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Analyst 2, Resource Planning
7 days agoWhat's your preference?
Job Description
- Req#: R414581
Employer Industry: Media and Technology
Why consider this job opportunity:
- Salary up to $87,304.50
- Eligible for a bonus based on performance
- Comprehensive benefits package designed to support physical, financial, and emotional well-being
- Opportunity for career advancement in a Fortune 50 company
- Work in a fast-paced environment that encourages innovation and teamwork
- Engage in a role that directly impacts customer experience and service efficiency
What to Expect (Job Responsibilities):
- Create and manage schedules based on forecasts from the capacity planning/forecasting team
- Develop and implement processes to enhance business results and team efficiency
- Enforce schedule compliance and communicate changes to management
- Compile and analyze call center performance reports on a daily, weekly, and monthly basis
- Monitor staffing levels and optimize cost per call through forecast analysis
What is Required (Qualifications):
- Bachelor's Degree or equivalent combination of coursework and experience
- 2-5 years of experience in workforce management, specifically in scheduling
- Technical proficiency in workforce management tools such as Alvaria/Aspect
- Advanced skills in Microsoft Excel
- Strong analytical problem-solving abilities
How to Stand Out (Preferred Qualifications):
- Experience with Tableau and SQL
- Familiarity with Omni-channel environments
- Ability to adapt to fast-paced changes in work structure
- Previous experience in call center operations
- Knowledge of key performance metrics such as AHT, Shrinkage, and Attrition Rate
#Media #Technology #WorkforceManagement #CareerOpportunity #CustomerExperience
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