Workforce Management Analyst
2 weeks ago
Workforce Management Analyst – Multiple Locations – Costco Wholesale
Position Summary
The Workforce Management (WFM) Analyst will be responsible for evaluating call center metrics and providing in-depth analyses regarding trends and root causes for contact growth. This position will require specialized knowledge in contact center technology utilizing workforce management platforms. The WFM Analyst will report findings to senior leadership within the Member Service Center. The WFM Analyst works closely with all levels of management across multiple sites to deliver reporting surrounding staffing forecasts and needs. This is a key position within the Member Service Center team and requires strong collaborative skills, superior communication,and established leadership abilities.
This position is expected to provide management with strategic analysis of call volumes and arrival patterns to aid in operational decision making. This position must also produce accurate staffing levels in all areas to meet each unique service level goal.
Job Duties/Essential Functions
Compiles a variety of call center metrics stored in multiple databases and applications.
Anticipates and resolves complex issues, inquiries, and questions.
Functions as the WFM SME for historic and real time analytics, Verint, and any other relevant software and applications,
assists in the design and migration of new Workforce systems on the horizon.
Works with various levels of management to provide real-time information on call center performance that could affect
future staff scheduling.
Develops, analyzes and recommends appropriate staffing plans that identify optimal work schedules and workload
requirements.
Provides analysis and recommendations for ongoing adjustments and improvement to staff levels, skill groups, and
capacity plans.
Addresses recurring scheduling problems with management and contributes ideas on ways to schedule the various
off phone business needs more effectively.
Creates and generates timely business reports on key metrics, business performance and various ad-hoc reporting,
from routine to large complex reports.
Collaborates with the Costco MSC management team; accurately uses WFM data to develop long term forecasts
and predictive models, for a range of future business needs including seasonal hiring and scheduling adjustments.
Reviews and reconciles invoices related to staffing.
Regular and reliable workplace attendance at your assigned location.
Non-Essential Functions
Assists in other areas of the department as necessary.
Assists in other areas of the company as necessary.
Ability to operate vehicles, equipment or machinery .
Experience, skills, education & licenses/certifications
Required:
Bachelor’s degree or equivalent work experience.
Strong attention to detail
Excellent communications skills – written, verbal, and interpersonal communication skills across all levels of the company.
Experience in analyzing data, creating and managing forecasts, and developing processes.
3-5 years’ experience in WFM analytics.
Advanced knowledge and demonstrated use of MS Excel, Power Point, Word, Google Suite, and Google scripts.
Strong ability to work independently.
Ability to take on multiple projects simultaneously.
Proficiency in contact center analytics and metrics; experience analyzing data from multiple sources and identifying trends, and inconsistencies in performance.
Must be able to work 45+ hours per week.
Successful completion of member services agent training and certification within 30 days
Recommended:
Proficiency in utilizing call center technology.
Four to six years of customer service experience in a high volume call center is preferred.
Schedule flexibility required.
Other Conditions
Management will review the Job Analysis for this position prior to a job offer.
Apart from any religious or disability considerations, open availability is needed to meet the needs of the business. If hired, you will be required to provide proof of authorization to work in the United States. Applicants and employees for this position will not be sponsored for work authorization, including, but not limited to H1-B visas.
Job Board Archive
View an archive of past job postings here.
#J-18808-Ljbffr
-
Workforce Development Manager
Found in: Resume Library US A2 - 2 weeks ago
Tulsa, Oklahoma, United States Ascension Full timeWe Are Hiring: Department: OE Operations Markets Nursing Schedule: Monday - Friday Location: Oklahoma & Kansas - travel required What You Will Do: As a Workforce Development Manager, you will develop and grow internal and external market relationships to deploy programs for the enhancement of workforce pipelines for critical roles. Program will...
-
Workforce Development Manager
Found in: Resume Library US A2 - 3 days ago
Tulsa, Oklahoma, United States Ascension Full timeWe Are Hiring: Department: OE Operations Markets Nursing Schedule: Monday - Friday Location: Kansas & Oklahoma - travel required What You Will Do: As a Workforce Development Manager, you will develop and grow internal and external market relationships to deploy programs for the enhancement of workforce pipelines for critical roles. Program will...
-
Business Analyst, Technology
2 weeks ago
Oklahoma City, United States Thearcherspub Full timeCompany Analyst, Engineering & Innovation Summary: BNY Mellon Expense Management is one particular of the world’s foremost investment decision management corporations and a single of the prime U.S. wealth administrators. Our enterprise encompasses BNY Mellon’s affiliated investment management companies, prosperity management business, and global...
-
Management and Program Analyst
Found in: beBee jobs US - 7 hours ago
Oklahoma City, Oklahoma, United States Federal Aviation Administration Full timeSummary The incumbent serves a Management & Program Analyst within AMA-930. Responsibilities Serves as management and program analyst for multiple projects across the organization and its customers with primary responsibility for project outcomes under the minimal direction of the manager. Leads or personally performs complex or controversial studies which...
-
HCM Workforce Management Product Manager
1 week ago
Redwood City, United States Sports Technology Awards Group Full timeHCM Workforce Management Product Manager This is a Hybrid position (on-site work will be required) Location: Pleasanton, CA or Redwood City, CA Define functional requirements and provide design specifications for the products managed Prior experience in workforce management products including Time & Labor, Absence Management, and Scheduling products. Led and...
-
HCM Workforce Management Product Manager
Found in: Appcast Linkedin GBL C2 - 3 weeks ago
Redwood City, United States Oracle Full timeWe are seeking a self-motivated, passionate product manager to join our Workforce Management team. If you excel at cross-functional collaboration, multi-tasking, and have a track record of delivering exception user experiences, join us in revolutionizing how businesses optimize their workforce efficiencies. This is a Hybrid position (on-site work will be...
