Contact Center Traffic Analyst
Required skills
- Workforce Management
- scheduling
- forecasting
- intraday management
- service level
- associate preferences
- contact volume
- average handle time
- staffing requirements
- historical trends
Nice to have
- Calabrio
- Verint
- Aspect
Role summary
Rural King is seeking a Contact Center Workforce Management Analyst to manage daily operations, including scheduling, forecasting, and real-time adjustments to meet business needs and service level goals. The role involves analyzing performance data, optimizing efficiency, and partnering with leadership to ensure a positive customer and associate experience. Responsibilities include end-to-end scheduling, accurate forecasting of contact volume and staffing, intraday monitoring and adjustments, identifying staffing gaps, and maintaining WFM systems and reporting. The ideal candidate will have at least 2 years of experience in workforce management or contact center operations, proficiency in Microsoft Excel and WFM software, strong analytical and problem-solving skills, and excellent communication abilities.
Overview
Build Your Career with Rural King
As a Workforce Management Analyst, you will manage Contact Center scheduling, forecasting, and real-time operations to ensure staffing levels align with business needs. You will analyze performance data, optimize workforce efficiency, and partner with leadership to maintain service levels and support a positive customer and associate experience.
Related Job Titles
Contact Center Workforce Analyst • Contact Center Scheduler • Contact Center Operations Analyst • Contact Center Workforce Planning Analyst • Contact Center Real-Time Analyst • Contact Center Scheduling Analyst • Contact Center Performance Analyst • Contact Center Resource Planning Analyst • Contact Center Traffic & Workforce Analyst
Responsibilities
What You'll do
As a Workforce Management (WFM) Analyst you will be: the driving force behind how our Contact Center runs day to day, owning the schedules, forecasts, and real-time intraday decisions that keep service levels on target and set our associates up to succeed.
- Own the end-to-end scheduling process for the Contact Center, building and publishing associate schedules that balance staffing requirements, service level goals, and associate preferences.
- Own forecasting for contact volume, average handle time, and staffing requirements, using historical trends and business drivers to build accurate short- and long-term forecasts.
- Own intraday management by monitoring real-time queues, adherence, and service levels, and making adjustments to staffing, breaks, and skill routing to respond to shifting demand.
- Partner with Contact Center leadership to identify staffing gaps or surpluses and recommend hiring, overtime, or schedule adjustments.
- Analyze historical performance data to identify trends, root causes of service level misses, and opportunities to improve forecast accuracy.
- Build and maintain reporting and dashboards that track key WFM metrics such as service level, occupancy, adherence, shrinkage, and forecast accuracy.
- Configure and maintain the workforce management system, ensuring schedules, forecasts, and business rules stay accurate and current.
- Collaborate with Contact Center trainers and supervisors to schedule around training, meetings, and other non-phone activities without disrupting coverage.
- Communicate schedule changes, forecast updates, and intraday adjustments clearly to leadership and associates.
- Take ownership of challenging assignments and have the autonomy to implement innovative solutions.
- Act as a trusted internal partner across departments to collaborate on initiatives projecting positive business outcomes.
- Actively participate in learning initiatives offered such as training programs, workshops, and webinars. Leverage these opportunities to acquire new knowledge, refine existing skills, and stay current on the latest developments.
- Provide friendly, proactive, and professional internal and external support to others, assisting with inquiries, concerns, and issues promptly and effectively.
- Demonstrate behaviors that exemplify Rural King's Values: People First, Integrity, Attitude, Initiative, Teamwork, Accountability, and Continuous Improvement.
- Perform other duties as assigned.
What We're Looking For
- At least 2 years of workforce management, scheduling, or contact center operations experience, or equivalent combination of experience and education.
- Proficiency with Microsoft Office Suite, particularly Excel, for data analysis and reporting.
- Proficiency with or the ability to quickly learn workforce management (WFM) software (e.g., Calabrio, Verint, Aspect, or similar) and ACD/reporting systems.
- Excellent verbal and written interpersonal and communication skills.
- Demonstrated ability to meticulously review and analyze information, identifying errors or inconsistencies to maintain high levels of accuracy.
- Proven ability to analyze and optimize complex processes to achieve operational excellence.
- Proficiency in time management, including the ability to effectively plan, schedule, and allocate resources to meet objectives.
- Experience managing multiple tasks and maintaining a proactive, results-driven approach.
- Demonstrate a high level of adaptability in response to changing priorities, unexpected challenges, and evolving business needs.
- Demonstrated experience making sound decisions in a professional context, including evaluating options, considering relevant factors, and achieving desired outcomes.
- Strong problem-solving skills to quickly identify and address issues, minimizing potential delays or disruptions.
Qualifications
Physical Requirements
- Ability to maintain a seated or standing position for extended durations.
- Able to navigate and access all facilities.
- Skill to effectively communicate verbally with others, both in-person and via electronic devices.
- Close vision for computer-related tasks.
- Capability to lift 15 pounds periodically.
Supervisory Responsibilities
No
