Mercer is seeking candidates for the following position based in franklin, ma, urbandale, ia or remote.
Workforce management senior analyst
What can you expect?
In this role, you will be responsible for producing and maintaining long, medium, and short-range workload forecasts, as well as wfm capacity plan models
You will perform a critical function by ensuring staff allocations are met for mercer’s customer engagement contact center.
You will have the chance to build strong partnerships with various stakeholders across the business, including leadership within multiple departments and sites.
What is in it for you?
Excellent benefits, including: medical, dental, vision, 401k, and generous pto
Opportunity to work with some of the smartest people in the industry, while working for a global company with excellent benefits and a dynamic culture.
We provide opportunities to participate in networking with other colleagues in our business resource groups (brgs) – mercer cares (community involvement), pride, women@mercer, racial & ethnic diversity and rising professionals network!
We will count on you to:
Develop and maintain accurate workload & capacity plan models for the mercer customer engagement contact centers to ensure intraday, short, and long term service level objectives are met
Ensure data integrity and accuracy within all forecast/staffing models by developing and performing logical quality assurance functions
Identify root-causes to determine and quantify reasons for forecast variance and recommend changes to meet target kpis
Conduct multi-layered “what-if” scenarios to assess volume, staffing, performance and cost impact to changes in the business
Coordinate with call center leadership to ensure long-term staffing needs are met, while also confirming short-term coverage is optimized; make recommendations for staff reallocation and/or hiring based on plan and gaps due to workload increases, staff attrition etc.
Evaluate workforce efficiency improvement opportunities and provide recommendations to the contact center leadership team.
Partner with finance and contact center leaders to develop annual budgets
Deliver against annual budget projections
Build and maintain trust and relationships with key stakeholders and business partners
What you need to have:
Prior workforce management experience (3+ years preferred)
Proficiency with ms excel, including the ability to maintain databases, create spreadsheets, and import/export data between applications
Strong analytical mindset, as well as the ability to communication findings both verbally and in writing
Demonstrated ability to function effectively both independently and as part of the broader workforce management team
What makes you stand out?
Prior experience using workforce management software (verint/blue pumpkin, iex, ewfm, etc.)
Prior experience working in a call center environment
Mercer believes in building brighter futures by redefining the world of work, reshaping retirement and investment outcomes, and unlocking real health and well-beingMercer’s more than 25,000 employees are based in 44 countries and the firm operates in over 130 countriesMercer is a business of marsh mclennan (nyse: mmc), the world’s leading professional services firm in the areas of risk, strategy and people, with 76,000 colleagues and annual revenue of $17 billionThrough its market-leading businesses including marsh, guy carpenter and oliver wyman, marsh & mclennan helps clients navigate an increasingly dynamic and complex environmentFor more information, visit https://www.mercer.com/Follow mercer on twitter @mercer.
Marsh mclennan and its affiliates are eoe minority/female/disability/vet/sexual orientation/gender identity employers.
This role is not eligible to be performed remotely from colorado