POSITION PURPOSE
This position will be responsible for the analysis of the key factors driving staffing needs and impacting SL/Aban targets. Strong analytical skills and the ability to work independently are essential for this function. The analyst makes decisions based upon the data collected and reports the impact of such decisions. Needs to be proactive in determining long and short-term staffing needs and the allocation of those resources to achieve business service levels. 

MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES

• Creates, updates and maintains databases to ensure accuracy in forecasting staffing needs. This is accomplished by analyzing past trends, forecasting future volumes, and creating a plan to allocate resources to maintain business service levels.
• Analyze and determine best time to conduct off-line activities while maintaining service/productions levels.
• Attends staff planning meetings, facilitates daily meetings to discuss results for previous day and plans for current and future days. Documents and recommends improvements of workforce management processes.
• Generate and release associate schedules and participates in the creation and implementation of new scheduling strategies.
• Designs schedules for the shift bidding or mini bid process, ensuring the schedules match the arrival of calls or non-phone work queues.
• Update associate preferences in scheduling platform to ensure schedules are generated accurately.
• Provides detailed analysis and recommendations for staffing levels during special events, such as holidays and promotional weeks
• Develops skilling strategies to meet call arrival patterns to maximize associate occupancy.

  
  
  NATURE AND SCOPE
  Typically reports to Workforce Manager
  Responsible for helping others and providing on-the-job training or guidance
  This position has 0 direct report
  
  ENVIRONMENTAL JOB REQUIREMENTS
  Environment:
  Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
  
  Travel:
  None, typically requires overnight travel less than 5% of the time
  
  Additional Environmental Job Requirements: