Workforce Management Analyst Reporting and Analytics

Profile

Description

The Workforce Management Professional 2 applies and integrates advanced and predictive analysis, people metrics and reporting to develop strategic and operational insights for workforce decision-making (e.g., staffing, learning and development, talent management, diversity and human resource compliance). The Workforce Management Professional 2 work assignments are varied and frequently require interpretation and independent determination of the appropriate courses of action.

Responsibilities

The Workforce Management Professional 2 assesses organizational staffing and identifies requirements and solutions to meet workforce objectives. Provides analysis of talent and staffing needs based on strategic planning at the enterprise level. Understands department, segment, and organizational strategy and operating objectives, including their linkages to related areas. Makes decisions regarding own work methods, occasionally in ambiguous situations, and requires minimal direction and receives guidance where needed. Follows established guidelines/procedures.

Required Qualifications


Demonstrate advanced Microsoft Excel skills including pivot tables, calculated fields and Visual Basic for Applications (VBA)
Capacity planning fundamentals
Provide comprehensive analytics with executive summarization
Knowledge and experience in a workforce management environment
Strong knowledge of Call Center metrics
Comprehensive knowledge of Microsoft Word and PowerPoint
Excellent written and oral communication skills
Strong analysis, critical thinking, and analytical problem solving skills
Ability to handle multiple tasks and deadlines with high level of accountability
Must be passionate about contributing to an organization focused on continuously improving operational performance


Preferred Qualifications


Programming languages; SQL, Python and/or R
Prior experience in Process or Project Management
Bachelor's degree


Additional Information

Scheduled Weekly Hours

40

Company info

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