Workforce Analyst
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Job Location:
Monthly Salary:
Posted on:
12 days ago
Vacancies:
1 Vacancy
Job Summary
As Workforce Operations Analysts we are responsible for performing operational tasks to help support Retail Customer Care business goals. Including the following:-Review / build / manipulate forecasts to predict call volume and work load distribution based on an analysis of historical trends and external factors for complex staffing groups.-Upload and maintain forecasts for shrinkage and day of week patterns in a UDM or similar database -Assess appropriate staffing levels that are needed on a daily weekly and interval basis to achieve target metrics.-Responsible for the generation and maintenance of Specialists schedules.-Monitor offline time ensuring service delivery and budgeted shrinkages are accounted for.-Monitor and report on service levels and contact center volumes to make recommendations for real-time queue management.-Monitor all staffing scenarios in a multi-site environment.-Assist in maintenance of Alvaria eWFM workforce management systems.-Assess need and take action to redesign schedules training plans etc to meet changes in business objectives.-Partner with Global WFM team to improve skills and knowledge base.-Analysis of productivity service levels contact volume and staff trends providing recommendations as required.-Facilitate onboarding off-boarding and access provisioning tasks for all staffing groups within the RCC organization.
- 5 years experience in a call center environment including exposure to scheduling practices or realtime operations
- 2 years experience in Workforce Operations
- Extensive knowledge in call center software - Aspect or equivalent
- Experience utilizing contact center metrics scheduling principles and operational principles
- Experience with creation and development of processes and procedures related to workforce operations including scheduling practices and realtime operations
- Demonstrates ability to work effectively with business leadership
- Experience using call center software - Aspect or equivalent preferred
- Experience producing reports from raw data via Excel or Numbers Tableau experience preferred
- Excellent analytical and time management skills
- Self-motivated able to prioritize tasks and resolve issues independently
- Innovative able to propose creative solutions
- Makes space to listen learn and amplify diverse perspectives and experiences
- Actively seeks out opportunities to champion and celebrate inclusion and diversity
- Bachelors degree preferred or equivalent experience
Required Experience:
IC
Key Skills
- ArcGIS
- Intelligence Community Experience
- GIS
- Python
- Computer Networking
- Data Collection
- Intelligence Experience
- R
- Relational Databases
- Analysis Skills
- Data Management
- Application Development
About Company
Ask Siri to name the most successful company in the world and it might respond: Apple. And it's not just out of familial pride. Apple consistently ranks highly in profit, revenue, market capitalization, and consumer cachet. In 2018, the company became the first reach a trillion dollar ... View more
