Overview

Full Time Individual Contributor Customer Service, Care & Support

Responsible for analyzing forecasted volume and available staff resources intraday/week/month to ensure that we schedule staff in the most efficient manner to properly utilize our available resources and maintain acceptable service levels.

The Workforce Schedule Analyst is responsible to analyze schedules at both internal and vendor partner locations to ensure proper coverage and adherence to previously provided coverage schedules. They will consider data from multiple sources intraday/week/month to determine needs and gaps. Then provide recommended changes to internal and vendor partners supported by data.

This role requires day-to-day flexibility to accommodate corporate and retail availabilities in order to support a business and direct reports with scheduled shifts that cover a 24/7/365 operation.

Basic Requirements:

• 1-2 years of call center experience
• 1-2 years of experience of written and verbal communication skills with internal clients and external vendors
• 1-2 years of analytical experience

Preferred Requirements:

• 4 yrs of call center experience
• 2 yrs of data analytics experience
• 2 yrs of  contact center operations experience

Auto Req. ID840094BR

Location Number205218-120-Leadership Team 3

Address7601 Penn Avenue South

CityRichfield

StateMN