Workforce Management Analyst
Independence Pet Group
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
JuniorMid-Level
About the role
- Produces accurate forecasts of expected workload for a multi skilled contact center
- Ensures staffing and resources are appropriately distributed to meet contractual service level requirements
- Coordinates with Contact Center leadership and other stakeholders to tackle forecasted and emerging challenges to service level target
- Reviews and evaluates PTO requests to ensure effective distribution of shrinkage
- Provides real-time analysis of data and reports on emerging trends and anomalies to leadership.
- Analyzes headcounts for staffing shift bids, scheduling, and budget forecasting.
- Administrates internal WFM and telephony systems
- Conducts Real-time adherence for contact center scheduling.
- Involved in special projects, as needed.
- Performs other duties and responsibilities as assigned.
Requirements
- 2+ years of experience with Workforce Management forecasting and scheduling systems (preferably Verint WFM)
- Demonstrated experience with statistical methods and time series forecasting
Benefits
- Comprehensive full medical, dental and vision Insurance
- Basic Life Insurance at no cost to the employee
- Company paid short-term and long-term disability
- 12 weeks of 100% paid Parental Leave
- Health Savings Account (HSA)
- Flexible Spending Accounts (FSA)
- Retirement savings plan
- Personal Paid Time Off
- Paid holidays and company-wide Wellness Day off
- Paid time off to volunteer at nonprofit organizations
- Pet friendly office environment
- Commuter Benefits
- Group Pet Insurance
- On the job training and skills development
- Employee Assistance Program (EAP)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
workforce management forecastingscheduling systemsstatistical methodstime series forecastingdata analysisbudget forecastingreal-time adherencestaffing analysis
Soft skills
coordinationcommunicationproblem-solving