Grande Communications Workforce Management Analyst in San Marcos, Texas

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CitySan Marcos

State/ProvinceTexas [TX]

TitleWorkforce Management Analyst

Job ID1075

Date Added9/2/2016

OverviewGrande Communications is currently seeking aWorkforce Management Analystin our San Marcos headquarters. The WMA will own our end to end process of ensuring the Call Center team is staffed and scheduled to complete workloads within service level goals in support of customer experience objectives. This position will produce detailed forecasting, reporting and analysis. It will identify opportunities to enhance efficiencies as well as defining and implementing process improvements that would improve workforce management processes.

Responsibilities1. Maintain Workforce Management system with accurate call history and arrival patterns.

  1. Maintain external models with updated call volume, Average Handle Time, Shrinkage and other drivers.

  2. Create detailed, accurate forecasts for short and long term labor requirements (from 30 minute interval to monthly, annual) for the call center. Track all relevant data and metrics to support forecasts. Analyze forecast variances and impact on labor requirements.

  3. Conduct what if scenarios and evaluate sensitivity of possible outcomes.

  4. Project staffing needs and subsequent budgetary impact.

  5. Create staffing plans and recommended schedules in line with forecasted demands. Optimize start times to best match business requirements.

  6. Conduct regular trend analysis.

  7. Monitor real time performance and adjustments.

  8. Create and produce regular and ad hoc labor reports comparing forecasted and actual labor performance. Build and maintain department wide reporting. Produce daily and ad hoc reporting and dashboards that measures success against KPIs.

  9. Analyze performance and determine controllable vs. non-controllable factors.

  10. Present analytical data and key recommendations to senior management team. Communicate with leadership to address variances in planned productivity.

  11. Assist VP in mining data to identify improvement opportunities.

  12. Manage improvement opportunities to enhance productivity.

  13. Identify tools that improve labor management capabilities, including forecasting, scheduling, labor management, and reporting.

  14. Supervise and direct activities of Call Center WF & Administrator.

  15. Other duties as assigned.

RequirementsEducation: High school diploma or equivalent

  1. Five years of business intelligence, data mining, or analyst responsibilities in a fast paced call center environment

  2. Five years experience in workforce analytics, workforce planning, labor scheduling

  3. Exceptional analytical, strategic, decision making and problem solving skills

  4. Software skills necessary for efficient analysis and reporting (Advanced Excel skills with ability to create and manipulate data in pivot tables, PowerPoint, workforce management technology and software, ACD, etc.)

  5. Strong mathematical skills required

  6. Extremely organized with the ability to multitask in a fast paced environment

  7. Strong verbal, interpersonal and written communication skills

  8. Ability to work flexible hours to ensure deadlines are met as required

Functional AreaCall Center [Sales & Customer Service]

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