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Sr Workforce Planning Analyst in Round Rock, TX at Sears Member Services Organization

Date Posted: 5/14/2019

Job Snapshot

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Job Description

Req/Job ID: 972233BR
Employing Entity: Sears, Roebuck and Co.
Employment Category: Regular, Full-time
Job Function: Call Center

The Senior Planning Analyst is responsible for forecasting lead and/or call volumes and staffing needs to ensure resources are maximized across the customer network and staffing levels are appropriate to meet target service levels, list penetration, connect rate and revenue targets. This position is accountable for partnering with Human Resources, Training and Operations teams to execute hiring plans and monitor attrition trends and risks. This position will work closely with the leadership team members and the Site Resource Management Team to develop qualitative and quantitative analysis of various strategic business initiatives. Additionally, this position is responsible for forecasting future business needs and implementing a long term strategic plan for all lines of business. This position is responsible for the roll-out of various programs, projects, and initiatives within the Customer network; heavily involved with any process that affects staffing and productivity within the customer network. This position supervises Workforce Planning Analysts. This position performs other specific duties and projects assigned to support the customer network.

Job Duties/Responsibilities:
• Prepares yearly, monthly, daily, and intra-day call volume, average handle time and staffing forecasts
• Ensures sufficient time is planned to support the business needs through training, individual representative development, and team meetings
• Communicates with business leaders as well as remote site management in order to derive a forecast based on historical trends and future initiatives
• Advises and leads the business in determining hiring needs and business decisions (i.e., hours of operation) at the remote sites based on forecasts
• Provides workforce management details surrounding roll-out of projects, plans and initiatives that affect the Customer Network
• Validates and adds to (if necessary) economic business plans
• Tracks historical data at the site and network level
• Initiates and leads projects and project teams to implement improvement initiatives designed to maximize resources across the centers and like functions

Job Requirements

Job Duties/Responsibilities(Contd.):
• Implements like processes and best practices across the call centers
• Provides proactive, solutions-oriented support for the call center management and Workforce Management teams
• Maintains regular communication, contact and coaching with members of department through weekly staff meetings and ad hoc discussions
• Maintains an accurate database of historical information on absenteeism, attrition, management investment, call and lead volume, productivity, service level performance and lead penetration and staffing adherence
• Benchmarks other call centers to ensure we are utilizing current technology and the best methodology for forecasting staffing needs and optimizing profitability
• Investigates ways to streamline processes and data capture process to incorporate downloads when appropriate
• Performs supervisory responsibilities, including, but not limited to: making employment decisions regarding hiring, promoting, demoting, and terminating; conducting performance appraisals; and coaching and developing associates
Education Requirements: Bachelor's Level Degree
Years of Related Experience: 3-4 Years
License/Certificate Required: No
Driver's License Required: No
Travel Requirements: None
Age Requirement: 18+
Job Requirements:
• Ability to perform accurate agent forecasting for highly complex business groups
• Strong analytical skills
• In-depth knowledge of business processes and call center operations
• In-depth knowledge of Excel and other windows based programs used to warehouse, track and analyze data
• Knowledge of process flows and procedures at the remote sites as well as understanding business decisions that drive performance at the network level
• Knowledge of key business decisions regarding appropriate staffing levels, budget saving opportunities, and streamlining call flow processes on a limited basis
• Strong verbal and written communication skills with the ability to communicate in spoken and written English well enough to be understood by direct reports, supervisors, co-workers, and customers
• Ability to enter data and maneuver efficiently using a keyboard, operate a mouse, use telephone and headset equipment, and listen while keying information into the system
• Ability to meet the physical requirements of sitting and some standing and walking, with bending and reaching as necessary
• Ability to demonstrate self‐control by maintaining composure and keeping emotions in check even in difficult situations
• All employees/associates may in the course of their duties come in contact with Credit / Debit Card Data. If this data is exposed as part of their position in the site/center, the associate must protect that data as directed and required by the compliance team to ensure SHC's compliance to current Payment Card Industry (PCI) Data Security Standards (DSS)
Preferred Skills:
• Knowledge of Outbound predictive dialing system methodologies
• Aspect eWFM knowledge
• Experience with skill-based routing
• Supervisory experience