15 days old

Services Workforce Sr Analyst - Planning

Atlanta, GA 30303
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\u003Cdiv data-field=\u0022Position_Description\u0022 class=\u0022Summary\u0022\u003E\u003Cstrong\u003EPOSITION PURPOSE\u003C/strong\u003E\u003Cbr /\u003EThis Sr Analyst - Planning is responsible for being the expert on business unit trending, seasonality and influencers; they forecast demand, workload, resources and performance levels. They are an informal leader of other workforce analysts and is a strong member of the Workforce Management (WFM) team. This role creates business outlooks, incorporates finance, marketing and field views into the holistic picture of contact center performance.\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003EMAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES\u003C/strong\u003E\u003Cbr /\u003E10%-Conduct short range and long range staffing/volume analysis utilizing business and systems expertise \u003Cbr /\u003E 20%-Responsible for the forecasting and scheduling process and serve as an escalation resource for Tier 1 support of the Blue Pumpkin system and Avaya CMS. \u003Cbr /\u003E 20%-Evaluate options for supporting new functions/changes to current processes that impact staffing, prepare cost/benefit or other analysis for various levels of leadership. \u003Cbr /\u003E 20%-Analyze staff deviations. Develop center, team and individual productivity reports and validate metrics to ensure staff productivity and occupancy are maintained. Participate in end-to end implementation planning to include change management, training and support \u003Cbr /\u003E 20%-Facilitates all aspects of individual projects to include work plans, issues and status reports. Prepare, develop or configure programs and processes typically of moderate to high complexity. Participate in and perform appropriate quality assurance testing. \u003Cbr /\u003E 10%-Lead, coach and develop HRIS Business Analyst as needed to accomplish business goals.\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003ENATURE AND SCOPE\u003C/strong\u003E\u003Cbr /\u003EPosition reports to Workforce Manager \u003Cbr /\u003EThis position has no direct reports\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003EENVIRONMENTAL JOB REQUIREMENTS\u003C/strong\u003E\u003Cbr /\u003E\u003Cstrong\u003EEnvironment:\u003C/strong\u003E\u003Cbr /\u003ELocated in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003ETravel: \u003C/strong\u003E\u003Cbr /\u003ETypically requires overnight travel less than 10% of the time.\u003C/div\u003E\u003Cdiv data-field=\u0022Postion_Requirement\u0022 class=\u0022Requirement\u0022\u003E\u003Cstrong\u003EMINIMUM QUALIFICATIONS\u003C/strong\u003E\u003Cbr /\u003EMust be eighteen years of age or older.\u003Cbr /\u003EMust be legally permitted to work in the United States.\u003Cbr /\u003E\u003Cstrong\u003E\u003C/strong\u003E\u003Cbr /\u003E\u003Cstrong\u003EYears of Relevant Work Experience: \u003C/strong\u003E5 years\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003EPhysical Requirements:\u003C/strong\u003E\u003Cbr /\u003EMost 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 /\u003EExperience with the use of MS Office, including Excel and Access, PowerPoint, Workforce Management tools\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003EKnowledge, Skills, Abilities and Competencies:\u003Cbr /\u003E\u003C/strong\u003EStrong leadership and analytical reasoning skills \u003Cbr /\u003ESolid communications and interpersonal skills; ability to develop effective business relationships and build consensus \u003Cbr /\u003EStrategic thinking with a strong operational background in implementation of new programs and change management \u003Cbr /\u003ESound business judgment, analytical skills and ability to effectively manage issues and risks \u003Cbr /\u003EEffective consulting and facilitation skills\u003C/div\u003E
Posted: 2021-07-15 Expires: 2021-08-14
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Services Workforce Sr Analyst - Planning

Home Depot
Atlanta, GA 30303

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