Workforce Management Analyst

Operations Strategy Mesa, Arizona


Description

The Workforce Management Analyst, Interfaces and manages the capacity planning, forecasting, scheduling, real time monitoring, call routing for Santander Consumer Customer Care Centers. You will also serve as a primary point of contact for internal business partners.  The analyst will also provide interval level staffing plans and the associated schedules to ensure service level attainment.

RESPONSIBILITIES:

  • Identify critical trends in data, assess associated business impact, and optimize efficiency of Operations through process improvement
  • Collaborate with multiple business partners on an ongoing basis
  • Provide oversight for simultaneous workforce related projects 
  • Allocates appropriate resources to all efforts and ensures initiatives are delivered on time
  • Accountability for accuracy of all reporting and analysis completed in the department
  • Optimizing contact center agent skilling for optimal call delivery in a multi-skill environment

REQUIREMENTS:

  • Bachelors degree in business discipline (Finance, Management, etc.) or Math 
  • 5+ years of Workforce Management or Capacity Planning experience
  • Experience in a global multi-site center.
  • Expert level knowledge of workforce management software (IEX, Aspect eWFM, Verint/Blue Pumpkin or Genesys)
  • Advanced level knowledge of call routing process and technology on Avaya or Cisco platform
  • Ability to demonstrate advanced level understanding of all workforce concepts including capacity planning, short term forecasting, scheduling, real time monitoring, and contact center routing
  • Demonstrated ability to coach to results and improve performance and behavior of direct reports
  • Proven experience providing project and change management for multiple, simultaneous department and cross-functional projects
  • Demonstrated ability to synthesize quantitative data into easy to understand and actionable recommendations through a consulting mindset
  • Expert level knowledge of Microsoft PowerPoint and Excel

PREFERRED EXPERIENCE:

  • Experience in developing and delivering capacity plans for third party partners (workforce)
  • Experience in managing third party partner relationships (workforce)
  • Experience creating and/or managing top down and bottoms up budgeting models
  • Intermediate level SQL and data mining skills to include ability to write and edit queries.  Understanding of database relationship/or database management
  • Experience with BPO or Third party outsourcing 
  • Six Sigma certification (green, yellow, or black belt)
  • Project management certification (PMP)