Posted On: 06-17-2021
Position Title: Contact Center Workforce Operations Analyst
Job Location: Amherst NY or Cleveland OH
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The purpose of this position is to provide full-range workforce management (WFM) support to the contact center.  Administer Contact Center forecasts by analyzing all pertinent data, historical trends, risk factors and business initiatives.  Provide statistical analysis of call volumes, handle times, and shrinkage, analyze and administer Contact Center schedules, through the use of the e-WFM and Call Management Systems.  Manage the production effort for the Contact Centers, as well as provide statistical analysis of the routing strategy used within our contact centers.  Manage the relationship with the contact center management team as the departmental point of contact.   Contact Center team members are expected to act professionally at all times, conduct business ethically, avoid conflicts of interest and act in the best interest our clients and Key.


  • Perform statistical analysis of call information in an effort to develop weekly, daily and intraday forecasts for production management.
  • Analyze trends in regards to staffing needs, agent productivity, and current operating procedures, and recommend enhancements for efficiencies.
  • Serve as point of contact to assigned business unit
  • Maintain open communication with Contact Center leadership in regards to staff planning and impact of business initiatives on Contact Center performance.
  • Generate Contact Center representative schedules to satisfy staffing requirements.
  • Manage the proactive solicitation of extra hours and hours saved to ensure adequate phone coverage.
  • Analyze trends in regards to staffing needs, agent productivity, and current operating procedures, and recommend enhancements for efficiencies.
  • Analyze the impact of training and other off-phone activities on Contact Center ability to staff and provide direction to Contact Center management.
  • Provide timely communication to Contact Center management regarding upcoming impacts to scheduling and staffing.
  • Manage the Contact Center monthly and emergency schedule change process according to Contact Center defined policies.
  • Manage production to efficiently and effectively meet our Contact Center service level and sales targets.
  • Facilitate performance management meetings.
  • Conduct monthly Lunch and Learn sessions
  • Assist with the annual and ongoing Paid Time Off requests processes.
  • Perform regular reporting of Shrinkage metrics and turnover information to Contact Center management.
  • Implement reaction strategies according to Contact Center defined actions, as needed.
  • Manage and analyze “day of” impacts to Contact Center production and provide direction to Contact Center management.
  • Manage “day of” training/meeting/other off-phone activity impact and provide direction to Contact Center management.
  • Provide Intraday, Daily, Weekly and Monthly updates related to the status of production and complete daily production recap.
  • Reforecast Intra-day performance as needed, based on current volume and AHT trends.
  • Maintain working relationship and open communication with Forecaster of supported Contact Centers.
  • Maintain open communication with all WFM support partners.
  • Perform statistical analysis of call routing strategy in an effort to identify opportunities to improve our ability to meet Contact Center service level targets.
  • Provide Agent Stats reporting on a weekly / monthly basis.
  • Perform adhoc “what-if” analyses as needed.
  • Perform Maintenance and Customer Problem Support to resolve all Workforce Management system and database problems within specified SLA timeframes.
  • Provide training and support to Contact Center management team regarding WFM applications and processes.
  • Identify and implement continuous improvement initiatives, which result in a quantified savings or productivity improvement.
  • Gather information from existing and proposed system applications for analysis.
  • 24×7 on call support
  • Complete special projects on an ongoing basis for the Technology and Planning.
  • Complete Ad-Hoc requests as needed.
  • Provide 24/7 user support for Contact Center issues and changes (on-call rotation may be required)


  • Minimum of 2 – 4 years of contact center experience in a Workforce Management capacity Strong Statistical Ability
  • Strong Computer Skills in Excel and Word (i.e. Advanced Level)
  • Strong Analytical and Quantitative Ability
  • Excellent Organizational Skills
  • Proven Problem Solving Ability
  • Superior written and oral communication skills, with ability to communicate with all levels of the business
  • Undergraduate Degree, preferably math or economics related


  • Experience with Genesys WFM and telephony platforms
  • Experience with Call Management System.
  • Visual Basic knowledge


  • Sunday 8am-5pm & Monday -Thursday 9am-6pm , or
  • Tuesday – Friday 9am-6pm & Saturday 8am-5pm


This position is primarily a work from home position but there may be times you would be required to come into the office and need to be able to do so on short notice.

KeyCorp is an Equal Opportunity and Affirmative Action Employer committed to building a diverse, equitable and inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other protected category.

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