19 Sep
Workforce Analyst
Minnesota, Plymouth , 55441 Plymouth USA

Vacancy expired!

STANLEY Security is a division of Stanley Black & Decker. STANLEY Security has an extensive portfolio of advanced health, safety and security systems and are the #2 largest provider of electronic security in the world. Stanley Black & Decker is an S&P 500 diversified global provider of hand tools, power tools and related accessories, electronic security solutions, healthcare solutions, engineered fastening systems, and more.Position Summary:Under the direction of the Sr. Workforce Manager, the Workforce Analyst is responsible for real-time managing and directing of all SOC traffic utilizing the Workforce Management Suite (system) application. The Workforce Analyst's primary responsibilities also include making effective decisions to manage and balance volumes such as signal traffic, approved time off, shift changes and contact center activities that affect staffing, and the department's ability to meet established service level objectives.This position requires strong analytical skills and the desire to embrace and initiate continuous improvement in the center. This role also requires an effective communicator who can work with employees and leadership at all levels of the organization; to assist in meeting business unit goals, client goals, and corporate objectives. The Workforce Analyst models appropriate behavior as exemplified in Stanley Security mission, vision, and values. Additional duties assigned by the Sr. Workforce Manager.Role and Responsibilities:• Evaluate short-term and long-term FTE capacity planning.• Partner with business unit to support staffing optimization and FTE expense management• Shrinkage tracking & planning• Analyze, develop action plan, and resolve service delivery and / or service level issues• Review key performance metrics and subsequent drivers, implementing actions for improvement.• Adjust workforce requirements based on changing / dynamic forecasts; reforecast when necessary• Collaborate with management teams to identify and track both planned and unplanned absences• Establish and maintain communication channels regarding events that impact call and alarm volumes.• Review forecasts on a daily, weekly, and monthly basis for all workgroups, and compare actual results to forecasts, identifying opportunities for improvement and implement solutions• Support department leaders in devising workforce goals and objectives.Required Qualifications:• Associate degree• 4+ years of hands on experience in scheduling, work force planning and forecastingPreferred Qualifications:• 2+ years of experience with Avaya ACD and WFM software• Bachelor degreeSBDCSS

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