Inclusively · 22 hours ago

Senior Workforce Management Analyst

United States

Full-time

Remote

Mid, Senior Level

3+ years exp

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Responsibilities

Be responsible for all project scheduling and resource allocation

Develop a capacity & forecasting model for Data Services

Create efficient schedules that align staffing levels and project assignments to anticipated demand

Provide real-time insights and regular reporting to leadership

Help to redefine and optimize standard project timelines

Coordinate with Data Services Operations, HR/Recruiting and Finance teams to analyze historical data, headcount, Service Level and forecast demand

Provide real-time monitoring of Data Services demand, staffing variations, and adherence to project schedules for Data Services Migration Engineers

Oversee and manage countermeasures to minimize planning variances of Data Services including reallocation of resources, priority of volume and channel, engaging reserve teams as needed to maximize customer experience, and service levels

Monitor key business indicators such as execution time, efficiency and optimization metrics and productivity to make best decision in the moment

Communicate effectively with internal customers in accordance with the company’s policies, procedures, guidelines, and common practices

Propose and implement ongoing innovations and improvements to Workforce Management processes

Qualification

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Workforce ManagementProject CoordinationScheduling SystemsContact Center WorkloadMicrosoft Office SuiteData ManagementSQLBusiness Intelligence ToolsVisualization ToolsAgile Decision Making

Required

Minimum 3-5 years Workforce Management or project coordination experience in Services

Experience with Enterprise wide scheduling including Strategic Accounts

Hands-on experience and familiarity with workforce management systems; (e.g. OpenAir, Jira, Salesforce, etc.)

Ability to make agile judgement decisions based on ambiguous situations and Data Services performance conditions

Proven analytical and problem-solving skills with attention to detail and accuracy

Excellent written and verbal communications to be able to clearly and concisely work with all levels of the Data Services organization from engineer to Senior Leadership

Ability to work independently and meet deadlines

Solid understanding of the concepts of contact center demand workload, forecasting, staffing, and scheduling

Strong understanding of the key metrics associated with team productivity, efficiency, and quality

Proficient in Microsoft Office Suite, including manipulating data, creating reports, visualizations, and presentations from scratch

Ability to maintain confidentiality of sensitive information