Job added in hotlist
Applied job
Contract job
90-day-old-job
part-time-job
Recruiter job
Employer job
Expanded search
Apply online not available
View more jobs in Trenton, NJ
View more jobs in New Jersey

Job Details

Workforce Management Analyst Remote

Company name
Under Armour, Inc.

Location
Trenton, NJ, United States

Employment Type
Full-Time

Industry
Hr, Manager

Posted on
Oct 24, 2022

Apply for this job






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

Similar Jobs:
ADP is hiring a Relationship Manager the New Jersey/New York area. Are you ready to join a company offering career advancement opportunities throughout your career journey? Are you looking for an inclusive environment with ...
People Experience Lead, US Sales
Location : Trenton, NJ
Job Information Mondelez International People Experience Lead, US Sales in Trenton New Jersey Are You Ready to Make It Happen at Mondelēz International? Join our Mission to Lead the Future of Snacking. Make It Matter. You partner ...
Sales Manager - Human Resource Outsourcing
Location : Mount Laurel, NJ
ADP is hiring a Sales Executive . Are you ready to grow your career and lead a team at an established, respected, global company? Are you ready for your next best job where you can elevate your financial future? Are you looking...
I was facing the seven-year itch at my previous workplace. Thanks to EmploymentCrossing, I'm committed to a fantastic sales job in downtown Manhattan.
Joseph L - New York, NY
  • All we do is research jobs.
  • Our team of researchers, programmers, and analysts find you jobs from over 1,000 career pages and other sources
  • Our members get more interviews and jobs than people who use "public job boards"
Shoot for the moon. Even if you miss it, you will land among the stars.
HRCrossing - #1 Job Aggregation and Private Job-Opening Research Service — The Most Quality Jobs Anywhere
HRCrossing is the first job consolidation service in the employment industry to seek to include every job that exists in the world.
Copyright © 2024 HRCrossing - All rights reserved. 21 192