Workforce Analyst – Salt Lake City, UT

Workforce Analyst – Salt Lake City, UT

Posted On: 4-3-2015
Position Title: Workforce Analyst
Job Location: Salt Lake City, UT

Netflix has a great opportunity for a Workforce Analyst that supports the capacity planning for our Europe Region. You will be instrumental in providing workforce planning support to these regions as an extension of the Netflix CS Capacity Planning team. To effectively support our business, candidates for this role must be energetic, with long/short term planning and modeling experience. The performance expectations for this role are high, so only those prepared for growth and excited for a new challenge should apply.

Responsibilities

  • Supports the capacity planning and allocation of contact volume, staffing requirements and/or schedules to our BPO (vendor) partners for our Europe and Latin America Regions
  • Ensure vendors are staffed appropriate to the weekly/monthly forecast while identifying opportunities to increase efficiencies and minimize risk
  • Generate and maintain headcount reporting as it relates to long term and short term staffing needs
  • Provide guidance on headcount requirements and the billable hours needed to achieve acceptable service levels
  • Assist with reconciliation of monthly vendor invoices
  • Ensure shrinkage and off phone activities are planned appropriately in order to maximize utilization targets
  • Conduct weekly staffing calls with the vendors to review performance and ongoing staffing plans
  • Drive and manage overtime requirements as it relates to short term needs
  • Analyze and report historical data and trends and develop supplemental forecast models
  • Track, analyze, and report center and vendor performance
  • Management/oversight of the WF software
  • Perform other duties and assignments as directed

Qualifications/Competencies

  • Qualifications/Competencies:Must have at least two years of workforce management experience or equivalent, with two years of WF software, NICE TotalView preferred and at least one year of capacity planning experience
  • Proficient in MS Excel and experience with Google Docs/Slides/Sheets
  • Strong mathematical, analytical, communication, and organization skills
  • Must be able to work a flexible schedule that enables support across multiple time zones
  • Self-motivated and must excel in a minimally managed position high profile position
  • Previous experience with ACD reporting and administration experience desired