Workforce Management Analyst
4 days ago
About this Opportunity:
As a Workforce Management Analyst at Orion, you will be responsible for creating long and short-term forecasts for multiple business lines to ensure key performance indicators (KPIs) can be met. The position will focus on engaging with managers and agents to drive KPI improvements across Orion's business lines and providing insights into operational efficiencies to ensure excellent service delivery.
Key Responsibilities:
- Implement continuous improvements in the forecasting process
- Closely collaborate with operational teams to understand back-office processes in order to forecast future workload volumes
- Analyze and understand call volume drivers and trends
- Provide variance analysis of several key metrics (various forecasts vs each other and vs. actuals)
- Proactively determine risk and opportunities through scenario analysis
- Develop a short, mid, and long-term forecast based on our service delivery strategy using statistical modeling
- Proactively communicate upcoming impacts to staffing models
- Perform other duties and assignments as directed
Requirements:
- Proficient with administration of workforce management software (Playvox, Calabrio, NICE or similar software)
- Has Salesforce proficiency and Power BI, or a similar visualization tool, proficiency
- Has ability to effectively communicate with multiple levels of management
- Possess advanced analytical skills
- Is able to perform deep dive analysis of KPI trends
- Is proficient with contact delivery solutions (Cisco, GLIA or similar system)
- Possess the ability to think strategically
- Has minimum of high school diploma or equivalent
- Minimum of 5 years experience
- Obtain Orion Industry Certification
- Owns and manages relationships with stakeholders directly and work effectively with people at all levels in an organization
What We Offer:
Orion offers a competitive benefits package which includes health, dental, vision, and disability coverage on day one, 401(k) plan with employer match, paid parental leave, pet benefits including pawternity leave and pet insurance, student loan repayment and more.
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