About This Job:

This role encompasses all WFM-centric activities, and the Workforce Management Analyst is consequently a jack of all WFM traits. This person will be responsible for producing and monitoring the output of forecasts that anticipate workload across our voice, SMS, chat, and email channels. They will serve as a SME for scheduling, be expected to offer best-in-class insight into this practice, and they'll monitor the output of the scheduling team with a focus on ensuring we have planned for the right person to be in the right place at the right time. The Analyst will also be a key influencer into all of our real-time management practices, and they should feel comfortable escalating failures or opportunities to their leadership team. They should be well versed in WFM strategies, WFM system configurations, and they will partner with the leadership team to constantly improve system accuracy and utilization. This role will also be responsible for building and maintaining reports sourced from WFM and other systems while concurrently streamlining processes that utilize this reporting. If you love real-time management, scheduling, and forecasting… this role is for you!

Responsibilities:

• Support the skilling of arrivia's global contact center whilst maintaining a deep understanding of the skilling strategy, purpose of each skill, etc.
• Maintain skilling matrices to ensure accuracy.
• Optimize arrivia's WFM solution, currently Aspect, with a focus on system accuracy & utilization of key modules included with the technology.
• Make tactical decisions that pertain to resource utilization, resource planning, servicing strategy adjustments that consider arrivia's key service & labor strategies.
• Work with our Scheduling team to improve schedule output. Find ways to optimize coverage while also considering employee acceptability of schedules.
• Identify & implement new real-time management practices.
• COVID has greatly impacted our ability to build an accurate forecast. That said, this individual would desire to procure, maintain, and constantly improve workload forecasts that will be used for planning purposes once normalization occurs.
• Optimize & implement ongoing training & onboarding processes for Command Center staff members.
• Provide strategic direction as it pertains to the mentoring of existing staff members to improve the succession planning process within the WFM team.
• Build and maintain key reports that captures schedule adherence, schedule conformance, contact center attendance, and intra-day call & resource reporting.
• Manage assigned projects related to contact center operations or WFM.
• Serve as a subject matter export for all things "Workforce Management".
• Lead meetings with business leaders that will focus on discussion about WFM KPIs, resource challenges, skilling / servicing strategies, etc.
• Assist with scheduling, forecasting, and real-time needs, as requested.
• Provide progress updates to the Executive Director of Workforce Optimization with regular dictated cadence.
• Maintain a SmartSheet that details their workload, priorities, and progress on a daily basis.
• Collaborate with marketing, business development, and software development to further enhance our forecasting practices.
• Other duties as requested by senior leadership

Requirements:

• Bachelor's Degree or equivalent and relevant Workforce Management experience
• 1+ years of experience administering a WFM system inclusive of forecasting, scheduling, and real-time functionality that is generally native to a WFM system.
• 2+ years of experience administering agent skilling.
• Excellent Microsoft Excel skills
• Excellent organizational and communication skills (written & verbal) with the ability to multi-task.
• Working knowledge of Excel, to include workbook design, data accumulation and reporting.
• Working knowledge of WFM software including but not limited to Aspect, Alvaria, Verint, Community WFM, IEX / NICE, Calabrio, Noble, Genesys, Monet, 8x8, Five9, Talkdesk, RingCentral, etc.
• Understanding of Call Center Telecommunications including call routing, skill management and performance-based routing
• Superior attention to detail, innovation and strong business acumen.
• Understanding the sales call center dynamics as related to operations, manpower, scheduling and service levels, handle times.

Who We Are:

Welcome to arrivia. We specialize in making brands better through the power of travel. With more than 55 years of combined experience, we're a merger of three powerhouse brands (in case you've heard of us in the travel industry) combining ICE, SOR Technology and WMPH Vacations. With offices on both coasts of the US and around the world, we embrace diversity and a passion for travel across our global staff.

We're focused on building a customer-first culture, fueled by the best travel experiences for all our members at every point in their journey. Grow with us, as we continue our path to deliver innovative solutions and take charge of change. The adventure is only beginning. We're on a mission to help people around the world travel better and experience more. Our team members bring world-class skills to the table to create extraordinary memories for our partners and members.

Our Core Values:

Here at arrivia we…

• Stay Curious - Explore new challenges and make space to learn, grow and improve
• Keep it Real - Earn trust through open, honest and clear communication
• Own it - Seek ways to make an impact and take action.
• Win Together - Create a culture of connection and inclusion where everyone can be their best

We believe in bringing your whole self to work every single day. We accept people for who they are, and are proud to consider everyone on an equal opportunity basis without regard to race, color, religion, sex, gender, gender identity or expression, national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, parental status, military service, or other non-merit factor.