Senior Workforce Analyst- Atlanta - Full-time / Part-time

Position Purpose
This role is responsible for being the expert on business unit trending, seasonality and influencers; they forecast demand, workload, resources and performance levels. They are an informal leader of other workforce analysts and is a strong member of the Workforce Management (WFM) team. This role creates business outlooks, incorporates finance, marketing and field views into the holistic picture of contact center performance.
Major Tasks, Responsibilities and Key Accountabilities
10% Conduct short range and long range staffing/volume analysis utilizing business and systems expertise 20% Responsible for the forecasting and scheduling process and serve as an escalation resource for Tier 1 support of the Blue Pumpkin system and Avaya CMS. Administer and manage all Blue Pumpkin system upgrades. 20% Evaluate options for supporting new functions/changes to current processes that impact staffing, prepare cost/benefit or other analysis for various levels of leadership. 10% Analyze staff deviations. Develop center, team and individual productivity reports and validate metrics to ensure staff productivity and occupancy are maintained. 10% Participate in end-to end implementation planning to include change management, training and support 10% Facilitates all aspects of individual projects to include work plans, issues and status reports 10% Prepare, develop or configure programs and processes typically of moderate to high complexity. Participate in and perform appropriate quality assurance testing. 10% Lead, coach and develop HRIS Business Analyst as needed to accomplish business goals. Nature and Scope
Typically reports to Workforce Manager
No associates report to this role on a permanent basis, but require the leadership of a project work team: may select team members and assess capabilities, provide training and coaching, provide information necessary to meet work, project or program objectives, evaluate program or project performance.
Environmental Job Requirements
1. Located in a comfortable indoor area. Any unpleasant conditions would beinfrequent and not objectionable.
Minimum Qualifications
Must be eighteen years of age or older.
Must pass the Drug Test.
Must pass Background Check.
Must pass pre-employment test if applicable.
Education Required - The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.
Years of Relevant Work Experience - 5
Certificates/Licenses -
Physical Job Requirements - Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
Additional Qualifications - At least 5 yrs experience in workforce management, minimum one year supervisory experience
Preferred Qualifications
-Experience with the use of MS Office, including Excel and Access, Powerpoint - Verint Impact 360 / Blue Pumpkin, IEX or other WFM Systems
-Manual and Software-aided forecasting, trending and capacity planning
-Critical thinking / reasoning and problem solving skills; Ability to weigh relative costs
and benefits of potential actions, to choose the most appropriate option, and create business justification
-Prior Workforce and Analyst experience with a large organization; Shoulddemonstrate strong customer service orientation with a collaborative and partnering work style
-Call Center Experience
-Strong focus on data quality, project management and leadership skills; Ability to own and manage multiple projects, create metrics, and conduct result assessments
Knowledge, Skills, Abilities and Competencies
Strong leadership and analytical reasoning skills
Solid communications and interpersonal skills; ability to develop effective business relationships and build consensus Strategic thinking with a strong operational background in implementation of new programs and change management
Sound business judgment, analytical skills and ability to effectively manage issues and risks
Effective consulting and facilitation skills