Workforce Management Analyst


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Overview


Does working alongside business operations professionals, providing insightful analytics, and growing your career with the leader in geographical information systems sound exciting to you? The business support team is looking for a workforce management analyst to optimize the productivity of our support staff and drive the achievement of key performance objectives. You will work independently and collaboratively with operations and offshore partners to accurately forecast interactions and case workload to build work plans that will improve the customer experience. You will identify trends, present data and findings, and make recommendations to stakeholders to support data-driven decision-making. This is the perfect opportunity for a motivated self-starter to become part of an innovative and energetic team that forecasts workload, builds staffing models, and produces reports and dashboards that influence business teams to make informed data-driven decisions.

Responsibilities


  • Develop and analyze support center voice/email/chat volume forecasts and build staff schedule models to optimize coverage to achieve service level goals
  • Optimize and re-optimize staff schedules and queues on an ongoing, regular basis to determine optimal schedule efficiency at monthly, weekly, daily, and interval levels
  • Monitor daily support center service levels and productivity and recommend schedule adjustments, as needed, to achieve service goals in a multi-channel, multi-skill, multi-site environment
  • Maintain support center analyst schedules in WFM (Genesys Cloud), including schedule building, exceptions, and updates
  • Real-time management of the call center queues, adherence, schedule maintenance, and the management of exceptions
  • Develop, prepare, and distribute reports utilizing Genesys Cloud and Salesforce Lightning daily, weekly, monthly, or ad-hoc
  • Act as point of contact for system issues reported by support centers – domestic and offshore teams
  • Perform other duties as assigned
  • Can work remotely

Requirements


  • One (1) year of experience in the job offered or related occupation in which the required experience was gained
  • Applicants must also have demonstrated experience with: Genesys; PowerBI; Advanced Excel skills to perform data manipulation and automation; Scheduling, forecasting, and real-time adherence experience; Working knowledge of workforce management and contact center methodologies; and Experience working in a multi-site and multi-skill support organization
  • Bachelor’s Degree in business, finance, engineering (any), information technology or a related field of study

Recommended Qualifications


#LI-DNI

#DNI

Total Rewards

Esri’s competitive total rewards strategy includes industry-leading health and welfare benefits: medical, dental, vision, basic and supplemental life insurance for employees (and their families), 401(k) and profit-sharing programs, minimum accrual of 80 hours of vacation leave, twelve paid holidays throughout the calendar year, and opportunities for personal and professional growth. Base salary is one component of our total rewards strategy. Compensation decisions and the base range for this role take into account many factors including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.

A reasonable estimate of the base salary range is
$64,000-$82,000 USD

About Esri


At Esri, diversity is more than just a word on a map. When employees of different experiences, perspectives, backgrounds, and cultures come together, we are more innovative and ultimately a better place to work. We believe in having a diverse workforce that is unified under our mission of creating positive global change. We understand that diversity, equity, and inclusion is not a destination but an ongoing process. We are committed to the continuation of learning, growing, and changing our workplace so every employee can contribute to their life’s best work. Our commitment to these principles extends to the global communities we serve by creating positive change with GIS technology. For more information on Esri’s Racial Equity and Social Justice initiatives, please visit our website here.

If you don’t meet all of the preferred qualifications for this position, we encourage you to still apply!

Esri is an equal opportunity employer (EOE) and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need reasonable accommodation for any part of the employment process, please email askcareers@esri.com and let us know the nature of your request and your contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this e-mail address.

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