Workforce Planning Administrator Job in Tallahassee, Florida Us
Position Description
Workforce Planning Administrator
Call Center Financial/WPA Analyst
Exciting opportunity to join a growing company in Brevard County. Our client is looking for an experienced analyst to add to their workforce planning team.
Duties and Responsibilities include Develop and modify statistical and agent performance reports according to the company guidelines. Liaise with Technology and Operations teams to recommend and develop new user reports or improve existing reports. Gather feedback from users for recommendations.
Develop procedures and operating instructions for all reporting processes and applications.
Develop spreadsheets and charts to aid in the analysis of existing programs, including forecasting, trending, and profit loss.
Ad hoc labor analysis to determine appropriate staffing levels for process enhancements or prospective business RFQ's.
Responsible for short long term labor management, multi contact type volume forecasting and integration with for accurate budget tracking and monthly variable labor forecasting. Create reporting templates for back office functions to streamline the forecasting process for the team and Clients Requirements: Education * BA/BS degree in accounting, mathematics or statistics
Experience * Experienced in MS Office 2000 applications (MS Excel, MS Access, MS SharePoint) using Microsoft Visual Basic * Experience creating and maintaining Pivot Tables. * Experience with designing reports utilizing OLAP cubes as the data source. * Experience with Avaya CentreVu Supervisor (CMS) report development and Aspects eWFM Scheduling Software. * Call center support department experience required * 1-3 Years Call Center WPA or Equivalent Department Experience * 3-5 Years Call Center Reporting and Data Analysis
