Workforce Analyst I
Company: ADP
Location: El Paso
Posted on: August 3, 2022
|
|
Job Description:
ADP is hiring a Workforce Forecast Analyst I . In this role you
will be responsible for developing accurate forecasts (long, mid &
short) for multiple client channels including but not limited to
Inbound, Outbound, Email and Chat, as well as, back office
workload. In addition, you will be responsible for developing
accurate long-range forecasts to determine overall staffing
capacity requirements. In addition, you will develop staffing
capacity requirements to support EasyPay and RUN and all migration
efforts. This person will also develop accurate mid-range forecasts
to allow for accurate planning of associate development, coaching
and training needs. He/She works closely with Service Management
Project Teams to assess the impact of the project on the forecast
and the ability to deliver on associate initiatives. The Workforce
Forecast Analyst works with Sr. Leadership and Finance during the
fiscal planning process to ensure that planned FTE headcount
supports the Associate and Client Experience goals of SBS.At ADP we
are driven by your success. We engage your unique talents and
perspectives. We welcome your ideas on how to do things differently
and better. In your efforts to achieve, learn and grow, we support
you all the way. If success motivates you, you belong at ADP.We
strive for every interaction to be driven by our CORE values:
Insightful Expertise, Integrity is Everything, Service Excellence,
Inspiring Innovation, Each Person Counts, Results-Driven, & Social
Responsibility.RESPONSIBILITIES:Oversees and maintains the
Workforce Management platform (configurations for skills, call &
multi-channel routing, associates, historical trends, anomalies,
etc.) Multi-channel includes calls (Inbound & Outbound), Email and
Chat.Conducts weekly/monthly meetings focused on reviewing
forecasts, capacity planning, shrinkage review, KPI results, etc.
throughout all levels of leadership in SBS.Establishes a
statistical baseline for call volume forecasts for SBS enterprise.
Provides clear communication of the forecasted workload, changes,
assumptions, inputs, etc to leadership team.Establishes a
statistical baseline for multi-channel (calls, email & chat) and
back office forecasts for SBS enterprise. Provides clear
communication of the forecasted workload, changes, assumptions,
inputs, etc to leadership team.Analyze multi-routing result of call
volumes, call patterns, call trends and staff productivity for
assigned call centers; use this information to build, coordinate,
and accurately maintain employee long-term schedulesMaintains
events calendar on behalf of Region (meetings, trainings, 1:1
sessions, etc) and ensure that impacts to business are captured,
analyzed and recommendations on staffing supporting the associate
experience are delivered in a timely mannerIdentifies and
researches Region -wide service level risks for problem resolution
and management notificationCreates business process/workflow for
agents across SBS to use self-serve functionality in workforce
management schedulingResponsible for updating statistical info into
WFM modeling softwareResponsible for assisting WFM Director/Manager
in training and supporting new WFM team members. This includes
training of the WFM platform, policy and procedures and all
additional related systemsQUALIFICATIONS REQUIRED:Bachelor's
Degree-Required with Major Area of Concentration in Math, Business,
Statistics, Technology or related field.3 -5 years
experiencePreference will be given to candidates who have the
following:Proven workforce management experience and strong
knowledge of call center operationsProven experience forecasting
with WFM applications Genesys (preferred), Aspect, Verint, Pipkins,
IEXSolid understanding of call routing strategies (CentreVu,
Meridian, etc..)Skills & Abilities:Ability to prioritize, organize
and summarize dataStrong Excel skills, and solid working knowledge
of Word, PowerPointAttention to detail and processAbility to
influence and drive resultsDemonstrated effective verbal and
written communication skillsOpen to learning new approaches and
willingness to take directionAbility to learn and work in a fast
pace environmentExplore our COVID-19 page to understand how ADP is
approaching safety, travel, the hiring interview process, and
more.Diversity, Equity, Inclusion & Equal Employment Opportunity at
ADP: ADP affirms that inequality is detrimental to our associates,
our clients, and the communities we serve. Our goal is to impact
lasting change through our actions. Together, we unite for equality
and equity. ADP is committed to equal employment opportunities
regardless of any protected characteristic, including race, color,
genetic information, creed, national origin, religion, sex,
affectional or sexual orientation, gender identity or expression,
lawful alien status, ancestry, age, marital status, or protected
veteran status and will not discriminate against anyone on the
basis of a disability. We support an inclusive workplace where
associates excel based on personal merit, qualifications,
experience, ability, and job performance.Ethics at ADP: ADP has a
long, proud history of conducting business with the highest ethical
standards and full compliance with all applicable laws. We also
expect our people to uphold our values with the highest level of
integrity and behave in a manner that fosters an honest and
respectful workplace. Click to learn more about ADP s culture and
our full set of values.
Keywords: ADP, El Paso , Workforce Analyst I, Professions , El Paso, Texas
Click
here to apply!
|