Workforce Analyst

Job Description: Description: The Workforce Analyst is responsible for workforce / staff scheduling within the Orlando contact center. The selected candidate will be expected to measure real-time adherence, call flow, and adjust schedules in an accurate and timely fashion. Ability to devise detailed resource optimization plans in a multi-site, multiple program & heavily decentralized environment and implement the same on scheduling systems. Analyze data, present and make recommendations on staffing levels for optimizing workforce efficiencies. Produces and distributes agent schedules weekly. Handles all agent schedule change and PTO requests. Produces reports for Support departments. Trains leadership in Workforce management tools usage in a real time call center environment. Makes staffing recommendations for the Recruiting Team and Leadership to hire new agents based on current business needs. Conducts project work for Leadership in all department, as needed. Qualification: What will I be doing? As a Workforce Analyst you would be responsible for executing your position's responsibilities in alignment with our Spirit of Service culture and driving company success through performing the following tasks to the highest standards\: * Produces reports for Monitors the application of the traffic and scheduling function, including policy and procedures, operating structure, and information flow. Independently analyzes contact center trends in order to predict long and short-term staffing needs.- Extensive knowledge & experience with call forecasting and administering IEX-Total View & Avaya CMS Supervisor. * Able to devise detailed resource optimization plans in a multi-site, multiple program & heavily decentralized environment and implement the same on scheduling systems. * Able to understand & compile short and long term staffing plans incorporating multiple work types (i.e. inbound, outbound, back office work, etc) with competing operational goals & effectively distribute resources to meet all goals simultaneously. * Must understand IVR, ACD, Dialer, & other call delivery technology platforms. * Must be able to clearly communicate recommendations & guidance to senior operational leaders. * Must be able to be a single point of contact for the entire team. * Must be able to effectively drive requirements, discipline and results with local and remote teams. * Must be able to consolidate staffing requirements for multiple units and projects in the organization into a global staffing model. * Proactively identify and initiate change to address performance and process issues. * Prepare and present key strategic and day to day operational staffing and performance analytics to both executive, managerial and front line partners to drive changes in behaviors, metrics and performance. What are we looking for? Hilton Grand Vacations is a leader in the vacation ownership industry, operating with an unwavering commitment to innovation, quality, and continued growth. At the core of our company s success are our Team Members. To fulfill this role successfully, you must possess the following minimum qualifications and experience\: * Working knowledge and understanding of call center operations, terminology, definitions, calculations and common practices. * Advanced PC skills and proven ability with Microsoft Excel, Word, PowerPoint and Access. * Strong Communications skills with the ability to convey need, urgency and resolution. * Ability to be objective, maintain confidentiality and partner across departments to meet and exceed our department objectives. * Ability to work independently with little to no supervision. * Willingness to learn It would be advantageous in this position for you to demonstrate the following capabilities and distinctions\: * BA/BS/Bachelor's Degree What will it be like to be a Team Member with Hilton Grand Vacations? There s something truly unique about Hilton Grand Vacations. The foundation of our culture has been about creating memorable experiences and making a positive impact within our industry and the communities in which we live and work. Our Team Members are the driving force behind these efforts. It is their talent, passion, and commitment to our brand that has fueled the success of Hilton Grand Vacations. Hilton Grand Vacations develops, markets, and operates a system of brand-name, high-quality vacation ownership resorts in highly desirable vacation destinations. Our company also manages and operates two innovative club membership programs\: Hilton Grand Vacations Grand Vacations Club and The Hilton Club , providing exclusive exchange, leisure travel, and reservation services for more than 250,000 Club Members.