Workforce Performance Analyst
Location:
Amherst , New York
Posted:
October 23, 2017
Reference:
R-10084107
Position Description

Join Us! Fiserv has been named to FORTUNE® magazine’s list of World’s Most Admired Companies. This is the fourth consecutive year the company has been named to the list, which is a definitive benchmark of corporate reputation.

"Our people are the foundation upon which this recognition is based and I'm very proud of their commitment to client excellence. Their dedication to serving our clients each day is what makes Fiserv one of the most admired companies in the world." - Jeffery Yabuki, President and Chief Executive Officer

Position Description:

The Workforce Performance Analyst is responsible for the planning and success of a centralized scheduling program across multiple lines of business. The analyst will align agent schedules with forecasts so that desired service level targets can be met and maintained.

  • Report & analyze shrinkage and make recommendations for improvements
  • Develop value added reports that would lead more efficient and productive schedules and agents
  • Ensure necessary reporting is complete, accurate and delivered on time for key stake holders to make critical business decisions based on results
  • Produces weekly staffing reports showing staffing variances by interval
  • Analyze, monitor and report on all staffing assumptions and provide recommendations to internal and external stakeholders
  • Develop detailed hiring plan for each line of business, ensuring consistent achievement of intraday interval requirements
  • Create and distribute new hire schedules based on understanding and predicting trends of historical volumes, shrinkages, and attrition rates
  • Assess daily performance of call centers and manage real-time staffing changes to ensure financial targets and service level objectives are achieved
  • Create schedule for and manages all schedule bids
  • Optimizes break and lunch schedules on a daily/weekly basis
  • Identifies short and midterm scheduling needs and makes under-time/over-time recommendations to the operation
  • Communicates effectively with individuals/teams in all departments to ensure high quality and timely completion of requests
  • Identifies recurring problems; contributes ideas on ways to resolve problems to better serve the operation and/or improve productivity

Required Qualifications:

  • Bachelor’s degree from a four-year college or university or minimum 3 years’ experience with Workforce planning & forecasting
  • Experience using IEX software or equivalent Workforce management software
  • Proficient in Excel
  • High degree of professionalism as there is heavy interaction with leadership at all levels
  • Strong mathematical, analytical and organization skills are necessary to be successful in this role

Travel Required:               <10% travel




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