Job Description
Job Description
We have an immediate opportunity for a Workforce Management Analyst in the Irwindale area. This position will be responsible for the day-to-day support of operation building workforce plans which include forecasting and scheduling. This is an in-office position Monday-Friday.
Duties and Responsibilities
- Must have hands-on experience with workforce Management (WFM) forecasting, scheduling, and performing analysis
- Ability to forecast inputs, volume, Average Handle Time (ATH), shrinkage service levels/Alternate Sales Amount (ASA, abandon rate, occupancy, adherence, backlog
- Experience and proven ability to turn data into operation recommendations, not just reports
- Experience producing staffing plans and explaining tradeoffs (Service vs Cost)
- Ability to work with ambiguity and changing priorities (weather/events/outages/system issues)
- Ability to explain performance drivers and provide direct, easy to understand updates
- Ability to communicate effectively and collaborate with stakeholders, operations, and vendors
Education and Experience
- Degree preferred, minimum of five plus years of direct contact center WFM experience may substitute
- Five or more years of experience performing resource management and/or business planning
- Advanced level of experience working with Microsoft Office Suite to include Excel performing pivot tables, lookups, nested formulas, and PowerQuery
- Experience with WFM platforms such as Aspect/Alvaria, Genesys WFM, NICE/IEX, Verint, Calabrio, etc.
- Experience with multi-site and or vendor operation and ability to manage different shrinkage patterns
- Experience supporting multi-skill routing and queue strategies
- Knowledge of intraday management practice and real-time levers (OT, VTO, reassignments, skill changes)
- Familiarity with capacity planning for seasonal peaks and event-driven volatility (outages, billing, cycles, weather)
- Proficient with SQL, Power BI/Tableau, or data modeling skills
- Experience building standard work, playbooks, governance routines, and reporting automation
- Previous exposure to labor rules, union environment, timekeeping systems, and policy constraints
- Experience coaching/mentoring and driving adoption of WFM best practices
Upon a conditional job offer, a drug test and background check will be required.
Compensation based on experience.
(Forecast Analyst, WFM, ATH, PowerBI, PowerQuery, Genesys WFM, NICE/IEX, Calabrio)
Company DescriptionAbout us:
347 Group, Inc. provides staffing resources to a variety of industries. We have an experienced team of staffing professionals and provide a wide range of services to our clients. Visit our website www.347group.com.
Company Description
About us:\r\n\r\n347 Group, Inc. provides staffing resources to a variety of industries. We have an experienced team of staffing professionals and provide a wide range of services to our clients. Visit our website www.347group.com.