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EssilorLuxottica · 1 month ago

Workforce Management Analyst

Mason, OH

Full-time

Onsite

Entry, Mid Level

2+ years exp

EssilorLuxottica is a global leader in the design, manufacture, and distribution of vision care products. The Workforce Management Analyst is responsible for creating, implementing, and maintaining workforce management processes in the Luxottica Service Center, including forecasting, staffing analysis, and schedule management.

EyewearHealth CareProduct Design

Responsibilities

Forecasts and performs staffing analysis

Creates and distributes forecast-driven work schedules for multiple areas of the call center

Manages and maintains PTO tracking/data for various functional areas

Administers/Assists with maintenance of user profiles in various data repositories

Satisfies ad hoc analysis requests to support current call center activities

Provides occasional call center hardware and software troubleshooting and support

Ensures continuous improvement of call center/workforce management processes through timely problem identification, effective resolution, and process enhancement

Assists with Work At Home Agent support, as required

Qualification

Data analysisCall center operationsWorkforce managementMicrosoft ExcelScheduling applicationsTechnical skillsCommunication skillsCritical thinkingOrganization skillsProblem solving

Required

Bachelor's degree or equivalent experience

2+ years analytical experience

Data analysis experience

Technical skills

Ability to perform extensive data entry accurately and quickly

Working knowledge of data analysis and manipulation tools - Microsoft Excel

Understanding of call center operations and customer service environment

Understanding of call center phone systems and related software (i.e. Interactive Intelligence, Ceridian, Remedy, RightNow)

Excellent written and oral communication skills

Excellent critical thinking and analytical skills, extensive data entry, and an understanding of Call Center operations, customer service, and staffing models

Demonstrated analytical and problem solving skills

Strong organization skills with attention to detail and accuracy

General knowledge of call center industry practices

Ability to manage multiple tasks simultaneously

Flexible and be willing to work extended business hours when needed to satisfy business deadlines

Available to provide after – hours support when necessary to minimize service interruptions