Workforce Analyst II
5 days ago
Description Position SummaryThe Workforce Analyst II - S2 position supports the Customer Service leadership team by providing insight and analysis of 3rd party agency call handling effectiveness. This is accomplished by identifying call handling trends and opportunities, recommending solutions to narrow or close performance gaps, and in many cases, taking immediate action to drive operation effectiveness. The Workforce Analyst II - S2 generates and reviews call metric KPI reports, real time adherence, roster management, and access rights requests. In addition, the role supports the Customer Service department by acting as liaison between the internal Operations team, IT department and 3rd party vendors when system outages are reported.Summary Essential Job FunctionsAnalysis and creation of reports to identify trends and provide direction to internal and external units for appropriate enhancements to improve servicing.Real time management of department goals including: Global ASA, Staffing Compliance and Forced Disconnects.Regularly complete, review and obtain approval for work orders, vendor access forms and roster changes.Effectively document ad-hoc changes to volume allocation including but not limited to Impact Logs, CMS reporting, DR / BCP, and Forecast Allocation.Participate in projects or process improvement initiatives that achieve and support the company's strategic initiatives.Attend and facilitate staffing and business review meetings as required.Act as a point of contact for the customer service team on IT / network team conference calls as required.Must exemplify professional and ethical behavior.Miscellaneous tasks as assigned.Position Requirements1 year of workforce management experience (e.g., RTA, Scheduler) for an inbound call center operation is preferred.Knowledge/proven experience driving call center metrics such as ASA, Service Level, and Abandon Rates through real-time workforce management.Experience with the CMS interface is preferred.Demonstrated verbal and written communication skills.Demonstrated organizational skills.Must have PC skills and the ability to utilize software such as, Microsoft Word, Windows, Excel, PowerPoint, etc.Experience using WFM/Forecasting/Scheduling Software Preferred.VBA or SQL a plus.Credit One Bank, N.A. is a data-driven financial services company based in Las Vegas. Founded in 1984, Credit One Bank offers a spectrum of credit card products for people in all stages of financial life. Credit One Bank is an equal opportunity employer committed to diversity and inclusion and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation, or national origin. Reasonable accommodations can be made for those who require them, including access to job applications and workplace accommodations. Employment at Credit One Bank is based on mutual consent (also known as at-will). This means that employees and the Bank may terminate the employment relationship at any time, with or without cause and with or without notice. Please contact the recruiter for this position to learn more. Credit One Bank does not accept unsolicited resumes from agencies and is not responsible for related fees.
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Workforce Analyst
3 days ago
Las Vegas, Nevada, United States Silverton Casino Full time $50,000 - $80,000 per yearJob Details Silverton Casino LLC - Las Vegas, NV Full Time Description General Summary of Job Duties: The Labor Analyst is responsible for analyzing, monitoring, and optimizing workforce utilization across all operational departments within an integrated casino resort. In addition to providing data-driven insights and labor forecasting, the Labor...
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Analyst Workforce Planning
1 week ago
Las Vegas, United States Boyd Gaming Full timeAnalyst Workforce PlanningBoyd Gaming Corporation has been successful in gaming jurisdiction in which we operate in the United States and is one of the premier casino entertainment companies in the United States. Never content to rest upon our successes, we will continue to evolve and retain a position of leadership in our industry. Our past success, our...
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Analyst Workforce Planning
5 days ago
Las Vegas, United States Boyd Gaming Full timeCompany DescriptionBoyd Gaming Corporation has been successful in gaming jurisdiction in which we operate in the United States and is one of the premier casino entertainment companies in the United States. Never content to rest upon our successes, we will continue to evolve and retain a position of leadership in our industry. Our past success, our current...
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Analyst II/HR Systems
2 days ago
Las Vegas, Nevada, United States Southwest Gas Corporation Full timeDescriptionThe Analyst II/HR Systems is a seasoned individual contributor in the HR Systems area of the Human Resources (HR) department. This technical individual modifies, configures, tests, implements, and maintains HR systems (i.e. Oracle HCM Cloud and Oracle E-Business Suite). The position analyzes business needs, translates needs into requirements, and...
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Strategic Payment Policy
3 days ago
Las Vegas, United States CareSource Full timeA healthcare organization in Las Vegas is looking for a Payment Cycle Analyst II to provide analytical support and leadership for key claims-related projects. Candidates should have a Bachelor's degree and a minimum of three years of health plan experience. Strong analytical skills, proficiency in Microsoft Suite, and familiarity with clinical editing...
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Analyst II/HR Systems
1 day ago
Las Vegas, United States Southwest Gas Corporation Full timeThe Analyst II/HR Systems is a seasoned individual contributor in the HR Systems area of theHuman Resources (HR) department. This technical individual modifies, configures, tests, implements, and maintains HR systems ( Oracle HCM Cloud and Oracle E-Business Suite). The position analyzes business needs, translates needs into requirements, and develops...
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Customer Experience
2 weeks ago
Las Vegas, United States Credit One Bank Full timeCustomer Experience - Support Analyst II, Defect Research and Resolution Join to apply for the Customer Experience - Support Analyst II, Defect Research and Resolution role at Credit One Bank Position Summary Credit One Bank is looking for a Support Analyst II for the Customer Experience Office, who will manage and optimize the Customer Impacts and Actions...
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Analyst II/HR Systems
2 weeks ago
Las Vegas, United States Southwest Gas Corporation Full timeThe Analyst II/HR Systems is a seasoned individual contributor in the HR Systems area of the Human Resources (HR) department. This technical individual modifies, configures, tests, implements, and maintains HR systems ( Oracle HCM Cloud and Oracle E-Business Suite). The position analyzes business needs, translates needs into requirements, and develops or...
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HR Systems Analyst II: Oracle HCM Tech Expert
2 weeks ago
Las Vegas, United States Southwest Gas Full timeA utility service provider located in Las Vegas is looking for an Analyst II/HR Systems to improve HR operations through technical expertise and software solutions. The ideal candidate will work on Oracle HCM Cloud and provide support to business teams while having 2 to 4 years of experience in a related role. The position emphasizes problem-solving skills...
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HR Systems Analyst II
1 day ago
Las Vegas, United States Allegiant Air Full timeHR Systems Analyst IISummaryThe HR Systems Analyst II has advanced knowledge of the HR (People) systems and related processes. This includes the HCM/HRIS and other People related systems. The primary responsibilities for the Analyst II include progressive support, administration, maintenance, configuration, securities, and data integrity of the HR systems....
