Job description

Summary of Responsibilities:

• Deliver proactive gathering, development, and analysis of operational forecasts to produce effective schedules for staffing internal and external employees.
• Analysis of inputs and recommendation of trends or variances to plan to ensure accurate planning of all input variables affecting the forecast and staff planning.
• Drive Seasonal, holiday, and pattern staffing accuracy.
• Analysis and support of change management and projects in a timely and accurate manner.
• Analysis and recommendations for staffing group effectiveness that drive efficiency balance with quality.
• Support accurate outsourcing and site allocations to support outsource vendor and lock commitments in a timely and accurate manner.
• Drive model improvements to maximize statistical confidence and operational accuracy; Support flexibility and effectiveness of supporting models.
• Maintain forecasting focus, staff groupings and skilling information to effectively support scheduling and WFM processes.
• Maintain data integrity to assure input/output accuracy in various databases included but not limited to: WFM and ACD Systems.
• Provide business analytics and data gathering to support detailed modeling of staff planning and metrics for statistical confidence in projections.
• Communicate effectively with internal and external customers in accordance with the company’s policies, procedures, guidelines, and common practices.
• Interface with call center leaders to understand the fast-changing business needs and planning risk effectively to ensure effective capacity to demands.
• Effectively communicate with peers and those we support in the business to ensure high quality and timely completion of work requests.
• Update workforce management and other data requirements as needed.
• Perform special projects and duties as assigned.

Qualifications:
Experience/Other Requirements

• 2-3 years of workforce management experience
• 3+ years of call center experience
• 3+ experience working workforce management systems such as eWFM, IEX
• Ability to work in oracle, SQL, and other data management protocols.
• Strong analytical and organization skills, including trend analysis.
• Ability to plan, prioritize and organize effectively / detail oriented.
• Demonstrated ability to work independently, take initiative, problem solve, handle multiple tasks, and prioritize daily responsibilities.
• Strong Expertise in EXCEL with statistical modeling experience
• Proficient in Microsoft Office, as well as other related applications.
• Demonstrate flexibility to adapt quickly to departmental changes and conditions.
• Excellent written and verbal communication skills are required to interface effectively with staff, managements, and various other internal and external customers.
• Ability to work in a team-oriented environment focused on cross training and sharing workload responsibilities
• Ability to work weekends as needed during peak season and special projects
• Other duties as assigned

Education:

• Bachelor’s degree preferred

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Paid training
• Tuition reimbursement
• Vision insurance

Schedule:

• Monday to Friday

Work Location: Remote

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