Home Depot HDE Senior Workforce Analyst in Marietta, Georgia
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
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
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:
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
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.
At least 5 yrs experience in workforce
management, minimum one year
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.