[Hiring] Senior Workforce Management Planning and Scheduling Analyst @McGraw Hill LLC.

Role Description

The Senior Workforce Management Planning and Scheduling Analyst is responsible for forecasting, scheduling and planning volume and staffing needs across multiple lines of business within Customer Experience.

• Meeting with domestic leadership and the outsource partners daily/weekly to monitor performance.
• Create contact center forecasts for all contact methods (e.g., phone, email, chat, etc.).
• Short-term and long-term forecasting.
• Design and develop forecasting models using historical data along with anticipated changes that would impact future trends (automation, sales, etc.).
• Continuous monitoring volumes across multiple channels and providing feedback to domestic leadership and outsource partners on necessary adjustments.
• Create associate schedules that match contact arrival patterns, modify schedules based on changes in demand.
• Schedule associates in required activities that allow service levels to be maintained (team meetings, breaks, lunches, sustainment, coaching, required trainings, etc.).
• Create time off allocations, across work types that ensure service level goals are met and associate satisfaction is achieved as well.
• Serve as a subject matter expert for forecasting and scheduling in both Contract Center and Backoffice environment.

Qualifications

• 5+ years of Workforce Management experience.
• 5+ years of vendor management experience.
• Short-term and long-term forecasting for volume and staffing requirements.
• Advanced knowledge of workforce management software (NICE IEX and Verizon Contact Central).
• Advanced Excel experience.
• Advanced experience creating and monitoring both long-term and short-term staffing plans.
• Advanced experience creating and developing long term and short-term staffing plans.

Benefits

• The pay range for this position is between $55,000 - $69,500 annually, however, base pay offered may vary depending on job-related knowledge, skills, experience, and location.
• A full range of medical and/or other benefits may be provided, depending on the position offered.