Palladio services offers a wide range of furniture care and warranty services for consumers who purchased furniture through some of the largest retailers in the u.s.
The workforce management analyst prepares and produces work volume and staffing forecast dashboards, as well as comparative data on results vsForecasts, identifies opportunities for improvement and recommends solutionsThis position provides workforce management scheduling and load balancing requirements for work peaks and valleysWorkforce management analyst makes adjustments and recommendations for optimizing scheduling to maximize service and qualityThe workforce management analyst will lead the workforce department and set up the systems and structure to support real time analysis, reporting, routing skills, queues, ivr set upThe role will also be a pivotal driver in the architecture of the workforce management system.
Creates reports and dashboards on historical data and forecasting results from applicable systems.
Creates and maintains call center reporting on various stats and kpis(key performance indicators)
Analyzes data and recommends talent management solutions for implementation.
Monitors real time performance across all business units.
Analyzes and develops weekly recommendations for scheduling and uses staffing requirements, call center and operations schedules to determine required staffing levels to ensure the organization`s ability to meet operational commitments.
Creates integrated database tracking tools for staffing shrinkage patterns (vacation, sick, training, etc.) to optimize staffing plans.
Forecasts all contact types
Maintains holiday patterns forecasts to ensure effective coverage for holidays.
Maintains staffing logs.
Maintains historical models.
Ensures accurate associate skilling and makes adjustments as required.
Tracks and measures real time adherence of associates.
Reviews and approves time off requests within operational guidelines.
Measures departmental attrition and provides reports to leadership.
Other duties assigned by management.
Required skills & education
High school diploma or ged.
One or more years of contact center support experience.
Minimum 6 months of workforce analyst experience in a contact center environment.
Strong understanding of erlang c.
Expert level experience with workforce management software.
Solid understanding of workforce management as relates to day to day business operations.
Excellent verbal and written communication skills required.
Proficiency in gsuite and microsoft office suite applications required.
Strong analytical and mathematical skills required.
Ability to work independently as well as with a team.
Familiarity with the internet and experience using pc databases.
Experience using software to build and maintain complex forecasting models.
Preferred education and experience
What you’ll love about working here:
Friendly team environment
Comprehensive benefits package including: medical, dental, vision, life & disability insurance, and 401k options
Generous pto policy includes: 2 weeks of pto accrual in your first year
Work from home opportunity
Employee recognition program
Learn more about our us at www.uniters.com
Palladio is an equal opportunity employerWe respect and seek to empower each individual and support the diverse cultures, perspectives, skills and experiences within our workforce.