United Rentals Workforce Management Analyst in Charlotte, North Carolina
Responsible for workforce management systems, volume forecasting, and personnel schedule optimization. Delivers analytics and insights around the effectiveness/ efficiency of the CCC workforce. Make headcount recommendations based on analytical findings. Provide project management leadership and support on key initiatives as assigned. Successfully contribute to achieving company goals and department objectives and engage with cross functional employees and management as needed.
Workforce Management Administration
Input and maintain both data and user information in the Workforce Management platform
Add and remove employee information as required
Based on volume forecasts, create monthly personnel work and break schedules for the Customer Care Center and submit to team Supervisors by the 15th of every preceding month
Create and maintain the Customer Care Center's PTO calendar, track time off balances, and notify team managers of changes when applicable
Manage the real time schedule adherence of all Customer Care Center employees through notifications of tardiness to team Supervisors
Customer Care Center Forecasting
Establish and advance Customer Care Center WFM platform and forecasting capabilities.
Ownership of establishing and refining Customer Care Center call, & electronic (email, web response & chat) forecast.
Assessing staffing variances & gaps that lead to staffing recommendations maximizing service levels.
Customer Care Center Reporting and Analytics
Generate ad-hoc reports utilized in the decision making process within the call center environment.
Working with many sets of data in an undefined environment and suggesting ways and methods of improving the efficiency of call center operations as well improvements in customers' experience
Trending of implemented solutions to determine the expected financial impacts of the changes and identification of any unexpected changes either positive or negative
Assessment of data and generation of related hypotheses and recommendations Identification of patterns and exploring probable rationale for the occurrences of anomalies
Leadership reports on the condition of the care centers workforce management based upon finding in the data
Communications to center leadership explaining key aspects of center performance and deviations from expected results
Take ownership of specific initiatives as appropriate and drive results via driving adoption and implementation of strategic projects within the organization
Managing multiple tasks and projects simultaneously, on tight deadlines
Bachelor's degree required in Business Administration, Economics, Analytics, or related field preferred; rental industry experience preferred
3 plus years of workforce and/or business analytics experience required
Superior data analytic skills and other statistical techniques (correlation, cluster, multivariate)
Familiarity with SQL preferred.
High level of proficiency within Excel/ Access or similar tools. Calabrio, Cognos, and Tableau experience desirable.
Ability to work in a decentralized organization.
Ability to work in a fast-paced, dynamic environment.
Strong influencing and internal customer service skills; intermediate presentation skills
Must be able to effectively manage multiple high profile projects at one time.
High level MS-Office computer skills. with excellent excel, PPT skills
Office environment, approximately 20% travel as necessary
Other duties assigned as needed.
SQL is a must