Workforce Management Analyst
Staffmark Group | |
$41.00-$41.00 | |
paid time off, 401(k) | |
United States, Texas, Plano | |
Jan 24, 2025 | |
Staffmark Workforce Solutions offers this exciting contract opportunity at a global leader in electronics, mobile devices, and appliances located in Plano, TX. Workforce Management Analyst Top Skill Sets Required: 1. Workforce Management forecasting in highly complex multi-site, multi-skill environments 2. Verint experience helpful Position Description Responsibilities: * Administration of Workforce Management system(s) * Track, analyze, and report performance * Maintain accurate and historical records * Manage employee information changes * Manage scheduling process(s) * Communicate with management and operations team to ensure compliance with client and company contact standards * Modify call routing and campaigns to ensure contacts are handled and appropriately answered * Call out BPOs as they pertain to occupancy, Utilization, Service Level, AHT, ... * Subject to fill-in for other departments based on business needs * Perform other duties and assignments as directed * Establish and maintain communication services across business units or from the project team to the organization. * Maintain the storage and retrieval of all project communications data and business metrics. * Review contracts, cost proposals, and contract supplements. * Establish and document business processes. * Set up project and work breakdown structures. * Track project budgets and expenditures, and monitor transaction controls and costs against budgets. Requirements: Experience with Verint or any other workforce/scheduling - forecasting system, producing forecast and Headcount needs. Applies analytical and mathematical abilities to develop accurate forecasts of volumes, average handle times, occupancy, and other metrics as required to support advanced forecasting in a highly complex environment. Strong background in forecasting, statistics, people management, and analytics in a contact center environment. * Verbal and written communication skills, attention to detail, customer service, and interpersonal skills. Create reports/comments on actuals to forecast and create action plans for improvement. * Ability to work independently and manage one's time. * Knowledge of business and management principles involved in strategic planning, resource allocation, and production methods. * Ability to apply accounting and mathematical principles to work as needed. * Ability to analyze business trends and project volume and headcount needs. * Previous experience with computer applications, such as Microsoft Word and Excel (a must - intermediate skill level); Enterprise Application experience a plus. * Experience in Verint or any other scheduling/forecasting systems 2 years experience minimum Education/Experience: * Bachelor's degree in business management, economics, finance, accounting, or relevant field required. * 2-4 years' experience required. Staffmark talent working with this client receive competitive compensation and a great benefits package including medical, dental, vision, 401K, and Paid Time Off plus more! Click "Apply Now" to connect with our recruiting team! After you have applied, download our Staffmark Group WorkNOW App to receive real-time job offers and apply for additional opportunities. You can download it from the App Store or get it on Google Play. About Staffmark Staffmark is committed to providing equal employment opportunity for all persons regardless of race, color, religion (including religious dress and grooming practices), sex, sexual orientation, gender, gender identity, gender expression, age, marital status, national origin, ancestry, citizenship status, pregnancy, medical condition, genetic information, mental and physical disability, political affiliation, union membership, status as a parent, military or veteran status or other non-merit based factors. We will provide reasonable accommodations throughout the application, interviewing and employment process. If you require a reasonable accommodation, contact your local branch. Staffmark is an E-Verify employer. This policy is applicable to all phases of the employment relationship, including hiring, transfers, promotions, training, terminations, working conditions, compensation, benefits, and other terms and conditions of employment. All employees are directed to familiarize themselves with this policy and to act in accordance with it. All decisions with respect to employment matters and other phases of employer-temporary employee relationships will be in keeping with this policy and in accordance with all applicable laws and regulations. |