This position is for a Workforce Management Analyst with a company location in Hattiesburg, MS. This position will analyze and report on staffing levels, staffing constraints such as absenteeism, attrition, site resource availabilities, and other critical inputs across multiple sites. The Workforce Management Analyst will also be responsible for short and long term staffing functions such as creating new hire and shift selection schedules.
Duties and Responsibilities Include: Constantly assess system-wide and individual department performance and productivity to confirm business objectives are being met and uncover opportunities for improvement; Produce reports such as attendance, schedule adherence, intraday performance and other ad hoc reports as needed; Ensure sufficient time is planned to support the business through training, individual representative development, team meetings, etc.; Stay up to date with changes to industry best practices, tools, templates, and technologies and looks for opportunities to improve program performance; Participates in and may facilitate meetings and conference calls with cross-functional teams, which may include the client; Maintain an understanding of CDC-INFO scope, processes, and client feedback; Schedule flexibility as well as overtime is required
Requirements and Qualifications Include: Requires a High School Diploma or GED; Bachelor’s Degree preferred; Minimum three (3) years experience in the area of workforce management, customer service or call center operations; Strong organization, prioritization, time management and multitasking abilities; Effective written and oral communication skills; Ability to work under pressure and stress while exceeding day-to-day operational demands; High level of commitment, initiative, vision and enthusiasm; Advanced knowledge in MS Excel and PowerPoint; Proficient in SWP system preferred, Aspect eSWP strongly preferred; Ability to multi-task and be flexible in a changing environment; Must be able to effectively prioritize and manage multiple concurrent projects and complete high quality work
An Affirmative Action/Equal Opportunity Employer