Workforce Analyst, Retail Customer Care

ndor partners to ensure quality standards for schedule generation and support are maintained. In addition, you will learn to navigate a variety of support tools while ensuring effective communication and maintaining the highest level of quality in all tasks. You will be working in a fast paced, dynamic department that is responsible for building schedules and maintaining staffing for Retail Customer Care worldwide that will minimize customer wait time while stabilizing service level requirements, operational factors, headcount, employee satisfaction and relief.

Description

As Workforce Operations Analysts, we are responsible for performing operational tasks to help support Retail Customer Care business goals. Including the following: - Review / build / manipulate forecasts to predict call volume and work load distribution based on an analysis of historical trends and external factors. - Assess appropriate staffing levels that are needed on a daily, weekly, and interval basis to achieve target metrics. - Responsible for the generation and maintenance of Specialists schedules. - Monitor offline time ensuring service delivery and budgeted shrinkages are accounted for. - Monitor and report on service levels and contact center volumes to make recommendations for real-time queue management. - Monitor all staffing scenarios in a multi-site environment. - Partner with Global WFM team to improve skills and knowledge base. - Analysis of productivity, service levels, contact volume and staff trends, providing recommendations as required. - Facilitate onboarding, off-boarding, and access provisioning tasks for all staffing groups within the RCC organization.

Minimum Qualifications

• Excellent analytical and time management skills with ability and willingness to continue learning

• Familiar with contact center metrics, scheduling principles, and operations

• Demonstrates ability to work effectively with business leadership

• Experience with creation and development of processes and procedures

• Self-motivated, able to prioritize tasks and resolve issues independently

• Innovative, able to propose creative solutions

• Makes space to listen, learn, and amplify diverse perspectives and experiences

• Actively seeks out opportunities to champion and celebrate inclusion and diversity

Preferred Qualifications

• Experience using call center software - eWFM or equivalent preferred

• Multi-channel support experience - including simultaneous chats, email, phone and back office ticketing systems

• Experience producing reports from raw data via Excel or Numbers, Tableau experience preferred

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