Workforce Management Analyst
US-MO-St. Louis
Enterprise US
Req #: 512939
Type: Regular Full-Time
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Overview: The St. Louis Support Services Division for Enterprise Mobility currently has an exciting opportunity for Workforce Management Analyst! ABOUT THE ROLE The Workforce Management Analyst understands business strategies, interprets and develops staffing plans, and analyzes and applies workforce management concepts to ensure adequate scheduling of resources for supported teams. This position provides forecasting and monitors real-time work queues, analyzes trends, and recommends options to adjust scheduling plans to meet business needs. We offer a robust Benefits Package including, but not limited to: * Paid Time Off * Health, Dental, Vision insurance; Life Insurance; Prescription coverage (employees scheduled for 30+ hours) * Employee discounts on car rentals, car purchases and much more! * 401(k) retirement plan with company match and profit sharing * Educational Assistance (full time - 40+ hours only) ABOUT THE JOB This role offers a hybrid work environment requiring at least 3 days in the office, which will primarily be based out of our office in Weldon Springs but could also work out of our Maryland Heights and Corporate Campus (Clayton) location. This opportunity has a schedule of Monday - Friday with start time from 7:00-8:00am CST with flexibility needed based on business needs. The starting pay for this role is $61,000/yr. Compensation decisions will be made based on factors that include but are not limited to experience, education, location, and skill level. ABOUT THE TEAM Enterprise Mobility's Support Services teams are responsible for Global Call Center Operations, Replacement Rental Services Support, Information Management, Customer Service Metric Programs, North American Roadside Assistance, Sales Support, Small Business Programs and Technical Support Helpdesks. This team consists of over 4,000 customer service professionals, support staff and management around the globe in 15 different countries with 70+ million customer contacts handled annually. Responsibilities: * Analyze, interpret, and validate data using internal workforce management and contact center applications to create short-term and long-term staffing forecasts and related reporting * Collaborate with various levels of management to understand business needs and trends to develop positive working relationships and resolve scheduling issues * Evaluate, document, and adjust forecasts as necessary to account for actual volumes compared to forecast, and recommend changes to enhance productivity and customer satisfaction * Evaluate trends including workload, arrival patterns, staff productivity, staffing levels, etc. to proactively make recommendations on adjusting the scheduling plan, providing actionable steps to resolve issues * Monitor real-time work queues, analyzing to maintain optimal staffing levels, utilizing the schedule bidding process and tools like voluntary time off to resolve gaps in scheduling working to meet forecasted requirements Equal Opportunity Employer/Disability/Veterans Qualifications: * Must live in the state of Missouri and be willing and able to travel to the St. Louis office 3 days per week * Minimum (2) two years of Workforce Management experience required * Bachelor's degree required * Emphasis in Business Administration, Management, Mathematics, Statistics, Finance, Computer Science, Data Analytics or similar a plus * Must be authorized to work in the United States and not require work authorization sponsorship by our company for this position now or in the future * Must be at least 18 years old WFH Technical Qualifications for your home office: * The address on your application must be your current, accurate permanent address * Must have access to a cell phone to validate security information authentication * Must have reliable and consistent high-speed internet access provided by a cable or fiber provider (no DSL, satellite or wireless) * Minimum upload speed of 3 mbps and minimum download speed of 25 mbps * Use of wireless, hotspot or WiFi "air cards" are NOT ALLOWED *Enterprise reserves the right to verify that your PC and internet meets or exceeds these requirements
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