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in Tempe, AZ

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Hours Full-time, Part-time
Location Tempe, AZ
Tempe, Arizona

About this job

The Sr. Analyst, Workforce Management position is responsible for analysis of key factors driving staffing and labor costs within a contact center network. The Sr. Analyst makes decisions based upon the data collected and reports the impact of such decisions, needs to be proactive in determining long and short term staffing needs and the allocation of those resources to achieve business service levels. This position also assists with contingent labor relationships with outsource vendors, drives strategy, cost management, continuous improvement, innovation, performance, and contractor life cycle management for strategic vendors, ensuring compliance to accomplish goals.

Communicates system changes, helps coordinate training, on boarding and off boarding, and identifies service delivery issues and provides solutions as needed. The position works closely with our internal WFM team, quality assurance, training, contact center operations and key contacts of our outsource vendors.

Major Tasks, Responsibilities & Key Accountabilities:

40%- Workforce Management analytics and oversight: Collaborates with real time, scheduling, and forecasting teams to manage primary service lines. Evaluates support options and processes to ensure productivity and optimal occupancy. Recommends improvements of WFM processes.

50%- Outsourced vendor management: Primary point of contact for contract terms/conditions, invoicing, communicating and measuring SOW/MSA deliverables, measurement of key performance indicators and service levels. Ensures vendor compliance with Company and governmental policies.

10%- Participates in cross-functional initiatives to support over all business strategy. Works with business leadership to provide operational and strategic insight and to receive feedback on WFM processes.

Nature and Scope: This position reports to the Senior Manager of Workforce Management. This position has no direct reports.

Environmental Job Requirements: Environment: 1. Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Travel: Typically requires overnight travel less than 10% of the time.

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Standard Minimum Qualifications: Must be eighteen years of age or older. Must pass the Drug Test.

Must pass Background Check. Must pass pre-employment test if applicable.

Education Required: The knowledge, skills and abilities typically acquired through the completion of a high school diplomas and/or GED.

Work Experience Required: Physical Requirements: Most 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.

Preferred Qualifications:

*Bachelor's degree preferred

*Experience forecasting and scheduling in a large, multi-site, contact center network, preferably in a CLM (Contingent Labor Management) or CWM (Contingent Workforce Management) setting

*Knowledge of Microsoft Office Suite, including Excel, Word, and PowerPoint

*Experience working with contact center systems such as AVAYA/CMS, Verint Impact 360, NICE.

Preferred Knowledge, Skills, Abilities and Competencies:

*5 yrs. previous Workforce Management experience preferred in a contact center setting

*Critical thinking/reasoning and problem solving skill with an ability to weigh relative cost and benefits of potential actions to choose the most appropriate option and create business justification

*Good troubleshooting skills and ability to balance and prioritize multiple projects and action items concurrently.

*Strong interpersonal skills, especially when translating information back and forth between technical/non-technical audiences and with senior leadership

*Ability to work with minimal direction and make progress in ambiguous situations

*Ability to build strong customer relationships and delivering customer-centric solutions.