Workforce Planning Analyst

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Position Purpose

The role of the Workforce Planning Analyst is to provide workforce development strategies and solutions; to create workflow scenarios, processes, and documentation to ensure resource optimization; and to provide strategic recommendations to all partners associated with the development, implementation and use of workforce optimization systems.

Primary Responsibilities

  • Creates, maintains and provides accurate forecasts and optimized schedules to effectively meet service level targets.
  • Coordinates scheduling and adherence activities to ensure performance goals are met and maintains and modifies schedules.
  • Consults with all levels of the organization to assess business performance needs.
  • Identifies, recommends, and implements workforce continuous improvement initiatives.
  • Provides analysis across varying levels of management and improves resource utilization and assigned support site performance.
  • Provides cost-benefit analysis in support of company process improvement initiatives.
  • Coordinates resources to resolve system/supplier issues and enhancement/upgrades to ensure optimal software performance
  • Standardizes and documents workforce policies and usage of workforce optimization tools to provide partners with a centralized knowledge source. 
  • Provides partner and new hire training.
  • Supports the department through expertise in workforce optimization tools and processes.

Position Requirements

  • Bachelor's degree from an accredited college or university preferred.
  • Four (4) years of experience or equivalent combination of education and experience required to include two (2) years of experience utilizing workforce optimization tools and processes.
  • Experience within a contact center environment is preferred.
  • Experience with workforce optimization software (i.e. Aspect, Verint/Blue Pumpkin, IEX), and ACD technology (i.e. Avaya, Cisco) is preferred.
  • Excellent communication skills, both written and verbal; capability to understand written and verbal instructions in English as well as demonstrate proficient ability to speak English
  • Demonstrated work ethic; ability to prioritize tasks, meet deadlines and work independently in a fast paced environment; able to work under pressure and effectively manage stress
  • Resiliency to embrace challenges and strive to find creative solutions
  • Strong sense of teamwork and commitment to the larger organization
  • Proven leadership and problem solving with an in-depth knowledge of the business practices and processes
  • Exudes integrity within a professional environment
  • Computer skills with proficiency in Microsoft Office applications (Excel, Access Databases, data entry, email, customer and order management software)

This Position is open to Remote workers

Job ID R10500
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Sophia, Customer Service Representative

“Sleep is integral to a happy healthy lifestyle and it has such a huge impact on everyday life. Sleep Number is a unique company to work for because you’re truly helping people.”

Sophia, Customer Service Representative

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