Workforce Management Analyst (Forecasting and Scheduling)

The role

We're building a bench of workforce management talent for US clients. You'll forecast volume and handle time, build and publish schedules, manage time off and schedule changes, and report on how the plan held up, for one US contact center. It matters because a schedule that misses the demand curve shows up the same day as long holds, lost callers and a burned out team. Day to day you'll work with the client's WFM lead or contact center manager, with Neon Link behind you. People do well here if they like numbers, check their own work, and can tell a supervisor no when a schedule change would break coverage. In your cover note, name the WFM tools you've used and describe the size of the queues you've forecast or scheduled. The client meets you for a final interview before you start. Selected candidates are interviewed now and matched to a client engagement as it opens.

What you'll do

• Forecast weekly and interval volume and average handle time by queue and channel, and update the forecast as trends change
• Build, publish and maintain agent schedules, breaks, lunches, training and meeting time in the WFM platform
• Manage time off requests, shift swaps and schedule exceptions against staffing requirements
• Calculate required staffing with Erlang C or the platform's model, and flag gaps early with options to close them
• Produce daily, weekly and monthly reports on forecast accuracy, service level, abandonment, adherence, occupancy and shrinkage
• Work with the real-time analysts and operations supervisors on intraday changes, and fold what you learn back into the next forecast
• Keep agent skills, schedule rules and WFM data clean and current

What you bring

• 2 or more years in contact center workforce management as a WFM analyst, scheduler or forecaster, ideally for a US operation
• Hands-on experience with at least one WFM platform such as NICE IEX, Verint, Aspect, Genesys, Calabrio or Five9
• Strong Excel: pivot tables, lookups, charts, and a working understanding of Erlang C, occupancy and shrinkage
• Careful with detail: you check a schedule before it goes out, not after an agent finds the gap
• Clear written and spoken English; reports and notes a US manager can forward without editing
• Able to work US hours, a night shift that usually starts between 9pm and 1am Manila time; some clients need weekend coverage
• A quiet, private workspace, wired internet of at least 25 Mbps with a backup connection, a plan for power outages, a computer that runs the client's tools, and a headset with a working webcam
• Willing to sign a confidentiality agreement and pass a background check, and to follow client rules for personal data
• Education: bachelor's degree in any field preferred, not required; WFM experience matters more

You'll do well here if

Why Neon Link

At Neon Link, we take care of the people who do the work, and we build the structure good people deserve. We uphold our core values:

• DO THE WORKWe show up prepared and finish what we start.
• GET THE CREDITYour work is visible, and it is yours.
• SAY IT STRAIGHTClear updates, honest answers, no surprises.
• OWN ITWe fix problems before anyone has to ask.
• KEEP LEARNINGWe get a little better every week.