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Workforce Management Analyst
5 days agoWhat's your preference?
Job Description
- Req#: JR100951
Employer Industry: Online Education Services
Why consider this job opportunity:
- Comprehensive benefits package including 18 days PTO plus Winter Shutdown and 12 designated holidays
- Opportunity for career advancement and growth within the organization
- Supportive work environment that values diversity and inclusion
- Commitment to employee development with tuition reimbursement for employees and their dependents
- Flexible work arrangements and travel opportunities may be available
- Participation in wellness programs and alternative medicine options
What to Expect (Job Responsibilities):
- Drive staffing initiatives in a blended Contact Center environment and optimize performance through stakeholder interaction
- Analyze work volumes, trends, and staffing requirements to ensure client service level agreements (SLAs) are met
- Provide monthly staffing volume forecasts and assist with daily forecasts as needed
- Serve as a Subject Matter Expert (SME) for Workforce Management technology and reporting
- Track employee adherence to schedules and make necessary adjustments based on real-time data
What is Required (Qualifications):
- Bachelor's Degree in Business, Workforce Management, Operations Management, Statistics, Economics/Finance, or related fields
- Minimum of 2 years' experience in Contact Center Workforce Management roles with increasing responsibility
- Proficiency in CRM systems (preferably Salesforce) and WFM platforms (preferably NICE)
- Strong analytical skills and proficiency in Microsoft Office Suite
- Excellent oral and written communication skills
How to Stand Out (Preferred Qualifications):
- Experience with forecasting and capacity planning
- Familiarity with data visualization tools like Tableau or Power BI
- Strong presentation skills to communicate complex information effectively
#OnlineEducation #WorkforceManagement #CareerOpportunity #DiversityAndInclusion #EmployeeDevelopment
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