US - Remote
The Workforce Management Analyst is responsible for daily efforts to provide superior customer and employee experience by effectively delivering real-time (intra-day) resource management. Key functional responsibility includes the ability to ensure strategic goals are met through forecast modeling, capacity planning, collaboration, and effective communication. This position is responsible for long-term, short-term, and intra-day contact volume, productivity, and capacity forecasts while providing recommendations for risk mitigation plans. This role will also be responsible for creating staffing plans and schedules/work patterns for the contact centers. The ability to create forecasting and scheduling to that forecast is crucial. The individual in this role should exhibit a full knowledge process to provide the most successful solutions for planning and scheduling and producing schedules.
Preferred Job Requirements
At Array we strongly value diversity and are committed to equal opportunity and non-discrimination in all policies and practices, including the area of employment. We are proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, Veteran status, gender identity or expression, marital status, genetic information, or any other legally protected status.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to stand, walk, and talk or hear. The employee frequently is required to use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and climb or balance. The employee is occasionally required to sit and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.