Job Description
Job Description:
Progressive Leasing is looking for a
WFM Workforce Analyst.
This role is a work from home position and can be performed remotely anywhere in the continental US or in one of our corporate locations in Utah or Arizona.
Employee Value Proposition (EVP)
:
PROG
is dedicated to providing
people with opportunity; opportunity for inclusive collaboration, opportunity for innovation, and opportunity for development.
WE ARE: A team of analytical professionals that are always excited to make work at Progressive Leasing more streamlined and impactful. At a company that values people above all else and does the right thing period, the People Team is engaged cross-functionally in all-aspects of the organization to ensure we are constantly living our values. We love to have fun, love to do what is right, and fundamentally love what we get to do here at Progressive Leasing!
YOU ARE: An excited and engaged professional that is looking forward to a career in Operations! he Workforce Analyst is responsible for forecasting volume, improving/creating contact strategies and creating agent schedules for Progressive Leasing.
YOUR DAY-TO-DAY:
Generating and maintaining short term/long term forecasts for call volume, AHT, number of agents needed for workload, work capacity, for multiple call types- Manage time-off requests related to PTO and VTO
- Analyzes contact center and CPA trends to forecast and schedule for workload needs
- Utilizes data from various workforce management tools to provide in-depth analysis of workload
- Complete audits as needed ensuring accuracy in Forecasts, Schedules for all lines of business
- When needed, create alternative staffing scenarios to help the business understand costs and make ideal decisions
- Create and maintain schedules for multiple contact types
- Support the WFM team with intraday management
- Attend weekly WFM meetings with department leadership and WFM analysts to plan for upcoming changes to volume, and staffing barriers
- Research and analyze process gaps in the various operations departments, identify solutions, and lead projects to remedy
- Create and monitor capacity related KPIs and trigger escalation procedures when thresholds are reached
- Make recommendations and decisions that maximize resources, meet customer experience expectations, and are fiscally responsible
- Conduct analysis and recommend solutions to performance issues that will improve operational efficiency, consistency of results, and/or employee satisfaction
- Create and adjust campaign settings to enhance contact strategy for outbound campaigns
- Prepare daily/weekly/monthly and ad hoc reports and distribute to Management
YOU’LL BRING:
Strong analytical and organizational skills, with the ability to compile, analyze, and summarize data- Ability to plan and prioritize tasks of competing priority
- Demonstrated ability to work independently, take initiative, problem-solve, handle multiple tasks, and prioritize daily responsibilities
- Excellent written and verbal communication skills
- Leadership, forecasting, staff planning, scheduling and Workforce Management experience preferred
- Knowledge of Excel and MS office
- Familiar with WFM software applications (ININ, IEX, Genesys Cloud, Verint, etc.)
- Ability to make sound decisions quickly in a fluid work environment
- Experience with databases and statistical modelling techniques (preferred but not required)
WE OFFER:
- Competitive Compensation
- Full Health Benefits; Medical/Dental/Vision/Life Insurance + Paid Parental Leave
- Company Matched 401k
- Paid Time Off + Paid Holidays + Paid Volunteer Hours
- Employee Resource Groups (Black Inclusion Group, Women in Leadership, PRIDE, Adelante)
- Employee Stock Purchase Program
- Tuition Reimbursement
- Charitable Gift Matching
- Job required equipment and services
Progressive Leasing welcomes and encourages diversity in the workplace. We do not discriminate in any aspect of employment
on the basis of
race, color, religion, national origin, ancestry, gender, sexual orientation, gender identity and/or expression, age, veteran status, disability, or any other characteristic protected by federal, state, or local employment discrimination laws where Progressive Leasing does business.