Workforce Management Analyst

Husqvarna Group • Charlotte, NC

1d

About The Position

The Supply Chain Operations Workforce Management Analyst is responsible for interacting with the business stakeholders and subject matter experts in order to understand their problems and needs. Performs various functions, including overseeing all aspects of workforce optimization such as planning, creating, and communicating forecasts and schedules with the goal of enabling a hassle-free and continuous workflow project for Customer Care and the organization. What You Need to Know: • Serve as the primary point of contact on workforce management policies • Serve as subject-matter expert on workforce optimization issues • Ensure service level targets are met; maintain the right headcount, and calculate call capacity • Responsible for the maintenance and upkeep of scheduling software • Responsible for reporting data management activities around employee scheduling and forecasts • Improve processes and increase efficiency of operations by recommending necessary changes • Undertake majority of call forecasting and agent scheduling for the contact center • Resolve errors such as meal break adjustments and correct project code, etc. affecting employees • Adjust total hours worked and any time off (leave) an employee has recorded in applicable software • Onboarding/Offboarding of employees in business systems • Manage real time changes to agent schedules in WFM platform • Serve as point of contact between Operations and Workforce Management to identify: Unexpected changes in volume which require changes to the forecast and/or staffing Unexpected changes to absenteeism which might require staffing adjustments • Perform other duties as requested by supervisor

Requirements

• Bachelor’s degree in business or relevant area
• 2-4 years of professional experience call center workforce analyst position
• Experience using scheduling and forecasting software such as Genesys or any other workforce management software used to manage schedules, work flow, and statistical data
• Ability to comprehend and successfully operate within a complex data & systems structure
• Demonstrated aptitude towards problem solving and root cause identification
• Possess organizational, planning and project management skills and ability to effective drive cross-functional projects – on time and budget.
• Strong Computer Skills and Technical Aptitude (MS Access, advanced knowledge of MS Suite)
• Attention to detail and accuracy

Responsibilities

• Serve as the primary point of contact on workforce management policies
• Serve as subject-matter expert on workforce optimization issues
• Ensure service level targets are met; maintain the right headcount, and calculate call capacity
• Responsible for the maintenance and upkeep of scheduling software
• Responsible for reporting data management activities around employee scheduling and forecasts
• Improve processes and increase efficiency of operations by recommending necessary changes
• Undertake majority of call forecasting and agent scheduling for the contact center
• Resolve errors such as meal break adjustments and correct project code, etc. affecting employees
• Adjust total hours worked and any time off (leave) an employee has recorded in applicable software
• Onboarding/Offboarding of employees in business systems
• Manage real time changes to agent schedules in WFM platform
• Serve as point of contact between Operations and Workforce Management to identify: Unexpected changes in volume which require changes to the forecast and/or staffing Unexpected changes to absenteeism which might require staffing adjustments
• Perform other duties as requested by supervisor

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees