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Job Details

Workforce Analyst

Company name
K12 Inc.

Location
Alcoa, TN

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Profile

SUMMARY: The Work Force Analyst is responsible for operationalizing the headcount forecast as determined by the Forecasting Specialist and Finance. This should include distribution of queues, shift management to obtain maximum coverage, and planning and implementation of pre-scheduled disruptions (training, transfers, PTO, meetings, QA, etc.) with the minimal impact to our customers.

• Builds, maintains, defends and explains scheduling models that determines the most efficient schedules for a variable number of employees in each queue to include algorithmically how the enrollment center will function with fewer employees than forecasted; taking into consideration historical arrival patterns of inbound calls as well as the highest contact rate intervals for outbound calls

• Provides mixed mode analysis to show effects of deliberately underservicing one type of input and the gains that are realized in a secondary input

• Models must refresh automatically, this will allow maximum time to be spent on tweaking the model and adjusting for outlier periods

• Maintains accurate records of all department employees and produce regular reports with total counts

• Operationalizes seat assignments and team movement

• Helps manage time off and vacation planning process for each queue to ensure scheduled time off does not jeopardize volume or staff requirements

Requirements

MINIMUM REQUIRED QUALIFICATIONS:

• High School Diploma AND

• Experience with IEX (or WFM software equivalent) and Five9 AND

• Three (3) years experience with workforce forecasting and scheduling in a call center environment

• Electronic Mail Software (Microsoft Outlook preferred); Spreadsheet and Word Processing Software, (Microsoft Excel and Word preferred); Presentation Software (Microsoft PowerPoint preferred); Workforce Management Software (IEX preferred); Call Management System Software (Five-9 preferred); Web proficiency.

• Proficiency in Microsoft Office applications (Word, Excel, PowerPoint)

• Proficiency with parsing large datasets, preferably in an SQL environment

DESIRED QUALIFICATIONS:

• Prior role in a large volume call center environment

• Strong analytical and complex problem-solving skills, understanding complex reporting and data transformations from multiple sources

• Self-starter, independent and results-driven

• Experience working in dynamic and fast-paced operating environment

• Strong interpersonal skills; able to effectively communicate with all levels of staff and management

• Strong organizational skills and attention to detail

• Advanced knowledge of Microsoft Word, Excel, PowerPoint

• Bachelor’s degree

Please view Equal Employment Opportunity Posters provided by OFCCP here

Company info

K12 Inc.
Website : http://www.k12.com

Company Profile
In 1999, we set out to answer a call. It was a call voiced by a growing number of parents whose children's needs were not being met by traditional education models. Their children were bored by the pace of the traditional classroom, left behind by the pace of the classroom, or just getting lost in the shuffle. While traditional brick and mortar schools work for many children, they restrict many others for a variety of reasons.At K12, our mission has remained steadfast: To put students first and maximize their potential to learn and achieve . We have become a leader in providing individualized, one-to-one learning solutions to students from kindergarten through high school across the country. These solutions have literally changed lives and opened up possibility for many children. Our biggest fans continue to be parents who are seeking to tap into their children's unique potential and who have seen what can happen when children can work at the right pace and with the tools, approaches, and content that make learning come alive.

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