As a Planning Analyst, Workforce Management, you will own the analysis and relationships associated with the overall workforce management strategy. This position creates short-term forecasting, scheduling optimization, and workforce reporting needed to maintain customer service center operations.
Requirements
- Creates and maintains short-term, long-term and intraday forecasts and schedules driving effective results and achieving service-level commitments.
- Provides analysis and recommendations across varying levels of management to improve resource utilization and performance.
- Partners with workforce management analysts and CS Leaders to achieve intra-day service performance objectives.
- Meets with workforce management partners to discuss the proactive planning strategies and recommends effective resource optimization.
- Identifies Continuous Improvement opportunities in daily work, providing recommendations and creates solutions on how to support and implement solutions.
- Acts as a liaison within the workforce management team and customer service center partners regarding optimization across the organization.
- Partners with workforce management real-time analysts to serve as a mentor in areas such as education of workforce systems, familiarity to short-term forecasting, etc.
Benefits
- Medical, dental, vision, and life insurance plans with coverage starting on day one of employment
- Maternity support programs, nursing benefits, and up to 14 weeks paid leave for birth parents and up to 4 weeks paid leave for non-birth parents
- 6 free sessions each year with a licensed therapist and Wellhub portal membership to support your mental and emotional wellbeing
- At least 18 paid time off days annually for full-time employees and 6 company holidays per year
- 6% company contribution to a 401K Retirement Savings Plan each pay period, no employee contribution required
- Tuition reimbursement, student loan refinancing and access to financial counseling, education, and tools
- Charitable Gift Program - match gift to an eligible educational, cultural, community health, and human service organizations
- Employee discounts and admission to various civic and cultural institutions around Chicago
- Zoro office perks including coffee bar, beer on tap, unlimited snacks, access to the onsite gym, and incredible city skyline views
