Remote Sr. Workforce Mgt. Analyst

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Job Type:

Full time

 

Exempt/Non Exempt:

 

Salary

Job Description:

 

Position Description

​Primary Duties and Responsibilities:

Functions as a consultant to call center management in the development, coordination and facilitation of call center volume forecasts, and schedules.  Recommends alternative ways to operate the call centers to assist management in achieving all critical statistics such as, 80/20 service levels.  Participates in the development and execution of long-term strategic and operations staffing plans.  Evaluates options for supporting new functions or changes to current processes that impact staffing.  Creates new scheduling strategies as business drivers change. 

Determines staffing levels in the absence of assigned personnel.  Responsible for generating accurate forecasts, and daily schedules.  Facilitates over-time and under-time as needed.  Facilitates and executes scheduling bidding process.  Forecasts call volume for special circumstances as needed. 

Maintains the data base systems for the Workforce Management and Automated Call distributor (ACD) Systems. Prepares daily, weekly, and monthly management reports and ensures that reporting is accurate and completed in a timely manner. Provides historical records of ACD and Workforce Management data.

Maintains current knowledge of call center policies and procedures and recommends operational improvements.  Generates and distributes reports.

Provides guidance and leadership to departmental staff as indicated.  Participates in the training of staff members as requested.

Supervisory Responsibilities:

none

Total Compensation Overview

• SR. Workforce Analyst will earn a competitive salary of $49,100 to $76,300 annually with annual bonus potential based on performance.
• Excellent and comprehensive benefits packages are just another reason to work for the Auto Club Group. Benefits include:
  • 401k Match
  • Medical
  • Dental
  • Vision
  • PTO
  • Paid Holidays
  • Tuition Reimbursement

Required Qualifications

Education:

• College level coursework in Computer Science, Business Administration or a related field

Experience:

• Minimum of three years’ experience in Workforce Management or business analysis
• Long term and short term planning, forecasting, and scheduling
• Creating computer-generated statistical reports to management
• Providing written reports to management
• Basic office functions and business analysis
• Managing multiple assignments/projects at the same time
• Preparing and presenting written and visual presentations to management
• Analyzing, business requirements, and translating them into detailed forecasts and schedules
• PC applications (i.e. Excel, word, Access, NT etc.)
• Data flows, data definitions, and database structures
• Creating meaningful statistics, and interpreting statistics accurately

Knowledge and Skills:

• Interface with, and provide support to director-level management
• Work with in short deadlines and constantly changing business requirements
• Manage multiple assignments on a concurrent basis
• Work under minimal supervision
• Work effectively in a team environment
• Identify quickly and resolve complex business problems
• Analyze and present mathematical data and formulas to several levels of management
• Interpret and create mathematical information
• Present statistical information relating to forecasting models
• Provide guidance and work direction
• Using scheduling software
• Organizing and planning
• Innovative problem solving
• Negotiating solutions

Preferred Qualifications

• Bachelor’s degree in Computer Science, Business Administration or closely related field
• Experience using either IEX, TCS, or Blue Pumpkin scheduling software

Work Environment

This is a remote call center position. Call Center employees work remote full-time. An exception to this would be in the case of connectivity or service level issues, in which employees would be required to report temporarily to a designated ACG facility (if located <50 miles from an office) until connectivity or service levels are restored.

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