WSP is currently initiating a search for a full time **Workforce Management Analyst – Call Center** for our **Costa Mesa, CA** office! **_This is an in onsite, in office position out of our Costa Mesa office_** **JOB SUMMARY** The Workforce Management (WFM) Analyst responsibilities revolve around conducting research, forecasting and analysis to identify employees' needs and detect vulnerabilities in human resources, monitoring staff performance and attendance, addressing issues and concerns, ensuring schedule compliance, and coordinating with various departments within the company. **DUTIES AND RESPONSIBILITIES** include some or all of the following. Manager may assign other duties as needed. + Manage and monitor agent performance using WFM Tools to achieve optimal response for customer calls + Direct daily departmental operations to ensure client metric requirements and required staff service levels are achieved + Manage call center reports utilizing WFM programs and ensure accuracy and distribution compliance + Manage forecasts and staffing coverage to ensure staff service levels maintained so that contract performance measures are met, attributing to awards receive based on performance + Test IVR system to detect any issues, monitor real-time adherence and prepare and update various automatic call distributor (ACD) reports for management + Compare actual call volume and average handle time (AHT) data to forecast figures to ensure that appropriate staffing standards are create and maintain + Analyze trends such as call volume, AHT, and attendance to plan for over staffing or under staffing conditions + Develop and maintain resource utilization models and attrition analysis by planning period using historical data within WFM platform + Offer insight into PBX issues + Communicate and support the fulfillment of paid time off (PTO) and overtime (OT) + Provide quality assurance review related to escalated issues encountered by call center agents and provide feedback and analysis + Provide back up to other workforce positions as needed + Provide management with timely, accurate reports and presentations + Other duties as assigned **QUALIFICATIONS** To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. + Ability to work well with other employees as a team + Excellent verbal and written communication skills + Excellent attendance and punctuality + Strong organizational and analytical skills, including trend analysis + Excellent time management skills, with the ability to plan, prioritize, and effectively organize competing priorities + Reliable self-starter with the ability to work independently with little supervision + Ability to handle multiple tasks at a time + Must work with a high sense of urgency in a fast-paced environment + Must be effective and efficient working in a team environment + Must be service oriented, self-confident and dependable + Must be able to pass background and drug screenings + Ability to achieve and maintain departmental performance standards **PHYSICAL DEMANDS** + Ability to safely and successfully perform the essential job functions consistent with the ADA, + FMLA and other federal, state and local standards, including meeting qualitative and/or + quantitative productivity standards. + Ability to adhere to attendance requirements + Primarily sedentary physical work requiring ability to lift a maximum of 10 pounds + Must be able to lift, carry, walk and stand + Vision for reading, recording and interpreting information + Frequent speech communication, hearing and listening to maintain communication + Daily use of computer and keyboard, standard office equipment and telephone + Ability to access, input, and retrieve information from the computer + Frequent hand/eye coordination to operate computer keyboard and office equipment **SUPERVISORY RESPONSIBILITIES** + This position has no supervisory responsibility. **EDUCATION AND/OR EXPERIENCE** + High school diploma or general education degree (GED) + Some college classes preferred + Two (2) years’ workforce management experience in contact center environment required + One (1) year of forecasting experience preferred **WSP Benefits:** WSP provides a comprehensive suite of benefits focused on providing health and financial stability throughout the employee’s career. These benefits include coverage related to medical, dental, vision, disability, and life; retirement savings; paid sick leave; paid vacation (or other personal time); paid parental leave; and paid time off for purposes of bereavement, voting, and/or attendance at naturalization proceedings. **Compensation:** Expected Salary: $67,000 WSP USA is providing the compensation range that the company in good faith believes it might pay and/or offer for this, based on the successful applicant’s education, experience, knowledge, skills, and abilities in addition to internal equity and specific geographic location. WSP USA reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant’s sex or other status protected by local, state, and/or federal law. \#LI-MC1 **About WSP** WSP USA is the U.S. operating company of WSP, one of the world's leading engineering and professional services firms. Dedicated to serving local communities, we are engineers, planners, technical experts, strategic advisors and construction management professionals. WSP USA designs lasting solutions in the buildings, transportation, energy, water and environment markets. With more than 15,000 employees in over 300 offices across the U.S., we partner with our clients to help communities prosper. www.wsp.com WSP provides a flexible and agile workplace model while meeting client needs. Employees are also afforded a comprehensive suite of benefits including medical, dental, vision, disability, life, and retirement savings focused on providing health and financial stability throughout the employee’s career. At WSP, we want to give our employees the challenges they seek to grow their careers and knowledge base. Your daily contributions to your team will be essential in meeting client objectives, goals and challenges. Are you ready to get started? WSP USA (and all of its U.S. companies) is an Equal Opportunity Employer Race/Age/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/Disability or Protected Veteran Status. The selected candidate must be authorized to work in the United States. **NOTICE TO THIRD PARTY AGENCIES:** WSP does not accept unsolicited resumes from recruiters, employment agencies, or other staffing services. Unsolicited resumes include any resume or hiring document sent to WSP in the absence of a signed Service Agreement where WSP has expressly requested recruitment/staffing services specific to the position at hand. Any unsolicited resumes, including those submitted to hiring managers or other business leaders, will become the property of WSP and WSP will have the right to hire that candidate without reservation – no fee or other compensation will be owed or paid to the recruiter, employment agency, or other staffing service.