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As the Manager, Workforce Analytics on the XFINITY Retail Technology team, you will be responsible for driving workforce optimization and organizational effectiveness by staffing our people in the right place at the right time to drive an engaging and satisfying customer experience. You will look for ways to: continuously improve people processes, innovate frontline staffing/scheduling tools and glean meaningful and actionable insight into our customers & employee experience through analytics.
In this role, a hybrid of analytics & functional technology expertise, you will collaborate with business, operations, technology and Human Resources partners to tell a powerful and concise story through data and seek out ways to continuously improve. In addition, you will be the lead business owner for all Retail forecasting, headcount planning, staffing and scheduling tools.
Oversee labor planning and headcount forecasting capabilities by store and drive recommendations to improve predictive accuracy at a month, week, and day and interval level.
Validate and drive recommendations to labor standards to determine approach staffing levels based on various roles and store complexities.
Develop models to predict employee attrition by level; guiding business recommendation and action planning.
Support and execute all WFM (Workforce Management) functions:
- Forecasting & Workload
- Time Recording
Analysis and Continuous Improvement
Serve as a consultant and advisor to the business by researching, analyzing and recommending forecasting strategies, business trends and staffing approaches for increased customers & employee engagement.
Develop a tactical day-to-day operational mindset to identify broader strategic challenges and opportunities to drive larger scale improvements. Must be able to drive strong bias for day to day execution while maintaining strategic focus.
Be an analytical thinker with strong data analysis skills; synthesizing information across multiple platforms, systems, and organizations. Proven ability to develop forecasting and planning tools and processes that manage a large scale operation at a very granular level.
Continuously research new technologies, which can benefit the retail organization.
Excellent interpersonal and relationship-building skills
Knowledge of forecasting methodologies and predictive software/platforms (e.g., SPSS, R)
Experience with data visualization tools (e.g., Tableau, Spotfire, MicroStrategy)
Experience in operations, project management and ecommerce or customer experience, ideally with a focus in customer-facing environments
Master degree in business, mathematics, statistics, economics or operations is preferred
Experience with site analytics, SQL, statistical computing (e.g. R)
BA or BS from in a quantitative field (Business, Math/Statistics, Economics, CS, Engineering, Physics or similar)
Previous management consulting experience is a plus
Generally requires 6-9+ years related experience
Must have Labor System Management including Kronos
Consistent exercise of independent judgment and discretion in matters of significance.
Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary.
Other duties and responsibilities as assigned.
Employees at all levels are expect to:
Understand our Operating Principles; make them the guidelines for how you do your job.
Own the customer experience-think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
Know your stuff-be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
Win as a team-make big things happen by working together and being open to new ideas.
Be an active part of the Net Promoter System-a way of working that brings more employee and customer feedback into the company-by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
Drive results and growth.
Respect and promote inclusion and diversity.
Do what's right for each other, our customers, investors and our communities.
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