Analyst, Workforce Plng & Rptg - Full-time / Part-time

Posting Job Title: Analyst, Workforce Plng & Rptg

Requisition #: 165966BR

Posting Location: Schenectady, NY, US

Alternative Locations: United States - New York - Albany;;

Area of Interest: Business Affairs/Development/Analysis

Position Type: Full Time

Posting Job Description

Time Warner Cable currently seeks Analyst, Workforce Planning & Reporting for our Care Shared Services organization enterprise wide. Below, please find a brief description of the essential duties and responsibilities required to function successfully in this position

Location is open to:

Schenectady, NY

locations

Purpose

:

* Provides accurate data entry, verification, research and coordination for statistical data on customer care employees including vendor partner agents.

* Working with the Shared Services reporting team and develop and maintains daily, weekly, and monthly statistical reports reflecting care activity, staffing, and other performance metrics.

* Help create KPI Dashboard views to identify key areas of performance improvement opportunities

* Work with the leadership team to identify key process performance metrics. If metrics are not currently measured, work with team to develop measurement system.

* Analyzes data, makes recommendations, and provides statistical support to the shared services leadership as needed.

* Working with Enterprise Forecast team and working with Care vendor forecasting and vendor performance, measuring variances between actual performance and forecast.

* Working with Finance and CSS leadership team on monthly outlook and budget planning for Care Vendors.

* Work with workforce management teams within all Customer Care regions as well as the Enterprise Forecasting team to enhance call volume projections for required staffing.

* Support other departments as required in reporting.

* Other analytical requests and other duties as assigned

Qualifications

:

* Bachelor's Degree in Business or Mathematics or equivalent work experience required.

* Minimum 5 years Call Forecasting, IVR, Avaya, Call Center Operations, and Workforce Management knowledge or equivalent experience required.

* Demonstrated organizational, prioritization, and time management skills to ensure that work related activities are completed in an accurate and timely manner.

* Proficiency in Microsoft Office applications required; should be an advanced user of Excel, PowerPoint, and Access.

* Superior problem solving and analytical skills and an attitude of perseverance.

* Adapts well to rapidly changing work environment (e.g., changing priorities, workload, responsibilities and organizational structure).

* Works well in a 24/7 environment with the ability to work irregular hours, nights, weekends and holidays, including off hour duties for escalations.

* Ability to work effectively in a team oriented, high demand, and fast paced environment.

* Working knowledge of SQL reporting from a variety of database platforms (Oracle, DB2, MS SQL Server) with experience in database development preferred.

Travel

:

* Travel will be required to attend work related meetings and training sessions.

FCC Unit_TWC: 0756

Controlling Establishment ID: 00006 - Schenectady Highbridge

More on TWC:

Time Warner Cable reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, current unemployment status, or any other basis protected by federal, state or local laws.

Time Warner Cable is an Equal Opportunity Employer - Minority/Female/Disability/Veteran/Current Unemployment Status

TWCCOP450