Workforce Analyst
Lord & Taylor - Service Center - Wilkes-Barre, PA

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Job Description
: Role Mandate:
The Workforce Analyst is responsible for all workforce management functions at HBC’s call centers. The purpose of the position is to review call volume, call distribution, associate scheduling, time off limits and metric management.

Job Responsibilities:
• Monitor both real time and long term schedule adherence and maintain and manager the workforce management database and processes.
• Continuously track real time activities and adjust forecasts and schedules to accommodate changes in the workload volume.
• Develop and maintain employee productivity reporting used to recognize industry standards key performance indicators and create holiday and peak schedule to meet high contact volume within service levels
• Provide intraday oversight to supervisors and directors and create strategic recommendations to improve call centre productivity and maintain or improve the over service levels
• Capture and report on historical data for reporting and trending analysis
• Provide analysis to ensure leadership team has the necessary information to make appropriate business decisions and optimize resources

• Associate / College / University degree from a 4-year accredited program, preferably in Business or equivalent
• 1 - 2 years experience in developing workload forecasts in a multi-channel, multi-skilled and multi-unit environment
• 1 - 2 years experience administering a workforce management program
• Call center experience an asset
• Must have experience in building staffing schedules
• Strong sense of ownership
• Must have experience in building reports / templates on Excel
• Able to multi-task, monitor real time business trends and adjust schedules / reports in a timely manner
• Strong analytical ability
• Detailed-oriented
• Advanced experience using Microsoft Word, Excel, Power Point and Access software

Note: Only applications submitted online will be accepted.

HBC welcomes all applicants for this position; however only those selected for an interview will be contacted.