-
Transportation Analyst
1 week ago
Oklahoma City, United States CareerBuilder Full timeLocation: Location: Transportation Analyst in Oklahoma City, OK at The Bartech Group **Location:** **Experience:** Not Specified **Job Description** **Job #:** 212179 **Job Description** If you are an experienced Transportation Analyst looking for a position with a leading company, Bartech can help! We are a leading staffing firm and our clients include some...
-
Management and Program Analyst
Found in: beBee S US - 3 weeks ago
Oklahoma City, United States Federal Aviation Administration Full timeSummary The incumbent serves as a Management and Program Analyst in the FAA Academy, Regulatory Standards Division, AMA-260. Responsibilities Provides a wide range of administrative and analytical duties in the conduct of projects and studies of substantive functions to improve and support technical training program operations. Researches, plans, and...
-
Management and Program Analyst
Found in: beBee jobs US - 3 weeks ago
Oklahoma City, Oklahoma, United States Federal Aviation Administration Full timeSummary The incumbent serves as a Management and Program Analyst in the FAA Academy, Regulatory Standards Division, AMA-260. Responsibilities Provides a wide range of administrative and analytical duties in the conduct of projects and studies of substantive functions to improve and support technical training program operations. Researches, plans, and...
-
Cybersecurity Analyst
Found in: Talent US C2 - 2 weeks ago
Oklahoma City, United States Titan Professional Resources Full timeCybersecurity Analyst Oklahoma City, OK Titan Professional Resources is looking for a Cybersecurity Analyst to join a well- known company here in the OKC area! This position offers great pay, full benefits, and a hybrid schedule! If this is something that interests you, apply today! Cybersecurity Analyst Duties and Responsibilities: Assist in...
-
HCM Workforce Management Product Manager
14 hours ago
Redwood City, CA, United States ORACLE Full timeThis is a Hybrid position (on-site work will be required) Location: Pleasanton, CA or Redwood City, CA Define functional requirements and provide design specifications for the products managed Prior experience in workforce management products including Time & Labor, Absence Management, and Scheduling products. Led and guided the UX and engineering teams to...
-
Financial Analyst
2 weeks ago
Oklahoma City, United States Catania Oils Full timeDescription Catania Oils is a family owned and operated business that has been around for over 100 years and through four generations. We are a leading packager and processor of edible oils located in Ayer, MA. Our Mission is to provide innovative quality products to customers in an efficient, economic, and environmentally responsible manner. We are looking...
-
Project Management Support Supervisor II
2 weeks ago
Oklahoma City, United States Path Engineering Full timeJob DescriptionJob DescriptionRoleAs a Project Management Support Supervisor II (also known as Operations Support Manager, Production Systems Analyst), you'll provide analytical support for line operations across multiple production facilities. You'll work with a team of technicians and vendors to identify and implement improvements in current...
-
Management and Program Analyst
Found in: beBee S US - 3 weeks ago
Oklahoma City, United States Department Of Transportation Full timeSummary The incumbent serves as a Management and Program Analyst in the FAA Academy, Regulatory Standards Division, AMA-260. Duties ...
-
GIS/Mapping Analyst
3 weeks ago
Oklahoma City, United States Reagan Smith, Inc Full timeJob DescriptionJob DescriptionSalary: A GIS/Mapping Analyst will assist the Reagan Smith Mapping Manager will assist a dedicated, agile GIS team and contribute to our state-of-the-art project management software.The GIS/Mapping Analyst will work with all departments at Reagan Smith including wildlife, archaeology, permitting, land etc in developing project...
-
Analyst
2 weeks ago
Oklahoma City, United States Atlantic Group Full timeOne of the largest and most reputable privately-held investment management firms is seeking a Documentation & Onboarding Analyst to join their team. This person must be able to go onsite in Boston 3 days a week. An ideal candidate will have an understanding of the legal setup of funds and foreign exchange trading experience. Responsibilities: Assist in...
-
Retail Business Analyst
2 weeks ago
Oklahoma City, United States FirstPRO Full timeAs a Business Analyst, you will be responsible for analyzing business trends, sales data, and market dynamics to provide actionable insights that drive our strategic decisions. You will work closely with various departments, including operations, marketing, and finance, to improve processes and increase profitability. Key Responsibilities: Collaborate with...
-
Device Support Analyst Sr
Found in: Talent US C2 - 3 weeks ago
Oklahoma City, United States INTEGRIS Health Full timeINTEGRIS Health, Oklahoma’s largest not-for-profit health system has a great opportunity for a Device Support Analyst Sr. in Oklahoma City, OK. In this position, you’ll be a part of our Information Services team providing exceptional work supporting the INTEGRIS Health caregivers and the community at large. If our mission of partnering with people to...
-
Device Support Analyst Sr
Found in: Talent US C2 - 5 days ago
Oklahoma City, United States INTEGRIS Health Full timeINTEGRIS Health Cardiovascular Physician's Office, Oklahoma’s largest not-for-profit health system has a great opportunity for a Device Support Analyst in Oklahoma City, OK. In this position, you’ll work with our Information Services team providing exceptional care to those who have entrusted INTEGRIS Health with their healthcare needs. If our mission...
-
Senior Financial Analyst
2 days ago
Oklahoma City, United States Lhh Full timeLHH is looking to fill a Senior Financial Analyst opening for our client in Oklahoma City, OK. This position is direct hire and on-site at our clients office. In this role, you will collaborate with operations, accounting, and asset management to analyze financial statements to identify and recommend cost control measures and manage credit risk. If you are...