Workforce Management Analyst

nd profit sharing

• Educational Assistance (full time - 40+ hours only)

ABOUT THE JOB

This role offers a hybrid work environment requiring at least 3 days in the office, which will primarily be based out of our office in Weldon Springs but could also work out of our Maryland Heights and Corporate Campus (Clayton) location. This opportunity has a schedule of Monday - Friday with start time from 7:00-8:00am CST with flexibility needed based on business needs. The starting pay for this role is $61,000/yr. Compensation decisions will be made based on factors that include but are not limited to experience, education, location, and skill level.

ABOUT THE TEAM

Enterprise Mobility's Support Services teams are responsible for Global Call Center Operations, Replacement Rental Services Support, Information Management, Customer Service Metric Programs, North American Roadside Assistance, Sales Support, Small Business Programs and Technical Support Helpdesks. This team consists of over 4,000 customer service professionals, support staff and management around the globe in 15 different countries with 70+ million customer contacts handled annually.

Responsibilities

• Analyze, interpret, and validate data using internal workforce management and contact center applications to create short-term and long-term staffing forecasts and related reporting

• Collaborate with various levels of management to understand business needs and trends to develop positive working relationships and resolve scheduling issues

• Evaluate, document, and adjust forecasts as necessary to account for actual volumes compared to forecast, and recommend changes to enhance productivity and customer satisfaction

• Evaluate trends including workload, arrival patterns, staff productivity, staffing levels, etc. to proactively make recommendations on adjusting the scheduling plan, providing actionable steps to resolve issues

• Monitor real-time work queues, analyzing to maintain optimal staffing levels, utilizing the schedule bidding process and tools like voluntary time off to resolve gaps in scheduling working to meet forecasted requirements

Equal Opportunity Employer/Disability/Veterans

Qualifications

• Must live in the state of Missouri and be willing and able to travel to the St. Louis offices weekly as needed

• Minimum (1) one year of Workforce Management experience preferred

• Bachelor's degree in Mathematics, Statistics, Data Analytics, or MBA required

• Must be authorized to work in the United States and not require work authorization sponsorship by our company for this position now or in the future

• Must be at least 18 years old

WFH Technical Qualifications for your home office:

• The address on your application must be your current, accurate permanent address

• Must have access to a cell phone to validate security information authentication

• Must have reliable and consistent high-speed internet access provided by a cable or fiber provider (no DSL, satellite or wireless)

• Minimum upload speed of 10 mbps and minimum download speed of 100 mbps

• Use of wireless, hotspot or WiFi "air cards" are NOT ALLOWED

*Enterprise reserves the right to verify that your PC and internet meets or exceeds these requirements