WFM Short Term Analyst

Key Relationships: Workforce Operations Leader Director Workforce Management VP, Logistics Workforce Management Analysts & Coordinators Field, Contact Center, Customer Experience, & Sales Leadership North America Managers and Colleagues Key customers, suppliers, vendors and consultants Appropriate Government and regulatory agencies Strong Finance, IT and HR Job Summary: The Short-Term Forecast Analyst is focused on planning the short-term capacity plan (14 – 60 days) and developing call center agent schedules. They will translate the long-term capacity plan into the short-term capacity strategy determining predicted call volume, shrinkage, and productivity. In addition, they will be responsible for creating, publishing, and maintaining schedules for all Customer Service Representatives in support of excellent customer service, financial efficiency and colleague work life balance for the Customer Service Center (CSC). This includes accurate reflection of current shift hours and rotation, planned off phone activities such as team meetings, trainings, holidays, vacations, system issues, unplanned absences, and more. The Short Term Forecast Analyst will have ownership over shift bidding, extra hours and overtime bidding, backfill, identifying and filling coverage gaps, and off phone planning. This includes ownership over the tracking and administration of the attendance policy within the Customer Service Center. Key Performance Indicators: Forecasted HC vs Actual Forecasted Call volumes vs Actual Forecasted Work Orders vs Actual Principal Duties and Responsibilities: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Responsibilities and essential job functions include but are not limited to the following: Maintain Verint WFM system to ensure proper day of week, interval patterns, and seasonality factors are not impaired by special events, outages, routing changes Translate 45-day locked forecast into interval level forecast Create new operational forecast using the WFM system to build 21- and 14-day Intraday Plan (IDP’s). Partner with customer success leadership to review weekly net staffing for 21- and 14-day forecasts Complete reporting and analysis of actuals vs. forecast to improve forecast accuracy down to interval level Create and maintain employee profiles, permissions, and terminations/transfers within the Verint WFM system Schedule creation (new hires, shift bid & holidays) and assignment for Customer Success agents Conduct weekly schedule tests & ensure optimum scheduling Partner with customer success leadership to ensure all off phone activity is pre-planned Ensure employee group assignments are maintained within the WFM system Attend planning meetings with Corporate Training and assess impacts to service level/ASA Communicate with internal colleagues via phone, chat and email. Process schedule exceptions within the WFM software. Determine vacancy and recommend shifts for new hire classes. Generate colleague schedules within the WFM software. Assist with other office duties as assigned. CANDIDATE SUMMARY Required Experience: 1 year of working or collaborating with a Contact Center 2 years’ experience in Workforce Planning or Scheduling 2 years’ experience in creating and managing forecasts using WFM systems and tools Ability to demonstrate a strong understanding of how planning/forecasting staffing requirements translate to the creation of optimal schedules and real-time (intra-day) management Exceptional analytical and problem-solving skills with an ability to translate complicated data into meaningful and actionable information Expert knowledge of Microsoft Office or Google data applications: Excel, Sheets, Access Ability to work with both minimal supervision and with others in a team environment, occasionally under time pressure and on several tasks at the same time. Skilled at oral and written communication SQL knowledge and experience preferred Possess service orientation with desire to make a positive impact on all colleagues. Exceptional organizational skills. Be self-motivated. Basic knowledge of Microsoft Office Suite 2007 or later, especially Excel, Word, and PowerPoint. Have knowledge of Google Suite, especially Google Drive and associated programs frequently used at Rentokil North America. Required Leadership Traits and Characteristics: Strong analytical and problem-solving abilities with a strong understanding of key metrics and trends. Excellent organizational and leadership skills with the ability to operate effectively both strategically and operationally as required. Outstanding communication skills with demonstrated ability to influence at all levels with a range of internal and external stakeholders including customers, employees, and suppliers as required. Able to demonstrate strong levels of drive, work ethic and personal accountability with the ability to work under pressure while maintaining sound judgement and a rigorous focus on the details. Acts with the highest standards of integrity at all times and builds enduring and trusting relationships across all key stakeholders. Formal Education, Qualifications or Training: High School Diploma or general education degree (GED), Bachelor’s Degree preferred 2 or more years’ experience in workforce management. Physical Demands and Working Conditions The physical demands are representative of those that must be met by an employee to perform the essential function to this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Incumbent must be prepared to: Move up to 10 pounds occasionally, by lifting, carrying, pushing, pulling, or otherwise repositioning objects. Sitting for long periods of time while using office equipment such as computers, phones and etc. Fingering and Repetitive motions; such as movement of wrists, hands and fingers while picking, pinching and typing during your normal working environment. Express or exchange ideas with others through the use of spoken word, quickly, accurately, and at an easily audible volume, and receive detailed information through oral communication at usual speaking levels without correction, and/or make fine discriminations in the nature of sounds in the environment. Incumbent is required to have: Close visual acuity to perform detail-oriented activities at distances close to the eyes, as well as visual acuity to perform activities at or within arm’s reach with skill, control, and accuracy, such as preparing and analyzing data, viewing computer screen and expansive reading. Incumbent will be subject to: Inside working conditions: The change of building environment such as with or without air conditioning and heating. Our companies are proud to be Affirmative Action (AA) and Equal Opportunity Employers (EOE) inclusive of veterans and those with disabilities. California residents click here to review your privacy rights. tinyurl.com/CANotice2023 Since 1927, Terminix has been an industry leader in pest control. You’ll be on a mission to find and eliminate insect and rodent infestations, but we're more than just a pest control company. Terminix offers insulation services, wildlife control and many specialized services to help protect your home. It's hard work, but we offer great perks and opportunities for advancement for those who are up for the challenge. Don’t let this opportunity crawl away, literally.

Salary : $53,300 - $67,500