Senior Workforce Management Analyst
About The Position
About this Opportunity: As a Senior Workforce Management Analyst, you will be responsible creating long- and short-term forecasts for multiple business lines to ensure KPI’s can be met . The position will focus on moving beyond basic reporting. You will build and maintain dynamic dashboards that visualize key metrics such as Erlang-based staffing requirements, Cost Per Contact, and Net Staffing. As we continue to evolve and live our Orion values, we are looking for someone to grow with us. For External Candidates: Candidates must work in-office at one of the following locations for at least 3 days per week: Omaha, NE or Lehi, UT.
Requirements
- Has proficiency with administration of WFM software (Playvox, Calabrio, NICE or similar software)
- Effectively communicates with multiple levels of management
- Has advanced analytical skills
- Has the ability to perform deep dive analysis of KPI trends
- Has proficiency with contact delivery solutions (Cisco, GLIA or similar system)
- Thinks strategically
- Fosters a culture of learning and growth
- Has a minimum of a high school diploma or equivalent
- Has a minimum 5 years of WFM experience, with at least 1–2 years in a lead or senior capacity
- Owns and manages relationships with stakeholders directly and works effectively with people at all levels in an organization
Nice To Haves
- Has Salesforce proficiency and Power BI, or a similar visualization tool, proficiency strongly preferred
Responsibilities
- Implement continuous improvements in the forecasting process
- Closely collaborate with operational teams to understand back-office processes in order to forecast future workload volumes
- Analyze and understand call volume drivers and trends
- Provide variance analysis of several key metrics (various forecasts vs each other and vs. actuals)
- Proactively determine risk and opportunities through scenario analysis
- Identify trends in Average Handle Time (AHT) and occupancy to recommend process improvements that reduce "waste" without sacrificing agent morale or client satisfaction
- Develop a short, mid and long-term forecast based on our service delivery strategy using statistical modeling
- Proactively communicate upcoming impacts to staffing models
- Perform other duties and assignments as directed
Benefits
- health
- dental
- vision
- disability coverage on day one
- 401(k) plan with employer match
- paid parental leave
- pet benefits including pawternity leave and pet insurance
- student loan repayment
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
Number of Employees
1-10 employees
