Workforce Management Analyst

Starkey Hearing Technologies
United States, Minnesota, Eden Prairie
Nov 05, 2024
Description Are you passionate about data-driven decision-making and optimizing team performance? As our Workforce Management Analyst, you'll play a key role in shaping the success of our Customer Service teams. In this role, you'll manage scheduling, forecasting, and reporting, using insights to support strategic goals and help teams work smarter, not harder. You'll collaborate with leadership, gain hands-on experience with industry-leading software, and make a direct impact on both employee and customer experiences. If you're ready to bring your analytical skills, problem-solving mindset, and customer-first approach to a dynamic team, apply today and start your next career adventure with us! Starkey is a world leader in the manufacturing and distribution of advanced hearing technologies. We are in the business of connecting people and changing lives. Our teams come to work each day focused on ensuring people everywhere have the products and services they need to hear better and live better. Founded in 1967 by Bill Austin, Starkey is known for our cutting-edge hearing health innovations, industry-leading research and development, and not being afraid to push the edge of what's possible. We are headquartered in Eden Prairie, Minnesota, have over 5,000 employees in 29 facilities across the globe, and do business in more than 100 markets worldwide. Watch this video to see more of what sets Starkey apart. https://youtu.be/9cUYwTlCepg?si=wkovx8_R_iINfrc6 JOB SUMMARY DESCRIPTION The Workforce Management Analyst position is responsible for managing real-time support needs, forecasting schedules, metric-based reports, and proactive trending analysis for the Customer Service Organization. This position is responsible for ensuring timely scheduling and forecasting for multiple teams within North America through trending and optimization of a workforce management software application. This role will work closely with Customer Service leadership, IT, and team members to achieve business objectives. Provides additional support and participates in projects, as required. JOB RESPONSIBILITIES Forecasting & Scheduling Responsible for employee resource forecasting of schedules across teams Manage and respond to employee requests in a timely manner Ensure queue is monitored and optimized to meet service level and staffing goals Responsible for setup and maintenance of employee schedules including time-off requests Ability to model future service needs and staffing based on recent and trending metrics Reporting Create and maintain trending and business performance reporting for service metric analysis daily, weekly, monthly, and annually Creates standard of work and validates data Analyzes First Contact Resolution data weekly Analysis Conduct root-cause analysis of daily, weekly, monthly, annual performance to ensure Operational Service Level metrics and key performance indicators have actionable recommendations to meet service goals, when applicable Proactively designs team resources to ensure optimal resource utilization Analyze and adjust forecasts daily Apply solutions to create efficient processes for customers and employees Communicates trending and results with leadership. Provides feedback to assist management to meet daily/weekly goals. Participate and lead projects, as directed Other duties/responsibilities as assigned JOB REQUIREMENTS Minimum Education, Certification and Experience Requirements Education (i.e. 4-year college degree, license, certification) Bachelor's degree or equivalent experience required Experience (i.e. years of work experience related to the job) Minimum of 2-year experience working in or supporting Customer Service/Operations role Knowledge Ability to analyze data and business processes High degree of computer literacy required Previous scheduling and experience with Workforce Management software preferred Working knowledge of Salesforce Service Cloud, Cisco Finesse Agent Desktop & Unified Intelligence Center, 2Ring, WebEx Cloud Calling & Contact Center, and Verint preferred Competencies, Skills & Abilities Excellent oral and written communication skills Excellent organizational skills Excellent problem-solving skills Positive attitude #LI-KS2 Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)