The Time Warner Cable Corporate office currently seeks a Senior Workforce Management Analyst for our Enterprise Customer Care Department. Below please find a brief description of the essential duties and responsibilities required to function successfully in this position.
Essential Job Functions:
• Works directly with Business Measurement Manager to ensure workforce management business objectives are met.
• Report, monitor, track and analyze contact center performance.
• Evaluates and analyzes historical trends and recommends strategic and tactical operations plans related to call center staffing needs.
• Partners with local leadership team to assist with continuous improvement of department process, procedures, and functions.
• Assists with ad hoc reporting as directed.
• Calculates staffing requirements based upon standard industry practices.
• Assesses workforce management practices in contact center operations and provides recommendations for improvement.
• Utilizes Aspect eWFM software to perform forecasting and scheduling. Analyzes and modifies forecasts and schedules to ensure optimal performance based on call/contact volume, average handle time, absenteeism, and other shrinkage assumptions.
• Monitors real-time contact center performance statistics, adding, adjusting schedules to secure staffing requirements and tracking.
• Identifies and researches service level risks for problem resolution and management notification.
• Facilitate and/or participates in workforce management meetings as needed.
• Collaborates with all functional departments and regions within TWC to achieve strategic, tactical, and project goals related to the optimization of call/contact volume handling and workforce management.
• Monitors and administrators the Aspect eWFM program to ensure it is operating at optimal levels. This would include the (1) configuration, (2) administration, and (3) utilization of the forecasting, scheduling, and reporting functions within the application.
Required Qualifications:
• 3+ years experience with Aspect eWFM version.
• Proven experience in utilizing workforce management and ACD software.
• Proficient in developing/maintaining various analysis and reporting tools.
• Ability to analyze data and present findings in various formats.
• Knowledge of basic Human Resource policy and labor law adherence.
• Proven experience in business/operational planning and management.
• Excellent interpersonal, organizational, problem solving and communication skills.
• Ability to drive change and influence individuals at all levels of the organization and to take appropriate risks.
• Temperament to work with various personalities and build working relationships.
• PC Software skills in Microsoft© Word, Excel, Visual Basic, Power Point, Access and SharePoint.
• Demonstrated ability to develop, document and maintain operational policies and procedures, including designing and documenting detailed process flows, and the development of operational performance and quality metric standards and reports.
Preferred Qualifications:
• 5+ years contact center experience
• Experience with Avaya CMS
Education and Experience:
Bachelor's degree (B.A. or B.S.) from four-year college or university; or equivalent training, education and experience.
Travel Requirements:
Yes Travel 15 %
Time Warner Cable offers competitive benefits to include medical, dental, vision, a matched 401(k) plan, tuition reimbursement, and a pension plan. Qualified candidates should apply online https://www.timewarnercable.com/corporate/about/careers/search.ashx?page=cim_jobdetail&partnerid=25160&siteid=36&AReq=120301BR&Codes=NCCP
Candidates Must apply via our web site.
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