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Job Details

Senior Workforce Planning Analyst

Company name
Carhartt, Inc.

Location

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Senior Workforce Planning Analyst

in

United States

Position Details

Position Location: Dearborn, MIDepartment: Customer EngagementReports To: Contact Center Operations Performance ManagerFLSA: Exempt Job Band: Professional

Summary

The Senior Workforce Planning Analyst is responsible for all facets of contact center volume forecasting, scheduling, contact volume monitoring and adjusting resources to meet changing demand requirements. Responsible for determining and communicating work schedules and resources for multiple contact channels. This role will work with customer service Director, Managers, and Supervisors to ensure adequate staff and interval coverage, as well as, to develop contingency plans during times of peak demand and low service levels.

Responsibilities

Operational Delivery

Forecasting contact volumes, handle times, staffing and other metrics for internal and vendor locations, inclusive of yearly, monthly, weekly, daily, and interval plans.

Facilitate and/or participate in ongoing daily and weekly forecast and staffing meetings

Facilitate weekly forecast/schedule lock contact meetings

Analyze contact volume to make appropriate recommendations based on trends

Analysis of forecast to create and distribute overtime needs, training, and meeting allotments

Strategic Analysis

Analyze long term strategic goals necessary to balance the business requirements and employee needs

Responsible for analyzing trends and providing recommendations that can impact schedules, forecasts, shrinkage, and service levels

Evaluate and recommend new processes and procedures that drive increase efficiencies and decrease costs

Reporting

Responsible for tracking, analyzing and reporting trends on AHT, contact volume, overtime and shrinkage

Design and prepare presentations based on analysis to present to leadership

Compile and analyze report information to measure effectiveness of workforce schedules and recommend adjustments

Develop, create and maintain reporting databases

Develop, create and maintain forecast models

Prepare and create adhoc reporting as requested

Strategic Partnerships

Develop partnerships with internal stakeholders to maintain open communication and continuous improvement methodology

Education

Bachelor's Degree Preferred in Related Field

Equivalent work experience may be considered in lieu of degree

Required Skills and Experience

5 years of Resource Management experience required

3 years of Workforce systems (IEX, Varint, Calabrio, or similar software) experience required, offline scheduling knowledge a plus

Experience with SQL and Access Database knowledge preferred

Advanced experience in Excel including; nestled functions, pivot tables, macros, and ASAP utilities.

Strong analytical skills

Workflow administration experience a plus

Must have strong working knowledge of contact center technology and support functions

Highly self-motivated with professional approach to the business

Strong attention to detail and written/verbal communication skills

Advanced working knowledge of Microsoft applications including; Outlook, Excel, Word and Power Point

Detail-oriented, self-motivated and able to make independent decisions

Strong time management and organizational skills

Working Conditions

Office Environment

Weekend Hours

Travel (20%)

Light Lifting (10-15 lbs.)

Tobacco Free

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Company info

Carhartt, Inc.
Website : http://www.carhartt.com

Company Profile
Carhartt manufactures premium clothing known for exceptional durability, comfort, quality of construction and fit that you can feel in the fabrics and see in the performance. Established in Detroit in 1889, our corporate headquarters is today located in Dearborn, Michigan and our U.S. facilities are located in Kentucky and Tennessee. We have company-owned retail locations throughout the U.S. and our flagship store is located in Midtown, Detroit. We are proud to be making best-in-class apparel for the active worker. Our work environment is friendly, business casual, family oriented and welcoming to all. Our dedication to quality is not only reflected in our products but also in our people. At Carhartt, we are committed to providing our consumer with a brand they can trust and depend on, our associates with career challenges and rewards and our communities with support and assistance.

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