Position Purpose:

This position will be responsible for the analysis of the key factors driving staffing and labor costs. Strong analytical skills and the ability to work independently are essential for this function. The analyst makes decisions based upon the data collected, and reports the impact of such decisions. Needs to be proactive in determining long and short term staffing needs and the allocation of those resources to achieve business service levels. The analyst is also responsible for ensuring process and system integration across the wide range of Pro Sales functional activities and preserving confidentiality of sensitive associate and business data.

Key Responsibilities:

Creates, updates and maintains databases to ensure inventory and ordering levels. This is accomplished by analyzing past trends, forecasting future volumes, and creating a plan to allocate resources to maintain business service levels.Anaylze and determine best time to conduct off-line activities while maintaining service/productions levels.Documents and recommends improvements of workforce management processes.Generate and release associate schedules and participates in the creation and implementation of new scheduling strategiesDesigns schedules for the shift bidding or mini bid process, ensuring the schedules match the arrival of calls or non phone work queues. Update associate preferences in NICE WFM to ensure schedules are generated.Provides detailed analysis and recommendations for staffing levels during special events, such as holidaysDevelops skilling strategies to meet the call arrival patterns and creates minimal variance in associate occupancy (workload) rates

Direct Manager/Direct Reports:

Typically reports to Workforce ManagerResponsible for helping others and providing on-the-job training or guidance

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:

Avaya CMSNICE WFMForecasting and scheduling in a large call center, and across multiple centers.1 yr. Previous Workforce experience

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:

2

Preferred Years of Work Experience:

No additional years of experience

Minimum Leadership Experience:

None

Preferred Leadership Experience:

None

Certifications:

None

Competencies:

Call Center ExperiencePrevious workforce management experienceStrong Excel SkillsAbility to analyze data and make staffing level decisions.Ability to work with little directionSelf StarterStrong attention to detail and ability to influence others that they don't have direct reporting authority over.