Wisemen Multimedia, LLC · 3 months ago
Sr. Workforce Management Systems Analyst - Alvaria WFM
United States
Full-time
Remote
Senior Level, Lead/Staff
8+ years expWisemen Multimedia, LLC is seeking a skilled Sr. Workforce Management Systems Analyst to join their Contact Center Support team, which manages a large civilian government toll-free telephony infrastructure. The role focuses on developing operational forecasts, analyzing data, and collaborating with business leaders to optimize workforce management and improve service levels.
AnalyticsBusiness DevelopmentConsulting
Responsibilities
Establish ad-hoc reports, templates, and information (Commissioner mandates, FEMA, emergency procedures)
Make recommendations for improvements in call statistics
Capture web analytics data primarily through Alvaria WFM
Develop and maintain statistical forecast models for workload and staffing requirements, including forecast vs. actual trends, and forecasting for trend changes due to seasonal variations and other operational variables
Utilize performance analytics tools to identify agent and volume behaviors for future forecast and schedule scenarios and recommend action items to drive efficiencies and improve workflow
Utilizes advanced SQL programming to manipulate, forecast, and project models that operationalize, optimize, and drive business performance
Ensure governance and compliance for best-in-class standard operating procedures (SOPs) related to forecasting, scheduling, and performance analytics
Create scenarios and present comprehensive recommendations for strategic staffing and hiring plans to ensure cost center optimization
Identify and communicate areas for continual improvement of service levels across the operation, recommending and initiating improvements necessary to attain expected targets
Review and analyze results and report on deviations from forecasts for data validation and root cause analysis
Review and identify trends or patterns of practices/activities that impact operational service level results
Measure and provide hindsight analysis for forecast accuracy and scheduling efficiency used for operational planning
Establish a regular cadence with business leaders to share insights/recommendations regarding volumes, average handle time, shrinkage, and hiring plans
Additional duties and responsibilities as assigned
Qualification
Required
Bachelor's degree in business, accounting, finance, statistics, or economics, or an equivalent combination of education and work experience
Minimum of 8 plus years' experience in call-center forecasting
Advanced Excel skills and experience in formulas, arrays, table formatting, conditional formatting, graphs, pivot table reporting and Power BI
Strong IT background in troubleshooting contact center issues with recording software, including Verint 360
Hands-on experience with WFM Software, experience with Alvaria is required
Exceptional analytical and problem-solving skills, specifically tailored to workforce optimization
In-depth knowledge of workforce management tools, processes, and best practices
Experience with Contact Center technology, including Cisco, Verint, or Nice
Familiarity with relevant regulations and compliance requirements specific to workforce management
Understanding of forecasting and value-maximization techniques
Able to host meetings and discuss contact center issues
Must be able to write a standard operating procedure or desk-side guide
Company
Wisemen Multimedia, LLC
Mission Excellence Global Impact! We do more than just build cutting edge technologies.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Teri Sims Scott
Chief Revenue Officer (CRO)
Recent News
2025-06-05
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