Senior Workforce Management Analyst
TX - Irving
Job Title: Senior Workforce Management Analyst
As a Senior Workforce Management Analyst you’ll be an important part of what works.
You will have primary responsibility for conducting analyses, producing daily reports and making recommendations to improve the Customer Support Center. This position is responsible for tracking historical key business indicators to ensure accuracy of forecasted call volume and call handling metrics. Additionally, this position is responsible for auditing and checking the accuracy of the forecasted call volume, scheduling of Customer Support Center staff resources, and working with the operation managers and supervisors to make intra-day adjustments in response to unanticipated variations in contact volume or staffing.
- Accurately predict work volume, handle time and staff shrinkage by work type and make staffing recommendations to enhance workforce management and center-wide performance
- Create and maintain attrition capacity modeling, providing recommendations for long-term head count needs
- Proactively analyze inputs, and oversee implementation of continuously improved forecasts and plans; measure performance, identify opportunities, and make recommendations to best achieve KPI metrics
- Create, maintain and distribute reporting and plans to guide operations teams to success and add value to the broader organization
- Analyze (and implement, when applicable) proposals from WFM Analysts related to staffing needs
- Audit forecast models and schedules prepared by WFM team and make recommendations for improvements
- Support WFM-system integrity; validate accuracy of routing changes(post-implementation)
- Maintain relationships with each supported operations team and center Leadership
- Work with the WFM Supervisor to coach and develop analysts, as well as manage and distribute work items
What it means to Be Part of What Works
How we do things at CSC is just as important as what we do. Our values empower every team member to provide the highest level of service to our customers and live their full potential. Our core values are a part of what differentiates us as Best in Class.
- Safety Awareness
- Customer Focus
- Integrity, Trust, & Respect
- Drives Engagement
- Teamwork & Collaboration
- Follows Through on Commitments
In this role, you’ll need:
- Bachelor’s Degree or equivalent; or 5-7 years related experience and/or training; or equivalent combination of education and experience
- Calabrio experience highly desired
- Analytic skills and the ability to interpret journals, reports and governmental regulations.
- Strong written and oral communication skills
- Excellent presentation skills and the ability to effectively and professionally present information to all types of audiences throughout the organization.
- Strong analytical skills
- Advanced Microsoft Office skills
- Skilled at working as part of a team and independently
The CSC ServiceWorks Story
At CSC, we’re in the business of making things work, for our team members, our clients, and our consumers. We’re the leading provider of commercial laundry services and air-vending solutions throughout the United States, Canada, and Europe. Our Best in Class team of 3,000 dedicated professionals benefit from work that’s steady (but never boring), time to enjoy what matters, appreciation and rewards in return for hard work and accountability, and support in growing a fulfilling career. Our work takes us to apartment, condominium, education, hotel and hospitality, and convenience and gas environments around the world. CSC is built on a company legacy that goes back to 1927, and today, we make life easier for over 40 million residents and consumers, property managers, and owners every day.
Job Title: Senior Workforce Management Analyst
As a Senior Workforce Management Analyst you’ll be an important part of what works.
You will have primary responsibility for conducting analyses, producing daily reports and making recommendations to improve the Customer Support Center. This position is responsible for tracking historical key business indicators to ensure accuracy of forecasted call volume and call handling metrics. Additionally, this position is responsible for auditing and checking the accuracy of the forecasted call volume, scheduling of Customer Support Center staff resources, and working with the operation managers and supervisors to make intra-day adjustments in response to unanticipated variations in contact volume or staffing.
- Accurately predict work volume, handle time and staff shrinkage by work type and make staffing recommendations to enhance workforce management and center-wide performance
- Create and maintain attrition capacity modeling, providing recommendations for long-term head count needs
- Proactively analyze inputs, and oversee implementation of continuously improved forecasts and plans; measure performance, identify opportunities, and make recommendations to best achieve KPI metrics
- Create, maintain and distribute reporting and plans to guide operations teams to success and add value to the broader organization
- Analyze (and implement, when applicable) proposals from WFM Analysts related to staffing needs
- Audit forecast models and schedules prepared by WFM team and make recommendations for improvements
- Support WFM-system integrity; validate accuracy of routing changes(post-implementation)
- Maintain relationships with each supported operations team and center Leadership
- Work with the WFM Supervisor to coach and develop analysts, as well as manage and distribute work items
What it means to Be Part of What Works
How we do things at CSC is just as important as what we do. Our values empower every team member to provide the highest level of service to our customers and live their full potential. Our core values are a part of what differentiates us as Best in Class.
- Safety Awareness
- Customer Focus
- Integrity, Trust, & Respect
- Drives Engagement
- Teamwork & Collaboration
- Follows Through on Commitments
In this role, you’ll need:
- Bachelor’s Degree or equivalent; or 5-7 years related experience and/or training; or equivalent combination of education and experience
- Calabrio experience highly desired
- Analytic skills and the ability to interpret journals, reports and governmental regulations.
- Strong written and oral communication skills
- Excellent presentation skills and the ability to effectively and professionally present information to all types of audiences throughout the organization.
- Strong analytical skills
- Advanced Microsoft Office skills
- Skilled at working as part of a team and independently
The CSC ServiceWorks Story
At CSC, we’re in the business of making things work, for our team members, our clients, and our consumers. We’re the leading provider of commercial laundry services and air-vending solutions throughout the United States, Canada, and Europe. Our Best in Class team of 3,000 dedicated professionals benefit from work that’s steady (but never boring), time to enjoy what matters, appreciation and rewards in return for hard work and accountability, and support in growing a fulfilling career. Our work takes us to apartment, condominium, education, hotel and hospitality, and convenience and gas environments around the world. CSC is built on a company legacy that goes back to 1927, and today, we make life easier for over 40 million residents and consumers, property managers, and owners every day.
