ADP Workforce Analyst I-1L567K in Dartmouth, Nova Scotia
Workforce Analyst I-1L567K
Posted Date:March 13, 2019
ADP is hiring a Workforce Forecast Analyst I . In this role you will be responsible for developing accurate forecasts (long, mid & short) for multiple client channels including but not limited to Inbound, Outbound, Email and Chat, as well as, back office workload. In addition, you will be responsible for developing accurate long-range forecasts to determine overall staffing capacity requirements. In addition, you will develop staffing capacity requirements to support GlobalView and all migration efforts. This person will also develop accurate mid-range forecasts to allow for accurate planning of associate development, coaching and training needs. He/She works closely with Service Management Project Teams to assess the impact of the project on the forecast and the ability to deliver on associate initiatives. The Workforce Forecast Analyst works with Sr. Leadership and Finance during the fiscal planning process to ensure that planned FTE headcount supports the Associate and Client Experience goals of GlobalView.
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Oversees and maintains the Workforce Management platform (configurations for skills, call & multi-channel routing, associates, historical trends, anomalies, etc.) Multi-channel includes calls (Inbound & Outbound), Email and Chat.
Conducts weekly/monthly meetings focused on reviewing forecasts, capacity planning, shrinkage review, KPI results, etc. throughout all levels of leadership in SBS.
Establishes a statistical baseline for call volume forecasts for SBS enterprise. Provides clear communication of the forecasted workload, changes, assumptions, inputs, etc to leadership team.
Establishes a statistical baseline for multi-channel (calls, email & chat) and back office forecasts for SBS enterprise. Provides clear communication of the forecasted workload, changes, assumptions, inputs, etc to leadership team.
Analyze multi-routing result of call volumes, call patterns, call trends and staff productivity for assigned call centers; use this information to build, coordinate, and accurately maintain employee long-term schedules
Maintains events calendar on behalf of Region (meetings, trainings, 1:1 sessions, etc) and ensure that impacts to business are captured, analyzed and recommendations on staffing supporting the associate experience are delivered in a timely manner
Identifies and researches Region –wide service level risks for problem resolution and management notification
Creates business process/workflow for agents across SBS to use self-serve functionality in workforce management scheduling
Responsible for updating statistical info into WFM modeling software
Responsible for assisting WFM Director/Manager in training and supporting new WFM team members. This includes training of the WFM platform, policy and procedures and all additional related systems
Bachelor’s Degree–is an asset with Major Area of Concentration in Math, Business, Statistics, Technology or related field.
3 -5 years experience.
Preference will be given to candidates who have the following:
Proven workforce management experience and strong knowledge of call center operations
Proven experience forecasting with WFM applications Genesys (preferred), Aspect, Verint, Pipkins, IEX
Solid understanding of call routing strategies (CentreVu, Meridian, etc..)
Skills & Abilities:
Ability to prioritize, organize and summarize data
Strong Excel skills, and solid working knowledge of Word, PowerPoint
Attention to detail and process
Ability to influence and drive results
Demonstrated effective verbal and written communication skills
Open to learning new approaches and willingness to take direction
Ability to learn and work in a fast pace environment
About ADP: We power organizations with insightful solutions that drive business success. Consistently named one of the "Most Admired Companies" by FORTUNE® Magazine, and recognized by Forbes® as one of "The World’s Most Innovative Companies," ADP has over a half-million clients around the globe and 60+ years of experience as a world-wide leader of business outsourcing solutions.
ADP is an Equal Opportunity Employer.
Note to Job Seekers
Please note that any offer of employment will be conditional upon a background check, including a criminal record check.
We’re designing a better way to work, so you can achieve what you’re working for. Consistently named one of the ‘Most Admired Companies’ by FORTUNE® Magazine, and recognized by DiversityInc® as one of the ‘Top 50 Companies for Diversity,’ ADP works with more than 740,000 organizations across the globe to help their people work smarter, embrace new challenges, and unleash their talent. “Always Designing for People” means we’re creating platforms that will transform how great work gets done, so together we can unlock a world of opportunity.
At ADP, we believe that diversity fuels innovation. ADP is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, or protected veteran status. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.