Job Description: Senior Workforce Analyst responsible for performing analysis of historical business data, including past call and transactional volume, projected business trends and events, and other possible drivers of workforce volume to determine future workload trends and plan staffing levels as appropriate for internal and external contact centers. In this role, the Sr. Planning Analyst will partner with business line leaders in both the call centers and back office processing areas to develop staffing capacity as well as assist with ad hoc workforce planning analysis requests to ensure adequate coverage to meet and exceed service standards. Job Responsibilities: Analysis of inputs and recommendation of trends or variances to plan to ensure accurate planning of all input variables affecting the forecast and staff planning. Analysis and support of change management, launches, projects, business segmentation in an timely and accurate manner. Support accurate outsourcing and site allocations to support outsource vendor and lock commitments in a timely and accurate manner. Analysis and recommendations for staffing group effectiveness that drive efficiency balance with quality. Drive budget planning cycles through effective support of operational understanding and planning to maximize the budgeting processes. Drive model improvements to maximize statistical confidence and operational accuracy; Support flexibility and effectiveness of supporting models. Deliver proactive analysis of provided financial forecast and creation of operational forecasts to produce effective projections of inputs and capacity requirements. Provide business analytics and data gathering to support detailed modeling of Capacity Planning and metrics statistically confident projections. Job Requirements: Proficient in Microsoft Office, as well as other related applications. 2+ years capacity planning experience. Ability to work in a team oriented environment focused on cross training and sharing workload responsibilities. 3+ experience working with one or more workforce management systems such as EWFM, IEX strongly desired. Strong analytical and organization skills, including trend analysis. Ability to plan, prioritize and organize effectively / detail-oriented. Excellent written and verbal communication skills are required to interface effectively with staff, managements, and various other internal and external customers. Bachelor’s degree preferred and/or 3+ years of solid call center experience or 2 year of workforce management experience required. Demonstrated ability to work independently, take initiative, problem solve, handle multiple tasks, and prioritize daily responsibilities. Job Details: Company: Nordstrom Vacancy Type: Full Time Job Location: Miami, FL, US Application Deadline: N/A Apply Here getyourvacancy.com
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