Senior Workforce Analyst
hace 7 días
Description
SWBC is seeking a talented individual to serve as Senior Workforce Analyst in a Work Force Management (WFM) environment responsible for all WFM tasks within the department. Key responsibilities will include attendance, scheduling functions, and real time monitoring, as well as development, preparation and maintaining of reporting; presentations and meetings on reports.
Are you looking for a position that will allow you to make an immediate impact? Do you love communicating with a broad and diverse group of colleagues across multiple job functions? If you have a passion for forecasting, capacity planning, and optimization, the Senior Workforce Analyst role may be right for you. This position will allow you to have an active hand in the day-to-day operations and activities of a growing and multifaceted company. Your work will immediately affect not only the bottom line but also help us see to the needs of our colleagues, clients, and customers.
Maintains tactical and strategic schedule management to maximize staffing resources and achieve service level objectives and limit staffing expenses. Implements intraday management and response plan to ensure schedule adherence, responses to unplanned calls, staffing, and handling time variances. Leads and supports forecasting and scheduling processes. Provides trend analysis and feedback to the WFM Resource Planner to improve call, handle time, and shrinkage forecasts. Assists with daily, weekly, monthly, and ad-hoc reporting for management team, business partners, and key stakeholders. Maintains daily schedule and activity within WFM scheduling and ACD software tools. Performs time-off management responsibilities within WFM software tools. Communicates daily with multiple lines of business to ensure active involvement in scheduling, tactical planning, and analysis activities. Performs all other duties as assigned. High School Diploma or GED required. Bachelor's Degree in Mathematics, Engineering, Statistics, or related field of study from an accredited four-year college or university preferred. Minimum of five (5) years of experience in workforce management forecasting, scheduling, real time adherence, and reporting required. Proficient in Workforce Management tools and applications, such as Genesys, Avaya, and Verint. Proficient Microsoft Office skills, including Outlook, Word, and Excel. Strong data entry and data validation skills. Strong mathematical and analytical skills. Strong problem resolution skills. Excellent attention to detail and organizational skills. Excellent verbal and written communication skills. Excellent presentation skills. Able to use basic office equipment, including copy machine, personal computer, and fax. Able to type 35 WPM. Able to travel locally or nationally by car or plane. Able to sit for long periods of time performing sedentary activities. Able to stand, stoop, and kneel to file for long periods of time. Able to push, pull, and lift up to 20 lbs. of files, supplies, documents, or other related items-
Senior Workforce Analyst
hace 7 días
Monterrey, Nuevo León, México SWBC A tiempo completoAdditional Job Description SWBC is seeking a talented individual to serve as Senior Workforce Analyst in a Work Force Management (WFM) environment responsible for all WFM tasks within the department. Key responsibilities will include attendance, scheduling functions, and real time monitoring, as well as development, preparation and maintaining of reporting;...
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