Workforce Management Analyst – Phoenix, AZ
Posted on 12-30-2014
Position Title: Workforce Management Analyst
Job Location: Phoenix, AZ
Company Name – Arizona Public Service (APS)
Contact Information – https://careers.pinnaclewest.com/psp/pserprd/CUSTOMER/HRMS/c/HRS_HRAM.HRS_CE.GBL
Select Workforce Management Energy Delivery Analyst to see details and apply.
Posting open 12/30-1/15
Perform simple to moderately complex technical, financial, operational, and / or decision support analyses of data, business cases, process or performance improvements, system administration and/or hardware/software issues. Support the organization by assisting in project management, business budget/financial analysis, researching and reporting unit performance results. Act as liaison between internal and external customers. Workforce Management (WFM) Analyst monitors real time call volume of inbound call traffic. The WFM Analyst forecasts the call volume and monitors the real time activity to ensure optimum efficiencies. Works to ensure acceptable service levels, abandon rates, and active rates. The position also is responsible for intraday analysis of call flow together with monitoring and adjusting staff resources to meet call volume demands and performance goals. On a regular and continuous basis, the WFM Analyst must exercise judgment and assume responsibility for decisions, consequences, and results having an impact on people, costs, and/or quality of service within the organization.
BA or BS degree in Finance, Accounting, Business Administration or a related field or an equivalent combination of related education and experience. Demonstrated strong analytical ability and initiative. Experience in identifying and implementing process improvements. Knowledge of Microsoft operating systems and applications, CIS, budget systems and specific departmental hardware and software applications.
Provide or participate with others in consultation, evaluation and management of projects to ensure business opportunities are successful through communication, product knowledge, business acumen, training and support.
Conduct or participate with others in financial, operational, and/or decision support analyses of financial data, business cases, process or performance improvements and/or hardware/software issues to provide input to management for strategic and policy decisions.
Provide systems administration and/or hardware/software support to ensure operational efficiency of the organization.
May assist others in providing an on-going interface with business partners and/or vendors to ensure continued support of the operation and enhancements of the product and/or service.
Ensure all communication is timely, accurate and concise. Perform as liaison to all key personnel (vendors, internal departments, associates, and peers).
Assist Management in preparation of annual budget and provide monthly monitoring and evaluation of actual expenditures.
May develop and provide feedback on the department’s work performance. May assist with audits and special projects.