22 days old

Senior Analyst, Workforce Management

Tempe, AZ 85281
\u003Cdiv data-field=\u0022Position_Description\u0022 class=\u0022Summary\u0022\u003E\u003Cstrong\u003EPOSITION PURPOSE\u003C/strong\u003E\u003Cbr /\u003E The Sr. Analyst, Workforce Management position is responsible for analysis of key factors driving staffing and labor costs within a contact center network. The Sr. 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. This position also assists with contingent labor relationships with outsource vendors, drives strategy, cost management, continuous improvement, innovation, performance, and contractor life cycle management for strategic vendors, ensuring compliance to accomplish goals. Communicates system changes, helps coordinate training, on boarding and off boarding, and identifies service delivery issues and provides solutions as needed. The position works closely with our internal WFM team, quality assurance, training, contact center operations and key contacts of our outsource vendors.\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EMAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES\u003C/strong\u003E\u003Cbr /\u003E\u003Cul\u003E\u003Cli\u003E40%- Workforce Management analytics and oversight: Collaborates with real time, scheduling, and forecasting teams to manage primary service lines. Evaluates support options and processes to ensure productivity and optimal occupancy. Recommends improvements of WFM processes.\u003C/li\u003E\u003Cli\u003E50%- Outsourced vendor management: Primary point of contact for contract terms/conditions, invoicing, communicating and measuring SOW/MSA deliverables, measurement of key performance indicators and service levels. Ensures vendor compliance with Company and governmental policies.\u003C/li\u003E\u003Cli\u003E10%- Participates in cross-functional initiatives to support overall business strategy. Works with business leadership to provide operational and strategic insight and to receive feedback on WFM processes.\u003C/li\u003E\u003C/ul\u003E\u003Cstrong\u003ENATURE AND SCOPE\u003C/strong\u003E\u003Cbr /\u003E\u003Cul\u003E\u003Cli\u003EThis position reports to the Senior Manager of Workforce Management.\u003C/li\u003E\u003Cli\u003EThis position has no direct reports.\u003C/li\u003E\u003C/ul\u003E\u003Cbr /\u003E \u003Cstrong\u003EENVIRONMENTAL JOB REQUIREMENTS\u003C/strong\u003E\u003Cbr /\u003E \u003Cstrong\u003EEnvironment: \u003C/strong\u003E\u003Cbr /\u003E Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.\u003Cbr /\u003E \u003Cstrong\u003E\u003Cbr /\u003E Travel: \u003C/strong\u003E\u003Cbr /\u003E Typically requires overnight travel less than 10% of the time.\u003Cbr /\u003E \u003Cstrong\u003E\u003C/strong\u003E\u003C/div\u003E\u003Cdiv data-field=\u0022Postion_Requirement\u0022 class=\u0022Requirement\u0022\u003E\u003Cstrong\u003EMINIMUM QUALIFICATIONS\u003C/strong\u003E\u003Cbr /\u003E\u003Cul\u003E\u003Cli\u003EMust be eighteen years of age or older.\u003C/li\u003E\u003Cli\u003EMust be legally permitted to work in the United States.\u003C/li\u003E\u003C/ul\u003E\u003Cstrong\u003EEducation Required:\u003C/strong\u003E\u003Cbr /\u003E The knowledge, skills and abilities typically acquired through the completion of a high school diplomas and/or GED.\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EYears of Relevant Work Experience: \u003C/strong\u003E5 years\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EPhysical Requirements:\u003C/strong\u003E\u003Cbr /\u003E 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.\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EPreferred Qualifications:\u003C/strong\u003E\u003Cbr /\u003E\u003Cul\u003E\u003Cli\u003EBachelor\u0027s degree preferred\u003C/li\u003E\u003Cli\u003EStrong background in statistics and analytics\u003C/li\u003E\u003Cli\u003EForecasting and scheduling in a large call center, and across multiple centers.\u003C/li\u003E\u003Cli\u003EExperience in a Workforce Management role in a large, multi-channel Contact Center organization\u003C/li\u003E\u003Cli\u003EExperience with Microsoft Excel including data manipulation and formula development\u003C/li\u003E\u003Cli\u003EExperience managing a BPO outsource relationship\u003C/li\u003E\u003C/ul\u003E\u003Cbr /\u003E \u003Cstrong\u003EKnowledge, Skills, Abilities and Competencies:\u003Cbr /\u003E \u003C/strong\u003E\u003Cul\u003E\u003Cli\u003ECritical thinking/reasoning and problem solving skill with an ability to weigh relative cost and benefits of potential actions to choose the most appropriate option and create business justification\u003C/li\u003E\u003Cli\u003EGood troubleshooting skills and ability to balance and prioritize multiple projects and action items concurrently,\u003C/li\u003E\u003Cli\u003EStrong interpersonal skills, especially when translating information back and forth between technical/non-technical audiences and with senior leadership\u003C/li\u003E\u003Cli\u003EAbility to work with minimal direction and make progress in ambiguous situations\u003C/li\u003E\u003Cli\u003EAbility to build strong customer relationships and delivering customer-centric solutions.\u003C/li\u003E\u003C/ul\u003E\u003C/div\u003E


Posted: 2019-11-13 Expires: 2019-12-13

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Senior Analyst, Workforce Management

Home Depot
Tempe, AZ 85281

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