Home Depot HDE Senior Workforce Analyst in Marietta, Georgia

POSITION PURPOSE

The Services Workforce Senior Analyst is responsible for advanced, multi-channel forecasting and staff planning in a multi-site contact center-style organization. Supported business units operate through traditional inbound and outbound telephone calls, written communication channels (SMS, e-mail, social media, chat), case management, and field-based appointment work. Incumbents will be responsible for data collection (via database queries, conversations, research), analysis, and thoughtful preparation of findings in white papers and/or Microsoft PowerPoint presentations. While ultimately not responsible for ongoing updates and publication of reports, the incumbent will be critical in development of reports and scorecards using tools such as Microsoft Excel and Tableau. Frequent coordination with peers and leaders in Analytics, Finance, Recruiting, HR, Operations (field and corporate). Ultimately serves as a consultant to senior leaders to influence actions to improve service, decrease cost, and drive associate engagement.

MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES

25% Conduct short- and long-range forecasting activities associated with volume, workload, and staffing to include hiring plans and financial (payroll) projections for assigned line(s) of business, branches, and/or stores.

25% Collect data, coordinate analyses, and create robust presentations to answer business questions or convey a recommended course of action to senior leaders.

20% Investigate forecasting and staffing deviations, coordinating with peers to improve forecast accuracy and intraday management operational protocols. Participate in end-to-end implementation activities to include change management, training, and support.

15% Create interactive what-if scenarios to understand impacts of process changes with output for use during meetings, in presentations, or as a component in other decision-making.

10% Audit processes and mechanisms to improve Services Workforce Management reliability and accuracy to include planning models, databases, reporting, etc.

5% Serve as a mentor and coach to other associates within Services Workforce Management.

NATURE AND SCOPE

Posiiton reports to Workforce Manager

This position has no direct reports

ENVIRONMENTAL JOB REQUIREMENTS

Environment:

Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Travel:

Typically requires overnight travel less than 10% of the time.

Additional Environmental Job Requirements: MINIMUM QUALIFICATIONS

Must be eighteen years of age or older.

Must be legally permitted to work in the United States.

Additional Minimum Qualifications:

Education Required:

The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.

Years of Relevant Work Experience: 5 years

Physical Requirements:

Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Additional Qualifications:

At least 5 yrs experience in workforce management, minimum one year supervisory experience

Prior Workforce Management analytical experience in a large contact center organization

Preferred Qualifications:

  • Extensive experience conducting analyses and building interactive models using Microsoft Excel, Minitab, SPSS, Domo, or similar

  • Critical thinking and problem solving skills; ability to weigh relative costs and benefits, choose the most appropriate option, and create

  • business justification

  • Extensive experience transforming data into insightful presentations intended for senior-level leadership using Microsoft PowerPoint

  • Familiarity with data warehousing techniques, database management, and data integrity assurance

  • Familiarity with Verint Impact 360, Avaya CMS (to include database architecture), Salesforce, SQL, and Tableau Designer

  • Familiarity designing environments and tools in Microsoft SharePoint, Quip, or similar

Knowledge, Skills, Abilities and Competencies:

  • Strong leadership and analytical reasoning skills

  • Solid communications and interpersonal skills; ability to develop effective business relationships and build consensus

  • Strategic thinking with a strong operational background in implementation of new programs and change management

  • Sound business judgment, analytical skills and ability to effectively manage issues and risks

  • Effective consulting and facilitation skills

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.