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Home Depot Senior Analyst, Workforce Management in Atlanta, Georgia

POSITION PURPOSE

The Sr. Analyst, Workforce Management position is responsible for analysis of key factors driving staffing and labor costs within a contact center network. The Sr. Analyst makes decisions based upon the data collected and reports the impact of such decisions, needs to be proactive in determining long and short term staffing needs and the allocation of those resources to achieve business service levels. This position also assists with contingent labor relationships with outsource vendors, drives strategy, cost management, continuous improvement, innovation, performance, and contractor life cycle management for strategic vendors, ensuring compliance to accomplish goals. Communicates system changes, helps coordinate training, on boarding and off boarding, and identifies service delivery issues and provides solutions as needed. The position works closely with our internal WFM team, quality assurance, training, contact center operations and key contacts of our outsource vendors.

MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES

  • 40%- Workforce Management analytics and oversight: Collaborates with real time, scheduling, and forecasting teams to manage primary service lines. Evaluates support options and processes to ensure productivity and optimal occupancy. Recommends improvements of WFM processes.

  • 50%- Outsourced vendor management: Primary point of contact for contract terms/conditions, invoicing, communicating and measuring SOW/MSA deliverables, measurement of key performance indicators and service levels. Ensures vendor compliance with Company and governmental policies.

  • 10%- Participates in cross-functional initiatives to support overall business strategy. Works with business leadership to provide operational and strategic insight and to receive feedback on WFM processes.

NATURE AND SCOPE

  • This position reports to the Senior Manager of Workforce Management.

  • This position has no direct reports.

ENVIRONMENTAL JOB REQUIREMENTS

Environment:

Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Travel:

Typically requires overnight travel less than 10% of the time.

MINIMUM QUALIFICATIONS

  • Must be eighteen years of age or older.

  • Must be legally permitted to work in the United States.

Education Required:

The knowledge, skills and abilities typically acquired through the completion of a high school diplomas and/or GED.

Years of Relevant Work Experience: 5 years

Physical Requirements:

Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Preferred Qualifications:

  • Bachelor's degree preferred

  • Strong background in statistics and analytics

  • Forecasting and scheduling in a large call center, and across multiple centers.

  • Experience in a Workforce Management role in a large, multi-channel Contact Center organization

  • Experience with Microsoft Excel including data manipulation and formula development

  • Experience managing a BPO outsource relationship

Knowledge, Skills, Abilities and Competencies:

  • Critical thinking/reasoning and problem solving skill with an ability to weigh relative cost and benefits of potential actions to choose the most appropriate option and create business justification

  • Good troubleshooting skills and ability to balance and prioritize multiple projects and action items concurrently,

  • Strong interpersonal skills, especially when translating information back and forth between technical/non-technical audiences and with senior leadership

  • Ability to work with minimal direction and make progress in ambiguous situations

  • Ability to build strong customer relationships and delivering customer-centric solutions.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

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