Workforce Management Analyst

Workforce Management Analyst

The Workforce Management Analyst creates, implements, and maintains workforce management in the Luxottica Service Center. This includes forecasting and staffing analysis, schedules, audits, PTO/Schedule bids, trending analysis, and comparison of actuals against forecasts. The use of data analysis tools and software, including call center software technology are required. The Analyst incorporates multiple data points, trends, and various operational requirements (i.e. Service Level) into workforce management analyses. The Analyst prepares and presents information to Operations leaders.

Major Duties and Responsibilities:

• Forecasts and performs staffing analysis.
• Creates and distributes forecast-driven work schedules for multiple areas of the call center.
• Manages and maintains PTO tracking/data for various functional areas.
• Administers/Assists with maintenance of user profiles in various data repositories.
• Satisfies ad hoc analysis requests to support current call center activities.
• Provides occasional call center hardware and software troubleshooting and support.
• Ensures continuous improvement of call center/workforce management processes through timely problem identification, effective resolution, and process enhancement.
• Assists with Work At Home Agent support, as required.

Basic Qualifications:

• Bachelor's degree or equivalent experience
• 2+ years analytical experience
• Data analysis experience
• Technical skills
• Ability to perform extensive data entry accurately and quickly
• Working knowledge of data analysis and manipulation tools - Microsoft Excel
• Understanding of call center operations and customer service environment
• Understanding of call center phone systems and related software (i.e. Interactive Intelligence, Ceridian, Remedy, RightNow)
• Excellent written and oral communication skills
• Excellent critical thinking and analytical skills, extensive data entry, and an understanding of Call Center operations, customer service, and staffing models
• Demonstrated analytical and problem solving skills
• Strong organization skills with attention to detail and accuracy
• General knowledge of call center industry practices
• Ability to manage multiple tasks simultaneously
• Flexible and be willing to work extended business hours when needed to satisfy business deadlines.
• Available to provide after hours support when necessary to minimize service interruptions

Preferred Qualifications:

• Call Center / Customer Service experience
• 2+ years of experience in call center workforce management
• Knowledge of Microsoft Access, Erlang C, ODBC
• Experience with scheduling/workforce management applications (i.e. Optimizer, Blue Pumpkin, IEX, Verint, Pipkins)