About Lumen
Lumen is guided by our belief that humanity is at its best when technology advances the way we live and work. With 450,000 route fiber miles serving customers in more than 60 countries, we deliver the fastest, most secure global platform for applications and data to help businesses, government and communities deliver amazing experiences. Learn more about Lumen’s network, edge cloud, security and communication and collaboration solutions and our purpose to further human progress through technology at news.lumen.com, LinkedIn: /lumentechnologies, Twitter: @lumentechco, Facebook: /lumentechnologies, Instagram: @lumentechnologies and YouTube: /lumentechnologies.
The Role
This WFM Scheduling Analyst will join a team responsible for planning and creating daily schedules for approximately 1600 employees across 58 scheduling groups and provides support to our strategic partners. The WFM Scheduling Analyst will analyze staffing trends, requirements, non-productive time and attrition trends, etc. in order to plan schedules to handle contact volumes to ensure service level goals are efficiently achieved within each line of business. The role will provide WFM scheduling related analysis, direction and support to business owners and partners. This role will also be responsible for compiling and creating analyses of historical staffing trends to continuously improve scheduling efficiency with recommendations for schedules, offline time, hours of operation and time-off allocations.
The Main Responsibilities
- Create weekly schedules including strategic placement of all offline time including but not limited to breaks, lunches, huddles, training, development time and overtime based on the interval specific forecast to ensure the most consistent service levels are delivered and all labor guidelines have been met
- Evaluate and forecast impacts to non-productive time from seasonality related changes such as annual accrual of PTO time, school years, daylight savings, and holidays
- Monitor and evaluate call out percentages, attrition rates and other overhead factors that impact staffing
- Effectively build reporting and interpret historical data that is used to feed into the creation of accurate Intraday Staffing requirements
- Analyze and advise on the creation of annual PTO calendars for internal agent groups
- Uses WFM and business judgment within broadly defined policies and practices in order to make recommendations that will drive continuous improvement
- Create and maintain PTO audits on a regular basis
- Create, maintain, and analyze staffing, volumes, AHTs, non-prod times, occupancies, etc. in order to maximize efficiencies in scheduling
- Perform in-depth, complex ad-hoc analyses
- Perform post-performance analyses to identify cause/source of service performance and/or financial performance issues, and provide recommendations to WFM leadership on the implementation of future preventative actions
- Work with internal and partner teams by providing staffing and other WFM related guidance and direction
- Serve as a liaison and represent WFM on projects with other departments and functional areas
- Negotiate continuation training durations and delivery schedules across multi-site contact groups. Coordinate distribution of training schedules and course specific rosters across local centers and throughout the organization
- Manage to monthly overtime budgets. Determine appropriate allocation of overtime dollars to ensure service level consistency while maintaining monthly and annual budget
- Creation of regular shift bids and HOOPs analyses for all sites and LOBs
What We Look For in a Candidate
- Minimum of 2 years of WFM experience
- High level of proficiency in Excel
- High level of proficiency with WFM scheduling software such as NICE, Aspect, and/or Genesys
- Strong knowledge and understanding of WFM contact center metrics
- Expert understanding of WFM scheduling methodologies
- Requires strong work ethic, ability to work independently and strategically on complex, often multiple projects concurrently, with little supervision and be able to effectively multi-task in a very fast paced environment
- Possesses skillset, experience, and interpersonal skills that are necessary to mentor and assist in the development of WFM coworkers
- Proven track record in building WFM specific analysis and implementing actions that drive results
- Very strong analytical and presentation development/delivery skills
- Solid written and oral communication skills
- Bachelors degree preferred, but not required, or equivalent experience
- 3 years contact center experience
- Experience supporting omnichannel contact centers
- Proficiency in Word & PowerPoint
- Knowledge of telecom/communication industry and consumer and business support experience
- Knowledge of Call routing and scheduling in a skills-based environment
- Proficiency on interpreting CMS and/or Genesys real-time and historical reports
What to Expect Next
Requisition #: 327852
When applying for a position, you may be subject to a background screen (criminal records check, motor vehicle report, and/or drug screen), depending on the requirements for the position. More information on what’s included in these checks can be found in the Post Offer section of our FAQ page. Job-related concerns noted in the background screen may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.
EEO Statement
We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.
NOTE: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Disclaimer
The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.
Salary Range
46350
103080
This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.
This position is eligible for either short-term incentives or sales compensation. Director and VP positions also are eligible for long-term incentive. To learn more about our bonus structure, you can view additional information here. We're able to answer any additional questions you may have as you move through the selection process.
As part of our comprehensive benefits package, Lumen offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing. You can learn more by clicking here.
Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.
