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Workforce Management Analyst- Remote
hace 1 mes
**ABOUT UA/UNIFORM ADVANTAGE BRANDS**
***As part of our expansion plans as a growing, global organization, Costa Rica was chosen to open a Shared Services Center, which started operations in December 2020.
While our Costa Rica business office is based in the beautiful and sunny province of Heredia, at a convenient We Work building with wonderful co-working space, most of our global team members in Costa Rica are able to work exclusively from home.
***ABOUT THE ROLE**
This is a great opportunity to join a growing, global organization.
The Workforce Management Analyst plays a key role in gathering business requirements, data from multiple sources, and driving Workforce Management practices across all call center operations
- with the goal to deliver successful forecasting, scheduling, and intraday management support.
This role will interface with all levels of the Operations management team, contact center vendors, and senior leadership.
The Workforce Management Analyst is also expected to conduct research and assist by recommending solutions to increase efficiency and reduce overall operating costs.
**WHAT YOU'LL DO**
- Analyzes and determines best time to conduct off-line activities while maintaining service/productions levels
- Monitors real-time service levels, queue volume, and agent availability to support service level targets.
Realigns resources in real-time to optimize coverage and service level needs
- Coordinate the sensible implementation of staff scheduling requests including swaps, PTO approval, leaves of absence; working to maintain a balance between employee needs and volume demands for the Supervisor's ultimate approval
- Maintains documentation of root causes of service level disruption for forecasting accuracy
- Produce daily, weekly and monthly reports concerning specified departmental staffing, budgeting and efficiency metrics
- Provide accurate and timely reports for monthly performance monitoring
- Performs additional tasks as required or assigned
**WHAT YOU'LL BRING**
- Excellent communication, verbal and written; as well as, interpersonal skills with the ability to effectively listen and communicate valuable recommendations and complex information in a clear and concise manner
- Strong critical thinking and analytical skills.
(Can easily spot trends)
- **MUST HAVE FORECASTING EXPERIENCE**:
- Results oriented, motivated and ability to multi-task to drive simultaneous projects
- Ability to maintain confidential information
- Ability to prioritize multiple assignments and meet all deadlines with mínimal supervision
- Microsoft Office: Outlook, Word, Excel, PowerPoint, SharePoint
- Workforce Management experience working in an inbound contact center setting
- Forecasting and scheduling experience working in an inbound contact center setting is required
- Advanced Microsoft Excel: Formulas, filters, pivot tables, imports/exports data from multiple sources
- Knowledge of contact center metrics, agent behavioral trends (shrinkage), and other factors that affect queue and adherence reporting
- Specific experience working with Contact Center scheduling and forecasting tools required.
Experience with either Pipkin's or Calabrio strongly preferred.
- High School or Equivalent required; Bachelors or commensurate experience preferred
**WHERE YOU'LL WORK**
**REMOTE** **- Work from Home**
Have workplace flexibility - you'll work exclusively from the comfort of your home with no commute
Remote employees are expected to be online and available during the core business hours for their team.
Company computer equipment provided for business use.
**PLENTY OF BENEFITS TOO**
UA BRANDS offers a full range of benefits that addresses both your health and financial needs.
- Private medical insurance
- Life insurance
- Employee Assistance Program - self-care and support for life's everyday challenges
- Continuous remote work
- Paid vacations
- Holiday Pay
- Social Security coverage (CCSS)
- Workers Insurance coverage (INS)
- Referral Program - Get paid to work with Friends
- Regular Recognition, Social Activities and Events - Mandatory Fun
**UA IS AN EQUAL OPPORTUITY EMPLOYER**
As an employee of any UA Brands division, you will be part of an established and dynamic organization.
We believe that success starts from within, and we are seeking individuals who thrive in an environment that encourages and supports self-management.
To provide equal employment and advancement opportunities to all individuals, employment decisions at UA Brands will be based on merit, qualifications, and abilities.
UA Brands does not discriminate in employment opportunities or practices based on race, color, religion, sex, national origin, age, disability, or any other characteristic protected by law.
UA Brands will make reasonable accommodations for qualified individuals with known disabilities unless doing so would result in an undue hardship.
