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Workforce and Reporting Analyst
Entertainment & Media Industry Company
Blacklick, OH, United States
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We strive to hire extraordinary, diverse, talented, passionate individuals to help change the way we learn. Because learning changes everything.
Do you have a global perspective and are passionate about succeeding? If so, then let’s talk!
Company is a learning science company that delivers personalized learning experiences that help students, parents, educators and professionals drive results.
Company has offices across North America, India, China, Europe, the Middle East and South America, and makes its learning solutions available in nearly 60 languages.
What will you get out of your career at Company?
• You’ll receive a robust compensation package, 401(k) match, medical/dental/optical insurance and more.
• We all need some time to recharge once in a while. All full-time employees are eligible to receive paid time off, in addition to 10 company-paid holidays per year and a generous sick time policy.
• Eager for a personal and professional development fix? Benefit from online educational programs and/or a generous tuition reimbursement program.
• Are you passionate? If so, you’ll be part of collaborative, creative and purposeful teams who have a history of promoting from within.
• Every position at Company makes an impact on the future of education.
We have an opening for an experienced, innovative, strategic Workforce and Reporting Analyst in our Blacklick, OH office. Does this sound like you?
Reporting to the Sr. Director of Digital Product Support, the Workforce and Reporting Analystwill be responsible for analyzing contact center operational data (call volumes, patterns, schedule exceptions, routing, and agent productivity), creating contact volume forecasts, scheduling activities, and real-time administration to ensure service levels and fiscal goals are achieved.
Critical Functions:
• Workforce Management Responsibilities
◦ Forecasting daily, weekly, and monthly contact volumes, shrinkage factors, average handle time, and turnover.
◦ Developing and updating staff plans weekly to determine future hiring needs.
◦ Creating agent schedules and scheduling other agent contact center activities for 50+ agents.
◦ Making real-time adjustments to staffing to ensure service levels are being met across all service channels (chat, email and phone).
◦ Participating in the execution of call center disaster recovery strategies.
• Reporting and Reconciliation
◦ Developing and maintaining operational reporting for workforce planning (daily/weekly/monthly service level performance, staff plan, shrinkage performance, volumes, average handle time, and budget planning).
◦ Developing and maintaining operational reporting for the contact center as well as the agent level reporting to be used to evaluate achievement of KPI’s.
◦ Complete monthly reconciliation of budget assumptions and actuals to be used toward future forecasts.
• Participating in workforce administration specific initiatives and projects that use standard project management methodologies.
A successful candidate will have:
• Bachelor’s Degree required with a minimum of three plus years in a Call Center WFM role, or equivalent work experience.
• Two years scheduling, capacity planning experience.
• Detail oriented and excellent time management skills.
• Proven experience with data analysis and reporting along with forecasting and scheduling methodologies.
• Demonstrated success managing new initiatives while meeting operational and budgetary requirements.
• Proven ability to effectively influence and manage people, processes, and technology.
• Strong collaboration, verbal, and written communication skills.
• Ability to take data and put it into a format that tells a story that business leaders can understand.
• Ability to think quickly and make decisions about staff deployment that ultimately impacts the business positively.
• Highly analytical with a proven background to work with and understand what the data and metrics are telling us and make recommendations for improvement.
• Flexibility with individual schedule as business needs warrant.
A successful candidate may have:
• Ability to work independently and with little supervision.
• Ability to think quickly and make decisions about staff deployment that ultimately impacts the business positively.
• Technology experience:
◦ Verint 360
◦ Verizon’s Virtual Contact Center
◦ Company website or other CRM tool
• Experience working in the Educational Industry.
Next steps:
• If you’re interested in this position, submit your resume.
• We’ll review your resume, and if you might be a match, we’ll contact you.
• After our first conversation, you may be invited to interview with others at Company. This is your time to shine!
• If you’re eager, dynamic and ultimately a good fit, you’ll be afforded the opportunity to change the future of education.
Join a team of those who want to make a difference in education, are intellectually curious and have integrity! We can offer a means for you to achieve the goals you want to accomplish in your career. Please apply – right now – we can’t wait to meet you!
Company is an EOE/Male/Female/Disability/Veterans/Sexual Orientation/Gender Identity. Only electronic job submissions will be considered for employment. For special accommodation due to disability, please email ___@___(apply_to_show_email) and your request will be forwarded to the appropriate individual.