Posted on 04-16-2012
Company: Wells Fargo
Workforce Management Analyst – Customer Care
Location: Atlanta, GA

To Apply:,: Career Section, External Candidates Main Job Search,  Search & Apply for Job #40184

Job Summary
Workforce Management Analysts partner with the Operations to ensure staffing is aligned to call arrival to maximize key performance indicators (KPIs), such as Service Level.  Analysts are responsible for maintaining history of contact volumes, producing forecasts and making recommendations to improve efficiency.   Analysts also responsible for creating & running staffing models to support budget and initiative planning.  This particular position will primarily support the Cox Business National Service Center (NSC).

Job Duties

  • Maintain Workforce Management system (Aspect eWFM) with accurate call history and arrival patterns
  • Maintain external models with updated call volume, Average Handle Time, Shrinkage and other drivers
  • Conduct regular trend analysis
  • Provide accurate forecasts (30-minute interval to monthly) to operations team and internal partners
  • Maintain accurate headcount numbers and hire plan data
  • Proactively make recommendations on staffing to maximize KPIs
  • Manage internal requests impacting the staffing plan
  • Incorporate external events into planning models
  • Partner with internal teams to evaluate potential KPI from planned initiatives
  • Create & publish regular and ad hoc reports
  • Facilitate meetings with senior management team
  • Present analytical data to senior management team
  • Identify & implement internal process and/or tool improvements


  • BS/BA or Associates degree in related discipline preferred
  • 2 years of experience forecasting and scheduling with Workforce Management software required. Aspect eWFM experience preferred
  • Proven experience presenting & consulting with operational leadership required
  • Proven aptitude for math and analytics required
  • Strong Microsoft Office skills (Excel, Word, Power Point) required
  • Strong relationship management skills are required
  • Experience in the communications industry is preferred

Cox Communications, Inc. and its subsidiaries are Equal Opportunity Employers. We have a tradition of encouraging a wide diversity of talents through a broad range of hiring practices. Please note those individuals submitting resumes online or by mailing a resume are not considered an applicant for employment until a signed employment application form is completed, usually at the time of interview.

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