Workforce Management Analyst

EssilorLuxottica•Mason, OH

46d

About The Position

The Workforce Management Analyst creates, implements, and maintains workforce management in the Luxottica Service Center. This includes forecasting and staffing analysis, schedules, audits, PTO/Schedule bids, trending analysis, and comparison of actuals against forecasts. The use of data analysis tools and software, including call center software technology are required. The Analyst incorporates multiple data points, trends, and various operational requirements (i.e. Service Level) into workforce management analyses. The Analyst prepares and presents information to Operations leaders.

Requirements

Bachelor's degree or equivalent experience
2+ years analytical experience
Data analysis experience
Technical skills
Ability to perform extensive data entry accurately and quickly
Working knowledge of data analysis and manipulation tools - Microsoft Excel
Understanding of call center operations and customer service environment
Understanding of call center phone systems and related software (i.e. Interactive Intelligence, Ceridian, Remedy, RightNow)
Excellent written and oral communication skills
Excellent critical thinking and analytical skills, extensive data entry, and an understanding of Call Center operations, customer service, and staffing models
Demonstrated analytical and problem solving skills
Strong organization skills with attention to detail and accuracy
General knowledge of call center industry practices
Ability to manage multiple tasks simultaneously
Flexible and be willing to work extended business hours when needed to satisfy business deadlines.
Available to provide after - hours support when necessary to minimize service interruptions

Nice To Haves

Call Center / Customer Service experience
2+ years of experience in call center workforce management
Knowledge of Microsoft Access, Erlang C, ODBC
Experience with scheduling/workforce management applications (i.e. Optimizer, Blue Pumpkin, IEX, Verint, Pipkins)

Responsibilities

Forecasts and performs staffing analysis.
Creates and distributes forecast-driven work schedules for multiple areas of the call center.
Manages and maintains PTO tracking/data for various functional areas.
Administers/Assists with maintenance of user profiles in various data repositories.
Satisfies ad hoc analysis requests to support current call center activities.
Provides occasional call center hardware and software troubleshooting and support.
Ensures continuous improvement of call center/workforce management processes through timely problem identification, effective resolution, and process enhancement.
Assists with Work At Home Agent support, as required.

Benefits

Employee pay is determined by multiple factors, including geography, experience, qualifications, skills and local minimum wage requirements.
In addition, you may also be offered a competitive bonus and/or commission plan, which complements a first-class total rewards package.
Benefits may include health care, retirement savings, paid time off/vacation, and various employee discounts.

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