The Senior Workforce Management Analyst plays a critical role in optimizing call center operations through the development and execution of workforce management strategies. This position is tasked with creating efficient staffing schedules, analyzing performance data, and providing insights to support strategic decision-making for service level and efficiency improvements.
Responsibilities:
- Develop and manage workforce schedules to meet service level goals and optimize resource utilization.
- Forecast contact volumes using historical data, predictive analytics, and trends to support tactical and strategic decisions.
- Analyze performance metrics, generate reports, and provide actionable insights to management and executive teams.
- Improve reporting processes, conduct data mining, and document business processes.
- Implement best practices for workforce management across multiple sites, ensuring compliance with policies.
- Administer and maintain Aspect WEM (Workforce Engagement Management) system and oversee system upgrades.
- Assist in managing Noble ACD/IVR (Automated Call Distributor/Interactive Voice Response) to ensure efficient call routing and handling.
- Collaborate with call center managers to identify and implement service improvements and address service delivery issues.
- Support integration and optimization of Salesforce Omni-Channel for workforce management.
- Develop and evaluate contingency staffing models and support business continuity planning.
Qualifications:
- Bachelor’s degree in business, Analytics, or a related field; advanced degree or certification preferred.
- Proven experience in workforce management or a similar analytical role, preferably in a contact center environment.
- Solid analytical skills with experience in data mining, modeling, and reporting.
- Proficiency in workforce management software and Microsoft Office Suite, particularly Excel.
- Exemplary communication skills with the ability to present complex data to diverse audiences.
- Demonstrated project management skills and the ability to work collaboratively in a dynamic environment.
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This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of JM Family. All work arrangements are subject to associate performance, business need and manager discretion, and may be revised as necessary.
JM FAMILY IS PROUD TO BE AN EQUAL OPPORTUNITY EMPLOYER
JM Family Enterprises, Inc. is an Equal Employment Opportunity employer. We are committed to recruiting, hiring, retaining, and promoting qualified associates without regard to age, race, religion, color, gender, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, gender expression, mental or physical disability, national origin, marital status, citizenship, military status, genetic information, veteran status, or any other characteristic protected by federal, state, provincial, or local law.
DISABILITY ACCOMMODATIONS
If you have a disability and require a reasonable accommodation to complete the job application process, please contact JM Family’s Talent Acquisition department at [email protected] for assistance. If you have an accommodation request for one of our recruiting events, please notify us at least 72 hours prior so that we may provide assistance.
What We Do
JM Family Enterprises, Inc. was founded by automotive legend, Jim Moran in 1968. It is a privately held company with $16 billion in revenue and more than 4,500 associates. Rooted in automotive and united in its strong culture and core values, JM Family is in the business of helping other businesses succeed. As a long-term partner, it is invested in its companies, associates and its communities. Driven by exceptional performance, current subsidiaries are in the automotive, financial services and franchising industries. Its family of companies includes: Southeast Toyota Distributors, the world’s largest independent distributor of Toyota vehicles; JM&A Group, a company committed to improving automotive dealers’ performance by offering Finance & Insurance products and services, dealership training and consulting; World Omni Financial Corp. (dba Southeast Toyota Finance), a captive financial services company driven to delivering an exceptional dealership and customer experience for Toyota customers in the Southeast; JM Lexus, one of South Florida’s leading Lexus dealers; DataScan, a provider of solutions for wholesale asset financing and inventory risk management; and Home Franchise Concepts, a multi-brand franchise network consisting of Budget Blinds, Tailored Living featuring PremierGarage, Concrete Craft, AdvantaClean, Kitchen Tune-Up, Bath Tune-Up and Two Maids & A Mop.
JM Family has earned various awards for its culture, products and services, including 23 consecutive years on Fortune’s 100 Best Companies to Work For list.
