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Workforce Planning Analyst

Company: Altice USA
Location: Longview
Posted on: September 25, 2022

Job Description:

OverviewWe are Altice USA; a family of businesses that includes Optimum, Optimum Mobile, Optimum Business, A4 advertising, Cheddar, and News12. Our common goal is connecting our customers to friends and family, shows they love, advertising that resonates and news that matters. We're building a workforce that thrives on collaboration, inclusion, and innovation. We hope connecting you to a potential role is just the beginning.ResponsibilitiesThe Workforce Planning Analyst is responsible for ensuring strategic goals are met through forecast modeling, capacity planning, collaboration, and effective communication with business partners while ensuring our forecast aligns with company goals. In this position, you are responsible for long and short term planning, involving intraday contact volume, productivity, adherence, and capacity forecasts to provide leadership with contingency plans and what if scenarios. This position will support the entire Sales organization for the Residential and Commercial footprints at Altice. Additionally, they will be responsible for budget preparation and analysis, as well as reporting assignments and project management.This position will report to the Workforce Planning Manager and is based on site in the Tyler Call Center in Tyler, Texas.Core Responsibilities

  • Support the business decisions through preparation with timely and accurate variable forecasts with a focus on improving the customer experience and maximizing operation efficiencies
  • Evaluate trends in departments in relation to schedule adherence, shrinkage, vacation, and absenteeism reports for on-going historical trends analysis to provide recommendations to the business on areas of improvement
  • Aggregate forecast information and Workforce staffing metrics into a comprehensive document to publish with senior leadership for budget, headcount, and capacity planning purposes
  • Compile, research and analyze data from varying data sources to compile detailed root cause analysis to leaders with action plans and recommendations on new methods to improve operational productivity
    • Provide analysis and recommendations to improve staffing level and efficiencies
    • Stay current on all internal policies and procedures and act as support staff for any issues, escalations, or questions in relation to our eWorkforce Management system
    • Articulate reasons for forecast variances and recommend changes to enhance accuracy and effectiveness, held to a 3% goal for forecasting accuracy
    • Maintain detailed records of all call metric statistics and arrival patterns to maximize forecasting accuracy capability to remain cost effective
    • Interface with call center leaders frequently to understand the changing business needs and make the necessary updates to ensure alignment and success
      • Proactively communicate and collaborate with external and internal business partners to analyze information needs and functional requirements to deliver reports and requests in a timely manner
      • Perform routine audits, daily tasks and assigned maintenance in the Alvaria eWorkforce Management system
      • Successfully engage in multiple initiatives simultaneously
      • Drive and challenge business units on their assumptions of how they will successfully execute their plans around staffing and call center metrics to ensure we stay within budget
      • Strong analytical and project management skills required, including a thorough understanding of how to interpret business needs and translate them into an understandable report
        • Other duties and responsibilities as assignedQualificationsSkills/Qualifications
          • Ability to create and manipulate data and spreadsheets with advanced formulas to create readable reporting Minimum two years' experience in forecasting at a call center environment
          • Self-start who is independent yet can work as a team to provide results
            • Strong organizational skills with high attention to detail
            • Ability to collaborate with all levels of leadership and track record of demonstrating problem solving skills on complex situations
            • Excellent verbal and written communications and interpersonal skills
            • Strong analysis skills on understanding and compiling complex formulas
            • Minimum three years of experience in advanced trend analysis and interpreting data to provide recommendations for key business decisions
              • 2 years' experience in utilizing Alvaria (formerly Aspect) eWorkforce Management in forecasting, scheduling, and monitoring
              • Strong working knowledge of Microsoft applications including Excel, Word, and PowerPointAltice USA is an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.Altice USA, Inc. collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law.Applicants for employment with Altice will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our Fraud FAQ for further details.

Keywords: Altice USA, Longview , Workforce Planning Analyst, Professions , Longview, Texas

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