Senior Workforce Analyst Services - Atlanta GA

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Position Purpose:

The Workforce (WF) Campaign Sr Analyst is responsible for cadenced planning and analytical work in a multisite contact centerstyle organization to include but not limited to campaign creation modification and effectiveness. This position will assist Operational stakeholders and Workforce Management (WFM) in developing calling strategies that are optimized for maximum performance and efficiency. Incumbents will be responsible for data collection (via reporting conversations and research) analysis and thoughtful preparation of findings in white papers and/or Microsoft PowerPoint presentations. Incumbents will also be expected to use reporting to provide insights into campaign effectiveness new strategies actual performance against operational goals. This role will require frequent coordination of peers and leaders in WFM roles Operations Analytics and IT. A successful WF Campaign Mgmt Sr 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.

Key Responsibilities:

• 25 Utilize historical data intraday call trends business intelligence marketing plans and other insights to develop comprehensive campaign strategy for assigned line(s) of business.
• 25 Collect data coordinate analyses and create robust presentations to answer business questions or convey a recommended course of action to senior leaders.
• 25 Influence create and maintain campaign call strategies within campaign management tool.
• 10 Create interactive whatif scenarios to understand impacts of calling strategy changes with output for use during meetings in presentations or as a component in other decisionmaking
• 10 Audit processes and mechanisms to improve campaign effectiveness
• 5 Working with peers crossfunctionally to ensure of calling strategy and mitigate risks

Direct Manager/Direct Reports:

• This position reports to the Sr. Services Workforce Manager.
• This position has 0 direct reports.

Travel Requirements:

• Typically requires overnight travel less than 10 of the time.

Physical Requirements:

• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Working Conditions:

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Minimum Qualifications:

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.

Preferred Qualifications:

• Experience conducting analyses and building interactivemodels usingMicrosoft ExcelMinitab SPSS Domo or similar
• Critical thinking and problem solving skills; ability to weigh relative costs and benefits choose the most appropriate option and create business justification
• Extensive experience transforming data into insightful presentations intended for seniorlevel leadership using Microsoft PowerPoint
• Familiarity with Avaya CMS Salesforce SQL/Google BigQuery and Tableau Designer Python (or similar scripting language) Github Jira Microsoft Power Automate and data pipeline tools
• Prior campaign management analytical experience in a large contact center and/or fieldfacingorganization.

Minimum Education:

• The knowledge skills and abilities typically acquired through the completion of a high school diploma and/or GED.

Preferred Education:

• No additional education

Minimum Years of Work Experience:

• 12 years of work experience in campaign management Workforce Management business operations or data analytics related field(s)

Preferred Years of Work Experience:

• 3 years in working in campaign management Workforce Management business operations or data analytics related field(s)

Minimum Leadership Experience:

• None

Preferred Leadership Experience:

• None

Certifications:

• None

Competencies:

• Strong analytical reasoning skills
• Solid communications and interpersonal skills; ability to develop effective business relationships and build consensus
• Strategic thinking with a strong operational background in implementation of new programs and change management
• Sound business judgment analytical skills and ability to effectively manage issues and risks
• Effective consulting and facilitation skills
• Effective continuous improvements mindset and implementation of optimization and innovative strategic projects