Guest Experience Center Work Force Analyst
4 weeks ago
Guest Experience Center Work Force Analyst in Lowell, NC at Sonic Automotive
Location:
109 Kenworthy Avenue
Lowell, NC 28098
Job Type:
Sales
Experience:
Associate
Job Description
We are seeking a highly skilled and detail-oriented Workforce Analyst to join our team. The ideal candidate will be responsible for maintaining workforce management strategies to ensure optimal staffing levels across multiple teams and time zones. The Workforce Analyst will work with the Workforce Manager to drive operational efficiency, meet performance metrics, and improve overall business outcomes.
Duties and Responsibilities:
Develop and maintain accurate forecasting models based on historical data to ensure adequate staffing levels are in place
Monitor call volume and agents in real-time to address any adherence issues
Analyze performance data to identify trends and make recommendations for process improvements
Work with the Workforce manager to develop staffing plans and schedules
Schedule training needs and ensure effective use of resources are made daily
Prepare and deliver reports on a regular basis, including analysis of performance trends and recommendations for improvement
Enter agent exceptions daily into the workforce management system.
Analyze call volume patterns to manage breaks and lunches
Qualifications:
1-2 years of experience in workforce planning/scheduling preferred, preferably in a contact center environment
Previous experience with scheduling for multiple teams and time zones
Experience with Verint or related workforce management systems, including proficiency in creating and maintaining schedules, forecasting, and reporting
Demonstrated ability to work with large sets of data, identify trends, and make data-driven decisions
Ability to manage multiple tasks simultaneously, prioritize effectively, and meet deadlines in a fast-paced environment
Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams
Intermediate knowledge of Microsoft Excel
Additional information
If you are passionate about workforce management and have the necessary skills and experience, we encourage you to apply for this exciting opportunity.
It's time to make the most important move of your career .
From our cooperative, team-based approach, to our more internal advancements each year, it's easy to see the difference. When you join our organization, you'll enjoy comprehensive training, competitive compensation, and unparalleled benefits. Simply put, you'll experience the best that a career in the automotive industry has to offer.
All your information will be kept confidential according to EEO guidelines.
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