Fort Worth, Texas

How will your role impact First Command?

First Command has a deeply embedded foundation with longstanding values and a strong culture of service. In order to become even more client-centric, the organization is seeking to add a Workforce Analyst to drive a comprehensive workforce management strategy and provide organizational insights through reporting. This individual will help us deliver a better client and field experience by ensuring we are efficiently and effectively meeting our respective service KPI’s.

Recognizing the critical role that service plays in delivering a great experience to our clients and the field force, Workforce Analyst will work closely with the Director of Customer Service to ensure a comprehensive strategy is in place that addresses process improvement, preparation, and automation of reports for department management and leadership. Additionally, the analyst will be responsible forecasting, planning, incident response, flexing, intra-day workflow monitoring, as well as the development of impactful reporting and dashboards that tells the story of the experience being delivered by our service and support teams.

What will you be doing?

  • Administration of the Workforce Management system for contact centers. Apply a wide variety of high-level statistical and mathematical techniques to processes for modeling, forecasting, profiling, and other complex analytical problems.
  • Develop short-term, mid-term and long-term capacity plans and forecast models, providing recommendations to our service and support teams based on analysis.
  • Provide accurate workload predictions for annual budgeting and planning.
  • Verify contact center reports for intra-day, daily, weekly, monthly, and executive level reporting needs.
  • Monitor real time performance of contact center queues and business KPIs to provide tactical solutions to staffing challenges.
  • Ensure all queues achieve service objective goals while maintaining expected efficiencies. Take decisive action to proactively mitigate service impacting events
  • Monitor real-time tools to identify trends or issues that impact the client, field, and employee experience.
  • Responsible for providing regular and detailed analysis on overall contact center performance. Tracking, analyzing, and reporting on call center/agent performance, utilizing reports from WFM system.
  • Provide analysis of real time and previous day volumes required to determine appropriate staffing levels on an interval/hourly basis.
  • Oversee the workforce and staffing across service center teams to ensure that service levels, client experience, and other KPIs (including intraday staffing requirements) are met.
  • Develop staff schedules and corresponding staffing scenarios based on real time business factors, i.e. vacation, etc.
  • Ensure actual staffing meets forecasted needs while maintaining the work/life balance of the employees.
  • Make recommendations to service and support leadership on staffing adjustments required, ensuring management is making data-based decisions on contact center staffing.
  • Actively works with various internal stakeholders, providing data expertise, offering original perspectives, and challenging conventional views to better align decision making/perceptions with changing business needs.
  • Complete performance reporting, interacting with stakeholders to ensure clear understanding of operational impacts.

What skills/qualifications do you need?

  • 2-4 years of Workforce Management experience (Genesys experience preferred).
  • Excellent communication, interpersonal, consultative and negotiation skills; ability to make effective presentations to all levels of audiences.
  • Ability to analyze complex issues and advise internal business partners appropriately.
  • Solid technical aptitude and ability to handle multiple priorities.
  • Aptitude for detail and high degree of organization.
  • Ability to handle multiple tasks simultaneously in a fast paced, diverse, and growth-oriented environment.
  • Ability to develop and operate within a budget.
  • Ability to maintain a high degree of confidentiality.
  • Strong knowledge of compliance with federal and state regulations.
  • Assist with and manage frequent ad hoc projects to support senior management and business decisions.
  • Proficient with MS Office Suite.
  • Ability to travel up to 20%.
  • Preferred: Bachelor of Business Administration or related field.

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Fort Worth, Texas

Get Your Next Career Squared Away

Founded in 1958 by a retired Air Force officer, First Command Financial Services, Inc. is committed to helping military members, federal employees ,and their families get their financial lives squared away. Through an international network of more than 300 Financial Advisors, our company provides lifetime financial coaching to assist nearly 300,000 clients in their efforts to reduce debt, build wealth, manage risk, and pursue their financial goals. More than 400 employees in our Fort Worth, TX home office provide a wide range of support services and subject matter expertise to our Financial Advisors across the country and abroad. 

To serve our growing client base, we are now actively hiring qualified Financial Advisor candidates. To learn more about this opportunity to build a career that allows you to make a real difference in people’s lives, contact one of our recruiting specialists today at recruiting@firstcommand.com. 

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