Workforce Management Analyst

Virtual Req #172
Thursday, May 9, 2024

Position Summary:

The Workforce Management Analyst will assist all Calabrio Workforce Management (Calabrio WFM) functions, including forecasting, scheduling, real-time monitoring, reporting, and administration of the Calabrio WFM software application. This individual will provide support to continuously tune and optimize the operational effectiveness of all learner-facing groups (i.e., Admissions, Learner Success, Financial Services, Education, B2B Service, etc.) across all Penn Foster Group brands.  They will support over 300 customer-facing employees by analyzing data to effectively match capacity with demand on a daily basis. 

The Workforce Management Analyst will possess an in-depth working knowledge of the customer-facing groups in the Learner Success Center. They will participate in leveraging these technologies to continuously improve customer/employee self-service and the total customer experience, all while simultaneously identifying and acting on opportunities to reduce operating costs. The Workforce Management Analyst will observe and maintain best practices in decision making regarding scheduling as a prerequisite to achieve service levels (SL) & occupancy goals on a weekly, daily, and intraday level.

Essential Job Functions:

  • Plan, organize, and control resources for maximum utilization and excellent learner service
  • Monitor queues, campaigns, and schedule adherence in real time
  • Identify and research service level risks for problem resolution and management notification
  • Provide feedback to management on productivity, adherence, performance, and results
  • Develop long term capacity plans and provide recommendations to each business unit
  • Maintain and recommend improvements in real-time responsiveness to management and team leads
  • Assist in managing vendor partnerships to keep initiatives and projects on track
  • Produce consistent and sound reports for management; configure report automation and scheduling
  • Monitor Calabrio WFM Adherence software for schedule and activity alarms, and maintain application as needed
  • Escalation of real-time concerns to management with recommendations for immediate action
  • Update Calabrio WFM with employee information for all new hire classes (import all employee information, create login IDs, create and assign rule sets and shift bags as needed)
  • Review all Schedule Change Request form submissions.  Make any necessary changes or consult with workforce management team
  • Facilitate training for all new hires for Calabrio WFM application, and assist Workforce Management Analyst with setup and training of Calabrio WFM for management and team leads
  • Facilitate weekly workforce meeting with team management, and provide updates and meeting notes
  • Assist department leaders with scheduling team meetings, all hands meetings, specialized trainings, etc., and update Calabrio WFM with activities for such events

 

Knowledge, Skills, Abilities:  

  • Minimum of one (1) year of workforce management experience in a multi-channel call center environment, preferably in contact centers with at least 150 employees 
  • Knowledge in Automatic Call Distribution (ACD) technology and experience with forecasting / scheduling software, preferably Calabrio WFM 
  • Intermediate knowledge of call center management and all related calculations 
  • Proven ability to develop and execute plans that meet or preferably exceed established SL and efficiency goals 
  • Excellent customer support skills  
  • Strong attention to detail  
  • Bachelor’s degree preferred 
  • Familiarity with Five9 call center platform preferred 
  • Ability to work with constituents at all levels within the organization 
  • Excellent verbal and written communication skills 

 

About Us: At Penn Foster Group, we are transforming online learning to help learners by bringing together Penn Foster, CareerStep, Ashworth College, James Madison High School, the New York Institute of Photography, the New York Institute of Art and Design, and other education platforms. Together, we create an accelerated path to greater economic mobility through real-world skills and knowledge that enable learners to achieve long-term success in the workplaces of the future.  Our history dates back to 1890 when our founder, Thomas Foster, pioneered distance education by offering training by mail for coal miners to get the necessary skills for safer jobs. Today, with the partners who use our education and training programs, we continue that mission of providing accessible training and education for in-demand skills and are building a workforce that’s prepared for the future job market.

Equal Employment Opportunity: We strive toward Diversity, Equity, and Inclusion at Penn Foster Group by intentionally building teams that are diverse – in identities, lived experiences, and ideas to create a culture where people feel connected to each other and have a sense of belonging. We value diversity, equity, and inclusion because it is the foundation that enables us to achieve what we set out to do as an organization – from maximizing the number of learners who can reach their goals while giving them the kinds of experiences we want them to have, to becoming the type of company we want to work in.  

What We Offer: We offer a robust benefits package that includes medical, dental, vision, flexible spending, generous paid time off, sponsored volunteer opportunities, a 401K with a company match, plus free access to all of our online programs.

Other details

  • Pay Type Salary