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In this role, you will report to the Sr. Director Customer Success & Support OPS & Analytics, partnering closely with Customer Success and Support leadership to lead and own Demand Forecasting, Capacity and Workforce Planning, Real-Time Scheduling, Analytics & Insights, Target and SLA attainment analysis, and closed-loop performance metrics including continuous data analysis to drive improvements and optimize the support orchestration for Klaviyo's customers.
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Maximus is hiring a Sr Forecasting & Workforce Planning Analyst. Familiarity with Workforce management software like IEX Total View or Genesys preferred. - Create work Instructions and job aids for Call Center and eligibility & enrollment supervisors to provide instruction on what action is required for specific codes as it relates to Workforce Management.
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The analyst showcases their expertise in forecasting and long-term planning, being able to shift between traditional workforce planning frameworks and new and innovative models to meet the evolving needs of the programs we support.
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Assist in training Workforce Management new hires as directed by supervisor. Private work area and adequate power source EEO Statement EEO Statement: Active military service members, their spouses, and veteran candidates often embody the core competencies Maximus deems essential, and bring a resiliency and dependability that greatly enhances our workforce.
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AVANGRID's employment practices and policies are geared to hiring a diverse workforce and sustaining an inclusive culture. Responsible for generating reports that allow for the forecasting of resources and expenditures and optimizing resource utilization for Substation, Transmission, and Distribution projects.
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Configure events within the workforce management database use of the system by end users and operational analysis. - Maintain workforce management templates for monthly roll up and required performance reporting.
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Take the lead on projects, research and resolve operational items escalated by workforce management Analysts. - This assistance will occur real-time and historical, as well as proactively planning for future requirements.
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The Workforce Management Analyst will work to support the forecasting and capacity planning needs of Pearson Customer Service & Support in conjunction with the Workforce Management (WFM) team and Operations Leaders.
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Bachelors with 5+ years of call center forecasting experience. - Develop, create, and conduct systems training for supervisors on the workforce tools, processes and best practices. - Identify areas of opportunity in regards to skills the Workforce Team needs and proactively help or bring that information to the supervisor.
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A committed and diverse workforce is our most important resource. For more information, visit Essential Duties and Responsibilities: - Provide analytics data of call/web chat arrival patterns, seasonality analysis of call and web chat volumes, agent efficiency analysis, statistical analysis of the agents and call center performance.
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Senior Manager of Workforce Management , you will be responsible for the management of Capacity Planning, Forecasting, Scheduling and Real Time Monitoring, supporting the 300+ person global Customer Support contact center.
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Develop and support of a workforce management system used company-wide for tracking staffing levels, accurate forecasting, and reporting of results to management. Accountable for financial modeling for reporting of industry and regional competitive intelligence, strategic planning, cash management and treasury related projects.
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The Senior Budget and Financial Planning Analyst will be a key member of the Finance and Administration Division to assist in the development of the annual budget, formation of programmatic spending plans, production of financial analysis activities that includes forecasting revenue and expense projections, ensuring appropriate budgetary controls and making recommendation to improve financial reports.
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Create and design ad hoc reports using SQL and other software languages for data analysis pertaining to agent scheduling, call volumes, Web Chat Volume, Agent Performance Metrics. Maximus delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs.
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Advanced MS Excel skills including SQL Query, VLOOKUP, Pivots, Graphs. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances. Must not be delinquent or in default on any federal student loans.
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