Senior Workforce Management Planning and Scheduling Analyst

McGraw Hill LLC.

5d • $70,000 - $85,000 • Remote

About The Position

At McGraw Hill we create best-in-class, next-generation learning platforms that are used by millions of students and educators worldwide from kindergarten through graduate school. Our goal is to accelerate student success through intuitive and effective learning tools and content that maximize a teacher’s time and a student’s learning experience. We do all of this in a supportive, collaborative environment where you can grow your career in a way that fits into your life.
How can you make an impact?
McGraw Hill, the leading provider of digital and print educational solutions, is looking for a Senior Workforce Management Planning and Scheduling Analyst. The Senior Workforce Management Planning and Scheduling Analyst is responsible for forecasting, scheduling and planning volume and staffing needs across multiple lines of business within Customer Experience. Responsibilities include providing short-term and long-term interval forecasts (30 minutes, daily, weekly, monthly, etc.), monitoring domestic and outsource partner performance for multiple channels (calls, cases and chats) and working with the vendor on optimal staffing levels while staying in budget.
This is a remote position open to applicants authorized to work for any employer within Canada.

Requirements

• 5+ years of Workforce Management experience.
• 5+ years of vendor management experience.
• Short-term and long-term forecasting for volume and staffing requirements.
• Advanced knowledge of workforce management software (NICE IEX and Verizon Contact Central.)
• Advanced Excel experience.
• Advanced experience creating and monitoring both long-term and short-term staffing plans.
• Advanced experience creating and developing long term and short-term staffing plans.

Responsibilities

• Meeting with domestic leadership and the outsource partners daily/weekly to monitor performance.
• Create contact center forecasts for all contact methods (e.g., phone, email, chat, etc.)
• Short-term and long-term forecasting.
• Design and develop forecasting models using historical data along with anticipated changes that would impact future trends (automation, sales, etc.)
• Continuous monitoring volumes across multiple channels and providing feedback to domestic leadership and outsource partners on necessary adjustments.
• Create associate schedules that match contact arrival patterns, modify schedules based on changes in demand. Schedule associates in required activities that allow service levels to be maintained (team meetings, breaks, lunches, sustainment, coaching, required trainings, etc.).
• Create time off allocations, across work types that ensure service level goals are met and associate satisfaction is achieved as well.
• Serve as a subject matter expert for forecasting and scheduling in both Contract Center and Backoffice environment.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed