Senior Workforce Analyst

Senior Workforce Analyst

Publishing Concepts, LP (PCI) is a Fortune 100 Best Companies to work for headquartered in Dallas, Texas, we partner with colleges, high schools, and service organizations to engage their alumni and members. We receive calls from alumni/members to capture their personal stories for the Oral History Projects, collect data to update directories and sell published books along with alumni merchandise. Join us and work with people who like to have fun and celebrate our unique culture!

Job Summary/Overview

The Senior Workforce Analyst monitors the daily volume of inbound and outbound call traffic to achieve the optimal utilization and balance of resources across PCI's Inside Sales and StoryCause sites. Key responsibilities will include real-time monitoring, attendance and scheduling functions, configuration of ACD, and preparation of daily, weekly, and monthly reports, for Inside Sales and StoryCause.

Essential Duties:

• Analyzes and evaluates workforce metrics to improve human resources capacity planning and maximize labor utilization rates
• Utilizes hiring, sourcing, attrition, and productivity metrics to provide actionable insights about the current and future states of a workforce
• Applies predictive models and methods to develop short and long-term forecasts
• Produces reports and visualizations that provide easy-to-understand information required for decision-making
• Manages changes to scheduling to ensure adequate daily resource coverage.
• Communicate with management and operations team to ensure compliance with company standards
• Monitor attendance and schedule adherence
• Performs any other related duties as required or assigned.

Requirements

• Ability to organize information, pay attention to detail and accurately follow procedures
• Ability to work alone with minimum supervision and with others in a team environment, occasionally under time pressure and on several tasks at the same time
• Ability to effectively communicate orally and in writing with co-workers, management team, other Departments, vendors, and outside agencies, including being sensitive to professional ethics
• Experience with Workforce Management software (scheduling, performance tracking, reporting)
• Proactive working style
• Demonstrate strong analytical skills
• Ability and willingness to learn new software applications
• Skills in complex problem-solving, judgment, critical thinking, and decision-making
• Ability to be highly organized with an emphasis on accuracy and timeliness
• Must be able to work a flexible schedule, including Saturdays
• This position is remote however, the associate must live: in AL, AR, FL, GA, KS, NM, OK, SC, TX, or VA

Education and experience for the position:

• Minimum High School Degree or equivalent
• A Bachelor's Degree is strongly preferred but not required
• 2-4 years of related experience