Job Summary: The Workforce Management Analyst is a key member of the Workforce Management team, providing analytical support to contact center operations, forecasting contact volumes, determining staffing requirements, optimizing the workforce, and reporting on operational performance and productivity. We are looking for a dynamic, collaborative, and analytical-minded professional who is ready to jump in with the team to drive the evolution of our department.

Essential Functions:

Manage end-to-end workforce management responsibilities for all assigned queues/departmentsCollaborate and nurture relationships with internal customers operations departmentsGenerate daily, weekly, monthly, and annual forecastsReview forecast accuracy, and make proactive recommendations to minimize variancesClean forecast data weekly and monthly to maintain forecast accuracyRecommend proper contact center staffing levelsProject staffing level shortages and overagesCapacity Planning for assigned departmentsManage and ensure delivery of the executions of real time plans, ensuring the onsite, remote and cross-functional team(s) is meeting deliverables and deadlines.Track all agent movement and attritionReport on agent schedule adherence, attendance, conformanceReport on sourcing and attrition impact to the short-term and long-term forecastsTrack and report on agent performance and productivityAnalyze and report on operational KPIsManage Commission / Payroll for assigned departmentsAnalysis of productivity, occupancy, service levels, call volume, schedule efficiency and staff trends, providing recommendations as required to the businessDrive process improvement requirements and ad-hoc WFM projectsCreate optimized plans for cross-functional teams across all contact channels: Voice / Chat / Email / SMSWork with key stakeholders to ensure WFM initiative and priorities are aligned and delivered to meet KPI requirements.Highlight and communicate key metrics impacting current operations and department, including schedule shifts, productivity, and other critical factors affecting service levels and customer experienceConduct complex root-cause analyses to understand variances and inform future planningConduct ad-hoc analyses to answer both operational and workforce-related questionsAttend and provide insights and recommendations to internal team and department meetings

Position Requirements:

Bachelor’s degree in Business, Economics, Mathematics, Statistics or related field preferredAnalytical-minded and fully grasps the value of using data to drive business decisionsPrior workforce management experience preferred, but not requiredHighly skilled critical thinker and creative problem solverHighly organized and efficientStrong attention to detailCollaborative, patient, and empathetic when working with othersWillingness to learn a unique and evolving systemAbility to take direction and willingness to implement specific practicesAbility to communicate verbally and in writing across all levels of the organization and with clientsAble to explain technical concepts to a non-technical audienceAdvanced Microsoft Excel skillsAbility to thrive in a fast-paced, dynamic environmentContact center experience preferred, but not required.

General Compensation Disclosure

The pay range for this role considers several factors in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.   It is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the factors stated. A reasonable estimate of the current range is listed below. 

Pay Range:

$41,420.00-$55,955.00 Annual

In addition to competitive pay, we offer Paid Time Off, 401(k), an Employee Assistance Program, Good Sam Roadside Assistance, discounts, paid parental leave (if eligibility is met), Tuition Reimbursement (if eligibility is met), and on the job training opportunities. Full-time associates are offered a comprehensive benefit package including medical, dental, vision and more! Part-time associates are offered access to dental & vision coverage! For more information please visit: www.mycampingworldbenefits.com

We are an equal employment opportunity employer. The Company's policy is not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender identity, religion, national origin, age (40 and over), disability, veteran or uniformed service-member status, genetic information, or any other basis protected by applicable federal, state, or local laws.