Workforce Management Analyst, IT

1 week ago

Pasadena, United States Dine Brands Global Full time

Based inPasadena, California,Dine Brands Global, Inc.(NYSE: DIN), through its subsidiaries, franchises restaurants under Applebee's Neighborhood Grill + Bar, IHOP and Fuzzy's Taco Shop brands. With over 3,500 restaurants combined in 18 countries and 354 franchisees as of December 31, 2023, Dine Brands is one of the largest full-service restaurant companies in the world. For more information on Dine Brands, visit the Company's website located atwww.dinebrands.com.

Reporting to the Vice President of IT, Project Management Office (PMO), the Workforce Management Analyst will play a crucial role in optimizing FTS employee performance and ensuring that an organization's resources are utilized effectively to meet business needs and committed service levels. The Workforce Management Analyst will collaborate with internal teams, monitor performance, analyze data using predictive modeling, and recommend process improvements.

Responsibilities:

  • This role is responsible for volume forecasting, daily reporting, staffing & scheduling, and monitoring of real-time performance of the FTS Help Desk.
  • This includes reviewing team member schedule adherence, assisting with intraday management of resource capacity, monitoring multiple channel performance and productivity, identifying schedule adjustments to meet staffing and service goals, conducting call analytics, developing, and monitoring coverage strategies and helping build and modify reports.
  • Monitor forecast accuracy across multiple contact channels and improve understanding of volume drivers until they get within a reasonable accuracy rate.
  • Assist with setting schedules and implementing processes for agent schedule changes and flexibility to make sure that we have the right number of people at the right times of day to achieve service levels
  • Use WFM tool to help create interval forecasting at various skill/process levels, manage intraday performance by switching agents to where they are needed, set reasonable targets for occupancy and schedule adherence, and have a process for managing it
  • Accurately forecasts attrition and works closely with the leadership team to proactively hire to the right level
  • Provides recommendations for short and long-term staffing needs
  • Ad Hoc Analysis and Reporting
  • Identify and apply analytical skills to answer questions about periods of volume spikes and conduct postmortems on the occasion when poor service levels occur.
  • Identify out of line KPIs including but not limited to over/under-utilized agents, long ACW, customers on hold for greater than `30 seconds and are able to get to their root causes to help resolve.
  • Leverage data and financial analysis, workforce models, and innovation to inform, advise, problem solve, and influence decisions and outcomes that align with strategic priorities.
  • Utilize Call Analytics to identify inefficiencies and opportunities with processes, staffing and technology Partner with businesses to identify, develop and implement strategies to drive performance
  • Create, maintain, and distribute reporting and conduct variance analysis that adds insight to processes.
  • Analyze trends, understand seasonality, work closely with key business partners including sales, client success, and the product teams to understand the account placement pipeline, and deeply understand how account volumes and industry and economic trends translate to contact center volumes
  • Accurately predict work volume, handle time and staff shrinkage and appropriately schedule the workforce to meet service levels and improve center-wide performance Recommend efficient, compliant solutions which support business processes
  • Partner with management to develop, implement and monitor strategies to drive performance
  • Manage implementation and review of new and existing operational strategies and analysis simultaneously
  • Perform other duties as assigned.
  • Salary $70k+

Skills & Requirements:

  • Bachelor's degree in business, IT, Finance, or related field (additional experience above the required minimum maybe substituted for the level of education)
  • 4 years of contact center experience with 2 years dealing specifically with workforce management (planning, forecasting, scheduling, managing intraday performance)
  • Experience with Calabrio WFM application (all modules)
  • Experience with Cisco Call Center Technologies a plus
  • Experience with ServiceNow service management application a plus
  • Knowledge of statistical analysis of call center data, WFM, forecasting, quality control, and an understanding of performance measurement tools
  • Ability to develop and maintain business relationships with internal business partners, employees, and at all levels of management.
  • Ability to work efficiently in high-pressure situations, meet tight deadlines, and demonstrate a high level of flexibility in a rapidly changing and diverse environment.
  • Strong customer focus with demonstrated success in meeting customer needs; ability to balance multiple tasks, projects, and competing priorities both independently and as part of a team.
  • Fluent with Excel and Windows-based programs (Word, PowerPoint, etc.)
  • Proven track record of delivering results, with an ability to establish priorities and reliably execute on solutions.
  • Ability to organize, analyze and interpret significant data in a structured manner to make sound business recommendations and/or decisions, attention to detail and problem-solving abilities.

Equal Employment Opportunity Statement

Dine Brands Global strongly supports equal employment opportunity for all applicants regardless of race, color, religion, sex, gender identity, pregnancy, national origin, ancestry, citizenship, age, marital status, veteran status, physical disability, mental disability, medical condition, sexual orientation, genetic information, or any other status protected by federal, state, or local law. All employment is decided on the basis of qualifications, merit, and business need.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act and/or other applicable laws and regulations in other jurisdictions.

Dine Brands reviews criminal history in connection with a conditional offer of employment. The following is a list of all material job duties which Dine Brands reasonably believes that criminal history may have a direct, adverse, and negative relationship, potentially resulting in the withdrawal of a conditional offer of employment: provide effective solutions for company technology and information management; maintain cybersecurity systems that protect confidential, proprietary, and trade secret information belonging to the company; and prevent unauthorized disclosure of personal, financial, and medical information belonging to employees and third parties.

For information on how we collect and use your personal information, please visit our Applicant & Employee Privacy Notice.

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