Posted On: 07-30-2020
Position Title: Workforce Management Analyst
Job Location: Lawrenceville, NJ 08648
Contact Information:
Company: J. Knipper & Company


The Workforce Management Analyst provides real-time monitoring, analytical and operational improvement support to the Contact Center.  This position facilitates call center data analysis, trends, and supporting materials to lead workforce optimization and improvement efforts.  This role is responsible for maintaining and updating forecasts, analyzing and reporting on operational performance, and developing capacity plans to meet the service level expectations.



  • Generate and maintain short, midterm, and long-term forecasts for call volume, call pattern, average handle time, staffing requirements, back office work and other business requirements for multiple skill groups with and without the use of workforce management software
  • Ensure that forecasting models evolve with the business and customer needs and all forecasts are delivered on time and in line with business projection
  • Perform continual daily monitoring and analysis of current performance monitoring via NICE inContact (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans to achieve established SLAs and business objectives
  • Proactively communicate and collaborate with Contact Center (CC) Operations teams to achieve internal and external SLAs and to make necessary staffing adjustments
  • Work with Manager Contact Center Solutions to effectively utilize and integrate NICE inContact and Salesforce. Provide Backup to Manager Contact Center Solutions for specific tasks.
  • Drive and challenge processes and operations assumptions of how they will successfully execute their plans
  • Develop schedules that effectively deliver staffing levels that consistently achieve service level commitments and budgetary objectives
  • Oversee proactive scheduling of discretionary activities such as trainings, meetings, and offline activities
  • Strategically identify need for modification of current or additional call queues
  • Provide workforce management training assistance and introductory presentations, to all teammates to support high-quality customer contacts and improve accuracy and efficiency
  • Build, maintain, and train stakeholders on usage of reporting tools and dashboards to enable self-service for internal stakeholders
  • Complete end of month reporting on business unit performance reporting in a detailed, timely and accurate manner; provide analysis and operational recommendations based on data
  • Provide ad-hoc reports for contact center related data and analyze data making recommendations to management
  • Maintain data integrity by identifying, researching, and resolving data quality issues to ensure accurate reporting from all data sources
  • Other related duties as assigned


  • Associate degree or equivalent experience
  • Minimum of two years of experience in performing WFM functions (specifically real-time management) in a contact center environment
  • Proficient with a variety of analytical processes, tools, and approaches
  • Ability to create accurate forecasting and scheduling in a Contact Center environment with and without WFM software i.e. use of advanced Excel spreadsheets and ERLANG
  • Advanced proficiency in Excel and other Windows based programs (Word, PowerPoint, etc.), and can organize/analyze data in a structured manner


  • Experience with WFM software (Verint /Blue Pumpkin, IEX, eWFM, etc.) that includes real-time adherence
  • Knowledge and application of Cloud Based telephony and CRM systems, specifically NICE inContact and Salesforce
  • Knowledge of SQL, Microsoft PowerBI, Tableau or Domo
  • Strong project management skills


  • Demonstrated orientation to process improvement, customer experience and customer satisfaction
  • Demonstrate the proactive ability to find and define problems, understand business impact, identify solutions and provide recommendations for corrective action
  • Strong quantitative, analytical and technical aptitude skills to produce and modify reports that provide analytical comparisons of data
  • Solid understanding of relational database and data management best practices
  • Excellent interpersonal skills, competent in dealing with all levels of employees/management and builds strong relationships with teams and all organizational customers
  • Ability to effectively, accurately and concisely convey thoughts and concepts, information oral and written form to technical and non-technical people
  • Proficient time management skills, manage and engage in multiple initiatives simultaneously, be detail oriented and demonstrate strong organizational skills
  • Ability to work independently, establish priorities and demonstrate good judgment skills
  • Ability to work under pressure, adapt and excel as a team player in a fast-paced and change-oriented environment
  • Ability to balance multiple priorities to meet expected response deadlines
  • Advanced computer skills to include Microsoft Office (Word, Excel, PowerPoint and Outlook)
  • Willing and able to take the initiative for learning, increasing knowledge and improving skills in a self-directed manner to improve performance and position added value


  • Location of job activities 100% inside
  • Extensive manual dexterity (keyboarding, mouse, phone)
  • Use of phone for communication
  • Noise and/or vibrations exposure
  • Frequently reach (overhead), handle, and feel with hands and arms
  • Sit for prolonged periods of time
  • Occasionally stoop, kneel, and crouch
  • Occasionally lift, carry, and move up to 25 pounds