Workforce Management Analyst, Englewood, CO
Posted On: 2-18-2015
Position Title: Workforce Management Analyst
Job Location: Englewood, CO
Apply at: https://dish-assessment1-dish.icims.com/jobs/30197/job?mobile=false&width=1264&height=500&bga=true&needsRedirect=false
Contact: Elena Gonzalez – Corporate Recruiter | DISH Network L.L.C. | http://careers.dish.com | o: 720.514.5814 | | f: 303.723.3043 | firstname.lastname@example.org
Workforce Management Analyst will be part of the Resource Planning group, responsible for managing and executing plans to efficiently hire and place 10,000+ employees in 26 locations. Overseeing headcount/staff levels. Maintaining staffing to meet customer demand is a key component of success for any business, and the Workforce Management Analyst will play a key role in that success. Additionally, this highly analytical employee will provide additional support of ad hoc reporting and analysis that will be crucial to the functionality of the department.
Primary duties fall into the following categories:
? Maintain and Enhance employee hiring plan for short-term and long-term staffing needs.
? Make recommendations as needed to meet service level goals by skill, site, day of week, and time of day.
? Lead staffing review meetings with management and analysts discussing historical and future scheduling results.
? Analyze data and identify opportunities for improvement in performance and results.
? Create and maintain tracking tools to optimize performance, and perform ad hoc analysis/reporting as needed.
? Maintain and validate short-term and long-term enterprise capacity plan for multi-skilled agents in call centers worldwide.
? Partner with forecasting and operations teams to align capacity plan with shifting Enterprise needs.
A successful Workforce Management Analyst will have the following:
? Bachelor’s degree from four-year college or university; two years related experience; or equivalent combination of education and experience.
? Advanced Excel skills required; knowledge of workforce management principles and Aspect eWFM preferred.
? Strong analytical and mathematical skills to collect and interpret data to solve problems.
? Strong oral and written communication skills with all levels of personnel, and ability to multitask in a fast-pace environment.
? Superior organization and time-management skills.
? Ability to work independently as well as with a team.