0 suggestions are available, use up and down arrow to navigate them
Human Resources (Hr) A...

Create Job Alert.

Get similar jobs sent to your email

Apply to this job.
Think you're the perfect candidate?
Apply Now
Workforce Management Analyst at Adecco USA

Workforce Management Analyst

Adecco USA Grand Prairie, TX (Onsite) Full-Time
$ 60000 - $ 65000 / Year
Apply Now
Adecco Creative & Marketing is partnering with a large luxury goods company to find a Workforce Management Analyst in Grand Prairie, TX. The Workforce Management Analyst generates and delivers optimized schedules for team members within the CRC by leveraging Workforce Management technology. The Analyst will be responsible for monitoring intra-day performance and entering schedule adjustments to ensure the leadership team accurately assesses staffing requirements.
Salary Range $60k-$65k/yr + competitive benefits | Hybrid role in Grand Prairie, TX (Must be able to commute 3 days per week)
Key Responsibilities:
  • Monitor and manage real-time staff allocation across multiple contact channels to ensure optimized service levels
  • Manage skilling of agents across contact channels, and support real-time skill changes
  • Oversee the assignment of Ambassador's schedules to include organizing and documenting current assignments, any schedule exceptions, and completing corresponding updates in the workforce management tool.
  • Work with CRC leaders to build staffing requirement strategies that account for growth, seasonal variations, and special events affecting call volumes.
  • Creates schedules that ensure achievement of service levels, revenue goals, operating and budget parameters that maintain fair scheduling practices that meet business and employee needs.
  • Respond to Ambassadors and contact center leadership inquiries within SLA parameters.
  • Subject matter expert for the workforce management tool
  • Operational Support:
  • Analyzes, develops, and reports weekly/daily/hourly forecasts and variance reporting.
  • Collects, manipulates, and analyzes historical call volumes for multiple Maisons in order to achieve optimal volume forecasting.
  • Analyzes historical and seasonal trends to propose pro-active operational strategies including FTE requirements and skillset needs.
  • Provides analysis and recommendations that improve service and staffing levels in accordance with portfolio growth to executive management.
  • Verifies staff adherence to schedules, and report planned versus actual staffing data, while working with leadership to improve agent productivity.
  • Develops, maintains WFM reporting through the workforce management tool and BI, that includes call volume trends, long term and short term forecasting results, staffing summaries, adherence achievements, and presents to executive management on a monthly and quarterly basis.
  • Administers call queues within the WFM system, immediately reporting queue issues to all stakeholders, and assists with troubleshooting.
  • As necessary, performs other job related duties.
  • IT Liaison:
  • Collaborate with Local and Central IT to resolve any discrepancies and/or to better understand new reporting functionalities.
  • Act as the Client Relations Center liaison to the IT department for facilitation of system changes and configuration related to reporting.
  • Qualifications:
  • Minimum a Bachelor's degree required
  • 3+ years experience as a workforce management specialist
  • Experience with scheduling in a client relations center environment is a plus.
  • Familiarity with COPC Practice and COPC certification a huge plus
  • Must have excellent communication skills and ability to effectively communicate with many different accents
  • Technical Skills/Abilities:
  • Advance Working knowledge of workforce management software (i.e.: NICE, Calabrio, Verint, IEX, etc.)
  • Knowledge of Microsoft Office Product Suite (Word, Excel, PowerPoint, Outlook) - advanced skills in Excel are required.
  • Knowledge of Salesforce and any Business Intelligence tool ( Power BI, Tableau, SAC) is a plus
  • Personal Skills:
  • Proven ability to work in a fast-paced changing environment.
  • Positive attitude and high resilience.
  • High-level accuracy with excellent attention to detail.
  • Excellent writing, verbal, and analytical communications skill.

  • Equal Opportunity Employer/Veterans/Disabled

    To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to [ Link removed ] - Click here to apply to Workforce Management Analyst />
    The Company will consider qualified applicants with arrest and conviction records

    Recommended Skills

    • Attention To Detail
    • Business Intelligence
    • Communication
    • Customer Relationship Management
    • Forecasting
    • Human Resources
    Apply to this job.
    Think you're the perfect candidate?
    Apply Now

    Help us improve CareerBuilder by providing feedback about this job:

    Job ID: US_EN_99_173860_2063857

    CareerBuilder TIP

    For your privacy and protection, when applying to a job online, never give your social security number to a prospective employer, provide credit card or bank account information, or perform any sort of monetary transaction. Learn more.

    By applying to a job using CareerBuilder you are agreeing to comply with and be subject to the CareerBuilder Terms and Conditions for use of our website. To use our website, you must agree with the Terms and Conditions and both meet and comply with their provisions.