Home Depot HDE Senior Workforce Analyst in Marietta, Georgia

POSITION PURPOSE

This role is responsible for being the expert on business unit trending, seasonality and influencers; they forecast demand, workload, resources and performance levels. They are an informal leader of other workforce analysts and is a strong member of the Workforce Management (WFM) team. This role creates business outlooks, incorporates finance, marketing and field views into the holistic picture of contact center performance.

MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES

10%-Conduct short range and long range staffing/volume analysis utilizing business and systems expertise

20%-Responsible for the forecasting and scheduling process and serve as an escalation resource for Tier 1 support of the Blue Pumpkin system and Avaya CMS.

20%-Evaluate options for supporting new functions/changes to current processes that impact staffing, prepare cost/benefit or other analysis for various levels of leadership.

20%-Analyze staff deviations. Develop center, team and individual productivity reports and validate metrics to ensure staff productivity and occupancy are maintained. Participate in end-to end implementation planning to include change management, training and support

20%-Facilitates all aspects of individual projects to include work plans, issues and status reports. Prepare, develop or configure programs and processes typically of moderate to high complexity. Participate in and perform appropriate quality assurance testing.

10%-Lead, coach and develop HRIS Business Analyst as needed to accomplish business goals.

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

Preferred Qualifications:

Experience with the use of MS Office, including Excel and Access, Powerpoint – Verint Impact 360 / Blue Pumpkin, IEX or other WFM Systems

Manual and Software-aided forecasting, trending and capacity planning

Critical thinking / reasoning and problem solving skills; Ability to weigh relative costs

and benefits of potential actions, to choose the most appropriate option, and create business justification

Prior Workforce and Analyst experience with a large organization; Should

demonstrate strong customer service orientation with a collaborative and partnering work style

Call Center Experience

Strong focus on data quality, project management and leadership skills; Ability to own and manage multiple projects, create metrics, and conduct result assessments

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.