Contractors’ Warehouse —
Workforce Analyst, Services – Atlanta, GA

Position Purpose:

The Workforce (WF) Campaign Analyst is responsible for cadenced planning and analytical work in a multi-site contact center-style organization to include, but not limited to, campaign creation, modification, and effectiveness. This position will assist Operational stakeholders and Workforce Management (WFM) in developing calling strategies that are optimized for maximum performance and efficiency. Incumbents will be responsible for data collection (via reporting, conversations, and research), analysis, and thoughtful preparation of findings in white papers and/or Microsoft PowerPoint presentations. Incumbents will also be expected to use reporting to provide insights into campaign effectiveness, new strategies, actual performance against operational goals. This role will require frequent coordination of peers and leaders in WFM roles, Operations, Analytics, and IT. A successful WF Campaign Mgmt Analyst will be able to work autonomously, check his/her own work, proactively ask for help, and produce quality work product on the first pass.

Key Responsibilities:

• Creates, updates and maintains databases to ensure inventory and ordering levels. This is accomplished by analyzing past trends, forecasting future volumes, and creating a plan to allocate resources to maintain business service levels.
• Analyze and determine best time to conduct off-line activities while maintaining service/productions levels.
• Attends staff planning meetings, facilitates daily meetings to discuss results for previous day and plans for current and future days. Documents and recommends improvements of workforce management processes.
• Generate and release associate schedules and participates in the creation and implementation of new scheduling strategies
• Designs schedules for the shift bidding or mini bid process, ensuring the schedules match the arrival of calls or non phone work queues. Update associate preferences in Blue Pumpkin to ensure schedules are generated.
• Provides detailed analysis and recommendations for staffing levels during special events, such as holidays
• Develops skilling strategies to meet the call arrival patterns and creates minimal variance in associate occupancy (workload) rates

Direct Manager/Direct Reports:

• Typically reports to Sr. Workforce Analyst
• Responsible for helping others and providing on-the-job training or guidance

Travel Requirements:

• Typically requires overnight travel less than 10% of the time.

Physical Requirements:

• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Working Conditions:

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable. Examples include: telephone operator and file clerk.
• Typically requires overnight travel less than 10% of the time.

Minimum Qualifications:

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.

Preferred Qualifications:

• Extensive experience conducting analyses and building interactive models using Microsoft Excel, Minitab, SPSS, Domo, or similar
• Critical thinking and problem solving skills; ability to weigh relative costs and benefits, choose the most appropriate option, and create business justification
• Extensive experience transforming data into insightful presentations intended for senior-level leadership using Microsoft PowerPoint
• Familiarity with Avaya CMS, Salesforce, SQL, and Tableau Designer
• Prior campaign management analytical experience in a large contact center organization.

Minimum Education:

• The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.

Preferred Education:

• No additional education

Minimum Years of Work Experience:

• 2

Preferred Years of Work Experience:

• No additional years of experience

Minimum Leadership Experience:

• None

Preferred Leadership Experience:

• None

Certifications:

• None

Competencies:

• Call Center Experience
• Previous workforce management experience
• Strong Excel Skills
• Ability to analyze data and make staffing level decisions.
• Ability to work with little direction
• Strong attention to detail and ability to influence others that they don't have direct reporting authority over