Senior Analyst Workforce Planning & Ana

Senior Analyst Workforce Planning & Analytics

Location : Orlando, FL, US, 32827 Salt Lake City, UT, US, 84121

Position Summary : The Senior Analyst Workforce Planning & Analytics works directly with the Manager Workforce Planning & Analytics to provide expertise, leadership and support for the Customer Support strategy as well as coaching and mentoring department Analysts. The Senior Analyst works closely with Business Planning to support direct reports in reviewing, updating, and making recommendations for the Customer Support budget models.

Essential Responsibilities : Guide the Workforce Planning & Analytics Analysts to plan, create and execute long range contact center forecasts; Guide the Associate Analyst team to maximize efficiency through fluctuating staffing levels; Guide the Coordinator team in processing Shift Bids and schedule adjustments, and escalations relating to Workforce processes; Develop and mentor the Workforce Planning & Analytics Team to support a broad range of projects, analysis, and reporting specific to Customer Support needs; Take a significant role in the development of Crewmembers to support their engagement, growth, and goal achievement; Perform high profile or complex analyses; Identify and implement process improvements or best practices as it relates to Workforce Management; Work closely with Business Planning to monitor and review the Customer Support budget each month and make recommendations for budget adjustments; Maintain effective communication and collaboration with Leadership and CEX Operations team; Other duties as assigned.

Minimum Experience and Qualifications : Bachelor's degree in quantitative field such as Mathematics, Statistics, Economics, or Business OR demonstrated capability to perform job responsibilities with a High School Diploma / GED and at least four (4) years of previous experience; Demonstrated experience in data storytelling using a complex dataset to present insights, trends or patterns; Expert capabilities with Microsoft Office Suite specifically Microsoft Excel (formulas, pivot tables, data validation, merging data sets); Strong mathematical skills; Experience with Workforce Management; Experience with contact center metrics, including creating and reporting on key performance indicators (KPIs); Proficient in Visualization software (like Tableau, Qlik, PowerBI) and SQL; Ability to think creatively, analyze and troubleshoot to solve complex problems; Ability to manage multiple high priority and time sensitive projects / tasks effectively; Ability to communicate complex ideas and theories to large audiences of diverse skill sets; Excellent verbal and written communication skills; Effective coaching and mentoring skills; Effective research skills including the ability to analyze information and make determinations or recommendations; Available for occasional overnight travel (10%); Able to pass a ten (10) year background check and pre-employment drug test; Must be legally eligible to work in the country in which the position is located; Authorization to work in the US is required, this position is not eligible for visa sponsorship.