Workforce Management Analyst

4 days ago


Omaha, Nebraska, United States Orion Full time

{"h1": "Workforce Management Analyst", "p": "At Orion, we are seeking a highly skilled Workforce Management Analyst to join our team. As a key member of our operations team, you will be responsible for creating long and short-term forecasts for multiple business lines to ensure KPIs can be met. You will engage with managers and agents to drive KPI improvements across Orion's business lines and provide insights into operational efficiencies to ensure excellent service delivery.

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

Requirements:

* Proficient with administration of WFM software (Playvox, Calabrio, NICE or similar software)
* Salesforce proficiency and Power BI, or a similar visualization tool, proficiency
* Ability to effectively communicate with multiple levels of management
* Advanced analytical skills
* Ability to perform deep dive analysis of KPI trends
* Proficient with contact delivery solutions (Cisco, GLIA or similar system)
* Ability to think strategically
* 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

We offer a competitive benefits package, including 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.

If you are a motivated and detail-oriented individual with a passion for workforce management and analytics, we encourage you to apply for this exciting opportunity.

Salary Range: $61,147.00 - $91,054.00

Note: The pay listed in this posting indicates the estimated pay at the time of this posting; however, may vary depending on geographic location, job-related knowledge, skills, and experience.

#LI-AP1
#LI-Onsite
#LI-Hybrid
"}



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