Edtech.com's Summary

Risepoint is hiring a Workforce Management Analyst to optimize staffing and service levels within the Student Success Center. The role involves forecasting, planning, and scheduling workloads and staffing to meet performance goals and providing reporting and analysis to support decision-making across multiple business units.

Highlights

Drive staffing initiatives and monitor workforce performance in a blended Contact Center environment.
Analyze work volumes, handle times, productivity trends, and forecast staffing needs to meet client SLAs.
Participate in strategic planning and maintain documentation of policies, procedures, and best practices.
Manage scheduling system configuration and support training on WFM technology and processes.
Prepare and distribute monthly staffing forecasts, operational and client reports, and monitor schedule adherence.
Perform forecasting by analyzing work resources, attrition, productivity, and scheduling statistics to develop staffing plans.
Serve as a Subject Matter Expert for workforce management technology and provide recommendations to stakeholders.
Require proficiency in CRM (preferably Salesforce), WFM platforms (preferably NICE), Microsoft Office, Tableau/Power BI, and strong analytical and communication skills.
Must have a Bachelor's degree in Business, Workforce/Operations Management, Statistics, Economics/Finance, or related field and at least 2 years' experience in Contact Center Workforce Management.
Offers comprehensive benefits including PTO, medical, dental, vision, life & disability insurance, retirement plan with company match, paid parental leave, wellness programs, and professional development opportunities.

Workforce Management Analyst Full Description

Workforce Management Analyst

US - Remote

Full time

Risepoint assists primarily regional universities in increasing their access and impact by making their academic programs available to students online. Founded in 2007, Risepoint's mission is to expand access to high-quality, affordable, and workforce-relevant education, especially for working and adult students. Risepoint brings single-minded dedication to student success, an integrated set of services, and data-driven performance to our collaboration with university partners.

The Student Contact department resides within the Student Success Center organization. Specialists triage calls from prospective students and conduct a warm transfer to a Student Engagement and/or Student Retention Specialist. The Student Contact Center also provides overflow support for student calls.

Job Summary

The Workforce Management (WFM) Analyst is responsible for achieving the short- and long-term goals of the Student Success Center (SSC) regarding optimized staffing and service levels by accurately forecasting, planning and scheduling work volumes and/or staff to ensure optimal performance across several business units. This role provides ongoing and frequent interaction with operations management, staff, and stakeholders, as required, to achieve optimal results and provide reporting across business units.

Key Duties and Responsibilities

Monitoring & Administration:

Responsible for driving staffing initiatives in a blended Contact Center environment, delivery of metrics and optimal performance through continuous interaction with stakeholders, including scheduling management and intra-day workforce performance monitoring and any needed adjustments.
Analyzes current and historical work volumes and patterns, handle time, productivity trends/patterns and all future work and staffing requirements to ensure client SLA’s are delivered.
Participates in the strategic planning that establishes key objectives and goals for the Student Success Center.
Document and maintain detailed records of policies, procedures, and best practices.
Handles internal and external (vendor) requests in an accurate and timely manner.
Make configuration changes to the scheduling system as required.
Serve as a resource for training and reporting of WFM technology, adherence, best practices, and process improvement.

Reporting:

Provide agreed upon monthly staffing volume forecasts and assist with breakdown to daily forecasts as required.
Gather data, prepare and publish directed operational, performance, ad hoc and client reports, ensuring the accuracy of the results.
Ensure timely distribution of accurate monthly schedules.
Track and report employees' adherence to schedule, using workforce software where applicable.
Serve as a Subject Matter Expert (SME) for WFM technology and reporting – providing updates and recommendations to key stakeholders.

Forecasting:

Analyzes current and future work resources, attrition trends, real-time adherence, shrinkage, productivity factors, desk availability and shift requirements, to develop staffing plan. Planning includes optimum skill mix, recruiting timing, training and cross training details in a highly seasonal industry.
Analyses intraday statistics/performance, service levels, adherence, and scheduling statistics to recommend courses of action in balancing service levels to agent/staff requirements.
Provides clarity to complex issues and summarize large amounts of information; identifies the root cause of issues by analyzing patterns and trends; and makes recommendations as appropriate.

Additional Position Responsibilities

Perform in accordance with Risepoint Policies and Values.
Perform other duties as assigned.
Travel Required

QUALIFICATIONS

Bachelor’s Degree (with preference in Business/Workforce/Operations Management, Statistics, Economics/Finance or related fields)
Minimum of 2 years’ experience in Contact Center Workforce Management roles, with increasing responsibility.

Skills/Knowledge/Abilities

CRM (preferably Salesforce)

WFM Platforms (preferably NICE)

Analytical Skills

Communication Skills (Oral & Written)

Microsoft Office Suite

Forecasting / Capacity Planning

Presentation Skills

Tableau/Power BI

Risepoint is an equal opportunity employer. We celebrate diversity and are committed to creating an equitable environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other characteristic protected by applicable state or federal laws.

Risepoint offers the following comprehensive benefits:

18 days PTO + Winter Shutdown
12 designated holidays + 1 floating holiday
Medical – four options
Dental
Vision
Life & Disability (company paid)
Flexible Spending Account & Health Savings Account
Retirement plan with company match
Maternity / Paternity / Parental Leave (company paid)
Volunteer Time Off

Supplemental Benefits:

Wellness program
Alternative medicine options
Pet discounts
Accident, Critical Illness and Hospital Indemnity

Personal and Professional Development:

Continuous Professional and Leadership Development Programs
Tuition Reimbursement for employees and their dependents
Rewards & Recognition programs

Risepoint is an equal-opportunity employer and supports a diverse and inclusive workforce.

Original Job Description