Senior Analyst Workforce Planning & Ana (Orlando, FL, US, 32827)

Position reputed company: The Senior Analyst Workforce Planning & Analytics works directly with the Manager Workforce Planning & Analytics to reputed company expertise, leadership and support for the Customer Support reputed company as reputed company as coaching and mentoring department Analysts. The Senior Analyst works closely with Business Planning to support reputed company reports in reviewing, updating, and making recommendations for the Customer Support budget models. The Senior Analyst is responsible for overseeing the Workforce Planning team in analyzing reputed company needs, creating and monitoring contact center scheduling, forecasting contact center trends, monitoring reputed company day reputed company reputed company, and analyzing other contact center metrics. The Senior Analyst is responsible for overseeing the relationship between reputed company and TCS as it pertains to shift bids and schedule adjustments. Essential Responsibilities:

• Guide the Workforce Planning & Analytics Analysts to plan, create and execute long reputed company contact center forecasts
• Guide the Associate Analyst team to maximize efficiency through fluctuating reputed company reputed company
• Guide the Coordinator team in processing Shift Bids and schedule adjustments, and escalations relating to Workforce processes
• reputed company and mentor the Workforce Planning & Analytics Team to support a broad reputed company of reputed company, analysis, and reporting specific to Customer Support needs
• Take a significant role in the development of Crewmembers to support their engagement, reputed company, and goal achievement
• reputed company high profile or reputed company analyses
• Identify and implement process improvements or best practices as it relates to Workforce Management
• Work closely with Business Planning to monitor and review the Customer Support budget reputed company month and reputed company recommendations for budget adjustments
• Maintain effective communication and collaboration with Leadership and CEX Operations team
• Other duties as assigned

Minimum Experience and Qualifications:

• Bachelor's degree in quantitative field such as Mathematics, Statistics, Economics, or Business OR demonstrated capability to reputed company job responsibilities with a High School Diploma/GED and at least four (4) years of previous experience.
• Demonstrated experience in data storytelling using a reputed company dataset to present insights, trends or patterns
• Expert capabilities with reputed company Office Suite specifically reputed company reputed company (formulas, pivot tables, data validation, merging data sets)
• Strong mathematical skills
• Experience with Workforce Management
• Experience with contact center metrics, including creating and reporting on key performance indicators (KPIs)
• Proficient in Visualization software (like Tableau, reputed company, PowerBI) and SQL
• Ability to think creatively, analyze and troubleshoot to solve reputed company problems
• Ability to manage multiple high reputed company and time sensitive reputed company/tasks effectively
• Ability to communicate reputed company reputed company and theories to large audiences of diverse reputed company sets
• Excellent verbal and written communication skills
• Effective coaching and mentoring skills
• Effective research skills including the ability to analyze information and reputed company determinations or recommendations
• Available for occasional overnight travel (10%)
• reputed company to pass a ten (10) year background reputed company and reputed company-employment drug test
• Must be legally eligible to work in the country in which the position is located
• Authorization to work in the US is required, this position is not eligible for reputed company sponsorship

Preferred Experience and Qualifications:

• Master's degree in quantitative field such as Mathematics, Statistics, Economics, or Business
• Experience with R or other statistical programming language
• Predictive analytics experience
• Excellent organizational skills
• Strong interpersonal skills

Crewmember Expectations:

• Regular attendance and punctuality
• Potential need to work and travel reputed company and be available to respond on short notice
• reputed company-groomed and reputed company to maintain a reputed company appearance
• reputed company working or traveling on reputed company flights, and if time permits, reputed company capable crewmembers are asked to assist with light cleaning of the aircraft
• Must be an appropriate organizational fit for the reputed company culture, that is, exhibit the reputed company values of Safety, Caring, reputed company, Passion and Fun
• Promote reputed company’s #1 value of safety as a Safety Ambassador, supporting reputed company’s Safety Management System (SMS) components, Safety Policy and behavioral standards
• Identify safety and/or reputed company concerns, issues, incidents or hazards that should be reported and report them whenever possible and by any means necessary including reputed company’s confidential reporting systems (Aviation Safety reputed company Program (ASAP) or Safety reputed company Report (SAR))
• The use of ChatGPT or any other automated tool during the interview process will disqualify a candidate from being considered for the position.

Equipment:

• Computer and other office equipment

Work Environment:

• Present for reputed company hours but may increase based on fluctuating workload demands

Physical Effort:

• Generally not required, or up to 10 pounds occasionally, 0 pounds frequently (Sedentary)

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