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Analyst Workforce Management CES/BVG

Las Vegas, NV

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Description Caesars Entertainment Corporation is the world's most geographically diversified casino-entertainment company. Since its beginning in Reno, Nevada, more than 75 years ago, Caesars has grown into a family of affiliated resort casinos on four continents. Caesars-affiliated casino resorts operate primarily under the Harrah'su00ae, Caesarsu00ae and Horseshoeu00ae brand names. Affiliates of Caesars also own the World Series of Pokeru00ae and the London Clubs International family of casinos. The Caesars Entertainment familyu2019s success is a result of an unblinking focus of building loyalty and value with guests through a unique combination of great service, excellent products, unsurpassed distribution, operational excellence and technology leadership. Caesars and its affiliates are committed to environmental sustainability and energy conservation and recognize the importance of being a responsible steward of the environment. Employees of the Caesars family of resort casinos are driven by our Mission, Vision, and Values. We take great pride in living our values Integrity, Service with Passion, Celebrating Success, Diversity, Caring Culture, and Rigor every day. Our mission u201cWe inspire grown-ups to playu201d fuels our passion for an exciting guest experience and a rewarding career. If you have the desire to create memorable experiences, personalize rewards and delight every guest, every team member every time, we invite you to explore our dynamic yet unique career opportunities. Qualifications Responsibilities/Purpose The Workforce Management and Reporting (WFM) Analyst will be responsible for analyzing and reporting on contact volumes and handle times for a multi skilled contact center and creating schedules that will allow the center to meet its service level, sales, abandonment, training, and budgetary goals.The WFM Analyst must be proactive, hardworking, and able to meet deadlines within a fast paced and dynamic environment. Job Functions: Adjusts weekly schedules based upon forecasted contact volume and handle times. Approves and schedules time off and overtime based upon the active forecast and intraday. Assists with maintaining annual vacation schedules based upon forecasts and training needs. Assists with gathering and analyzing data of the shift/holiday bids. Also assists with the production and distribution of the shift/holiday bids. Ensures that service level, abandonment, occupancy and cost per minute goals are met by monitoring and making adjustments to schedules based upon the active forecast and intraday statistics. Monitors activities and assure that agents are adhering to their posted schedules Schedules trainings, buzz sessions, briefings, team meetings and all other off phone activities based upon the active forecast and intraday statistics. Responds to all requests from management and supervisors professionally and in a timely manner. Shifts contact volume based upon intraday between different workgroups and contact centers. Assists with creation of custom reports for management based upon their requests and department needs. Tracks statistics for all department pilots and projects. Maintains and distributes all departmental productivity reports based on data by agent, team and/or department. Maintains agent information within all departmental databases. Processes attendance, FMLA/LOA tracking and payroll to ensure timeliness and accuracy is at the highest standard. Create and distribute WFM Daily Productivity report Participate WFM daily buzz sessions Assist in maintaining data records Monitor, create, and distribute Agent Adherence report Shadow with WFM Analyst II Distribute Hourly Productivity Updates Assist with moving call volume between all call centers Essential Requirements : Education: High school graduate or equivalent required Experience:1-3 years contact center experience including 1 year customer service oriented job experience. Familiarity with reporting and WFM software. Abilities: Must be able to type. Must have a thorough knowledge of the WFM processes including scheduling and daily management. Excellent leadership, organizational, listening, interpersonal, analytical, written and verbal communication skills required. Excellent, developmental and motivational skills required. Must have good mathematical skills and a basic understanding of contact center and workforce management terminology and contact center productivity metrics.u00a0 Able to work independently as well as with a team and take initiative, with minimal supervision. Must demonstrate an upbeat and positive disposition. Must be a highly motivated, proactive individual and independent thinker. Must be able to handle multiple tasks in a high volume, fast paced environment. Knowledge of computer, telecommunications functions and systems, customer service and telemarketing. Desired Skills: Some knowledge of IEX or other scheduling software preferred Intermediate level of Microsoft Office programs (Excel, PowerPoint, and Word). Some experience with forecasting for a small to large contact center. Disclaimer: This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (e.g. emergencies, changes in personnel, workload, or technical developments). Employee Status :Regular Job Level :Entry Level Overtime Status :Non-exempt Travel :No

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