Services Workforce Analyst

Profile

Job ID: 397572_en-us
Salary Range: 0.0- 0.0
Job Category: Customer Service
Employment type: Full Time
Position Description:
Position Purpose:
The Services Workforce Analyst is responsible for cadenced planning and analytical work in a multi-site contact center-style organization to include, but not limited to, schedule development and implementation, attendance management, staffing projections and recommendations, intraday staffing alignment and optimization, time off and holiday planning, and reporting. Supported business units operate through traditional inbound and outbound telephone calls, written communication channels (SMS, e-mail, social media, chat), case management, and field-based appointment work. Incumbents will be expected to build capability for data collection (via database queries, conversations, research) and analysis. Frequent coordination with peers and leaders in other Workforce Management roles and Operations. A successful Services Workforce Analyst will be able to work autonomously, check his/her own work, proactively ask for help, and produce quality work product on the first pass.
Major Tasks, Responsibilities & Key Accountabilities:
40% - Utilize historical data, intraday call trends, business intelligence, marketing plans, and other insights to develop comprehensive staffing plans for assigned line(s) of business. Conduct schedule realignment/optimization activities either in advance or in-the-moment.
20% - Thoroughly understand and maintain assigned databases, Excel-based models, documented processes including regular updates and data validation.
20% - Influence, create, and maintain event planning to include team meetings, training, site-wide events, etc. Participate in meetings and carry out decisions associated with overall staffing strategy.
10% - Partner with peers throughout Services Workforce Management to understand deviations to plan; develop and execute strategies to improve future planning, scheduling, intraday execution, and analysis work.
10% - Perform ad hoc analysis.
Nature and Scope:
This position reports to the Services Workforce Manager.
This position has 0 direct reports.
Environmental Job Requirements:
Environment:
1. Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Travel:
Typically requires overnight travel less than 10% of the time.
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