Planning Analyst, Workforce Management

Zoro • Janesville, WI

1d • Hybrid

About The Position

As a Planning Analyst, Workforce Management, you will own the analysis and relationships associated with the overall workforce management strategy. This position creates short-term forecasting, scheduling optimization, and workforce reporting needed to maintain customer service center operations.

Requirements

• 2+ years experience in analysis with an emphasis in logistics and/or forecasting/planning. Modeling, regression and statistical analysis skills.
• Proficient working knowledge or ability to learn Workforce Management Systems, including Verint, Aspect, Genesys, Calabrio.
• Intermediate proficiency in Access, Excel, and Word and G Suite.

Nice To Haves

• Bachelor's Degree in business, economics, or mathematics degree preferred
• Experience with BI Tools (Looker, Tableau, etc.) and/ or SQL
• Experience within a customer service center environment

Responsibilities

• Creates and maintains short-term, long-term and intraday forecasts and schedules driving effective results and achieving service-level commitments.
• Provides analysis and recommendations across varying levels of management to improve resource utilization and performance.
• Partners with workforce management analysts and CS Leaders to achieve intra-day service performance objectives.
• Meets with workforce management partners to discuss the proactive planning strategies and recommends effective resource optimization.
• Identifies Continuous Improvement opportunities in daily work, providing recommendations and creates solutions on how to support and implement solutions.
• Acts as a liaison within the workforce management team and customer service center partners regarding optimization across the organization.
• Partners with workforce management real-time analysts to serve as a mentor in areas such as education of workforce systems, familiarity to short-term forecasting, etc.

Benefits

• Medical, dental, vision, and life insurance plans with coverage starting on day one of employment
• Maternity support programs, nursing benefits, and up to 14 weeks paid leave for birth parents and up to 4 weeks paid leave for non-birth parents. We also support growing your family through access to adoption assistance program
• 6 free sessions each year with a licensed therapist and Wellhub portal membership to support your mental and emotional wellbeing
• At least 18 paid time off days annually for full-time employees and 6 company holidays per year
• 6% company contribution to a 401K Retirement Savings Plan each pay period, no employee contribution required
• Tuition reimbursement, student loan refinancing and access to financial counseling, education, and tools
• Charitable Gift Program - match gift to an eligible educational, cultural, community health, and human service organizations
• Employee discounts and admission to various civic and cultural institutions around Chicago
• Zoro office perks including coffee bar, beer on tap, unlimited snacks, access to the onsite gym, and incredible city skyline views

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1-10 employees