFM Analyst will work closely with Managers and Supervisors to make sure business objectives are attained by optimizing human resources.
 

Main duties include monitoring real time and historical call and staffing patterns, forecasting workloads and staff requirements, tool maintenance, create and delivering reports of shrinkage in schedules. This role will work as a WFM subject matter expert to report schedule adherence and other KPI Metrics as needed, observe and report out on attendance incidents, and communicate KPI data to staff members as necessary. The emphasis is not simply on improving operational efficiency or on managing the workforce effectively but tying actions to the customer experience.
 

Essential Functions

Responsible for daily, weekly and monthly call center reports which highlight call center performance (including, but not limited to Call Volume, Service Level, Average Handle Time, Abandon % and Average Speed to Answer)
 

Participate in other WFM projects as defined by leadership, providing regular report updates, and adhering to project deadlines.
 

Utilize specialized software tools to manage and forecast staffing levels for multiple lines of business (Verint, Excel models, etc.) Provide operational and maintenance support of the WFM tool. Develop schedules to meet contact volumes and service levels for multiple business teams and communicate work/training schedules for agents to operations management.

Knowledge, Skills and Experience:

Working knowledge of inbound and outbound call centers, best practices and forecasting/scheduling a plus 

Skilled in evaluating information and presenting it in a logical manner to select audiences.

Intermediate Microsoft Excel skills required (complex formulas)

Ability to maintain and create reports in Excel to forecast results and trends

Must have strong mathematical and statistical skill set to maintain accurate data reporting and analysis
 

Compliance Requirements:

•               Adhere to all Company Policies, Procedures, and other training consistent with ConnectiveRx's Information Security and Compliance Programs, including but not limited to the following compliances and regulations: SOC1, SOC2, PCI, HIPAA

•             Maintain strict compliance with company and client policies regarding business rules and ethics, as well as applicable local, state and national federal laws