Workforce Management Analyst Remote

Profile

Workforce Management Analyst (Remote)

Date: Oct 24, 2022

Location: Remote, US

Company: Under Armour

Under Armour has one mission: to make you better. We have a commitment to innovation that lies at the heart of everything we do, not just for our athletes but also for our teammates. As a global organization, our teams around the world push boundaries and think beyond what is expected. Together our teammates are unified by our values and are grounded in our vision to inspire you with performance solutions you never knew you needed but can’t imagine living without.

Position Summary

The Workforce Scheduler is responsible for analyzing the intra-day contact volume data while supporting functional management within the Call Center to ensure resource optimization. This includes developing accurate and effective schedules and leveraging real-time decision-making to provide that service level targets are achieved. Additionally, this position requires analyzing and reporting contact statistics and service levels.

Essential Duties & Responsibilities

Produce weekly schedules for 200 - 300 global Customer Service Representatives based on forecasted volume and workload to ensure adequate staffing levels for all customer service teams.

Monitor daily and hourly service levels for all contact types and make real-time adjustments to the schedule to ensure departmental KPIs.

Build models that allow the leadership team to create an effective combination of full-time and part-time workforce that can be leveraged for high volumes Intra and inter-day.

Monitor and distribute attendance and schedule adherence metrics

Partner with the Operations team and Leadership to identify areas where overtime or Voluntary time off may be required or utilized

Share creative ways to drive efficiency to assist in the labor budget

Prepare daily/weekly/monthly reports and distribute them to the management team.

Make recommendations, set priorities, and make explicit resource considerations when planning and scheduling training or initiatives.

Partner with the Operations team to monitor channel volume to allocate the workload appropriately.

Coordinate with Ecommerce Call Center leadership to incorporate seasonal variations, cross-training, and special events that impact contact volume.

Manage vacation allotments for employees to ensure appropriate staffing.

Review reports and KPIs with Operations and Call Center teams to identify areas of opportunity and improve efficiency.

Forecast long and short-term models of contact volume using previous business trends and real-time business trends while maintaining variance KPIs set.

Apply effective theories on everyday business challenges that will balance service levels and occupancy.

Educate employees on scheduling systems, procedures and policy’s to optimize schedules

Qualifications (Knowledge, Skills & Abilities)

• Ability to identify root causes of problems and develop measurable solutions to eliminate re-occurrence.

• Ability to analyze labor data and historical and projected call volumes to create optimized labor schedules.

• Ability to schedule non-exempt labor and adjust to day-day personnel issues while maximizing team effectiveness.

• Ability to collect labor and employee performance data via disparate systems into a single source of information and use that data to drive business decisions.

• High degree of verbal and written communication and presentation skills, and the ability to effectively and concisely present information at all levels of the Ecommerce organization

• Advanced understanding of Call Center Operations, contact flow, and metrics.

• Working knowledge of using CRM tools.

• Knowledge of ACD.

Education And / Or Experience

• Bachelor’s Degree

• Basic computer skills including Microsoft Office Suite

• Intermediate skills in Microsoft Excel

• At least 1 year of call center labor scheduling and forecasting experience preferred

• Working familiarity with Five9 Telephony, Salesforce Service Cloud a plus

Relocation

This position is remote.

#LI-JW1

At Under Armour, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law. Under Armour believes that diversity and inclusion among our teammates is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.

Learn more about Under Armour’s COVID-19 response and Teammate vaccination policies here .

Company info

Under Armour, Inc.
Website : http://www.underarmour.com