Applied Systems · 2 days ago
Sr. Workforce Management Analyst
USA
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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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
Preferred
Proficiency in data management – SQL, Business Intelligence/Analytics/Visualization tools
Benefits
Health insurance plans, dental, and vision
Wellness incentives
401(k) and/or RRSP retirement savings plans with employer match
Competitive paid vacation time and a free day for your birthday
Personal/sick time
Paid holidays
Flex Time
Paid parental leave (U.S. candidates)
Volunteer time off
Company
Applied Systems
Applied Systems is a digital insurance agency that provides software for agency management systems.
1,001-5,000 employees
H1B Sponsorship
Applied Systems has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (2)
2022 (7)
2021 (1)
2020 (1)
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
CapitalGStone Point Capital
2018-10-16Series Unknown· undefined
2017-09-11Private Equity· undefined
2013-11-26Acquired· undefined
Leadership Team
Taylor Rhodes
CEO
Gregory Shiple
Senior Vice President of Support
Recent News
GlobeNewswire News Room
2024-12-03
Company data provided by crunchbase
