Workforce Analyst jobs in Atlanta, GA

Workforce Analyst 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. Being a Workforce Analyst 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. Additionally, Workforce Analyst typically requires a bachelor's degree or equivalent. Typically reports to a manager. The Workforce Analyst occasionally directed in several aspects of the work. Gaining exposure to some of the complex tasks within the job function. To be a Workforce Analyst typically requires 2-4 years of related experience. (Copyright 2024 Salary.com)

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Workforce Real Time Analyst
  • Chick-fil-A, Inc.
  • Atlanta, GA OTHER
  • Overview

    Support Now is an essential sub-department of Field Operations. We provide support to our corporate users and quick-service restaurants by making it easy for our Operators, Team Members, and Staff to get answers, solve problems and identify opportunities. We measure success by the speed, accuracy, and experience we provide. The services we offer include general business support, IT and operation support, systems and application support, networking support, and many other technologies that are utilized by our Franchisees. We also focus on continuous improvement, strategy and insights to make things better for today and where Chick-fil-A is headed tomorrow.

     

    As part of the Field Operations Services department, the Workforce Real Time Analyst is responsible for planning, forecasting, scheduling, and real time resource management of in-center and remote agents.

     

    Establishes effective relationships with internal partners including operational leadership to ensure daily service level metrics and business goals are met. Communicates company policy information and requirements to staff and ensures operational decisions comply with policy. Responsible for real-time and/or intraday management of resources to ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of incoming cases at the desired service level.

    Our Flexible Future model offers a healthy mix of working in person and remotely, strengthening key elements of the Chick-fil-A culture by fostering collaboration and community.

    Responsibilities

    • Coordinates appropriate staffing allocation and availability of call center staff to achieve service level objectives.
    • Monitors site to ensure optimal staffing levels.
    • Records Front End Messages (FEM) as necessary during outages and communicates with Leadership and all Lines of Business regarding the activation of the message.
    • Maintains Callout Line for Unplanned Absences.
    • Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data.
    • Administers volume contingency action plans as deemed necessary and appropriate.
    • Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.
    • Maintains proactive approval and denial of discretionary activities including Planned Time Off requests, Training, Meetings, Development Time, Etc.
    • Facilitates real-time discussions with necessary stakeholders.
    • Completes root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness.
    • Monitors Agent Dashboard throughout the day to ensure Agent Productivity & respond as appropriate via All Hands Email notifications.
    • Updates schedules and responds to escalated issues and ad-hoc requests.
    • Ability to respond to high volumes of emails as appropriate
    • Ensures time keeping matches workforce tool.
    • Ensures that all reports originating from the department are accurate and reliable.
    • Helps with the integration and implementation of new call center technologies.
    • Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.

    Minimum Qualifications

    • Bachelor's Degree
    • 0-3 years overall work experience
    • Contact Center or technical experience
    • Real Time Contact Center experience

    Preferred Qualifications

    • Managing multiple schedules and shifts
    • Intermediate knowledge of call center management and all related calculations
    • Intermediate knowledge of various forecasting / scheduling software
    • Strong organizational skills
    • Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail
    • Ability to communicate call center data/forecasts to all levels of employees in an understandable fashion
    • Ability to work independently with minimal supervision.
    • Capability of problem solving
    • Knowledge of Five9 Call Center Software a plus
    • Experience utilizing major workforce tools
    • Mathematics or data analytics experience

    Travel Requirements

    5%

    Required Level of Education

    Bachelor's Degree
  • 22 Days Ago

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Amazon Analyst 2C
  • 2C Workforce Solutions
  • Mc Donough, GA OTHER
  • Overview We are in looking for an ANALYST For our AMAZON Department with a Facility located in McDonough, GA. You are required to be an Advanced user of MS Excel (vlookups); And recent SAP experience....
  • 20 Days Ago

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Structural Analyst Aviation
  • LAUNCH Technical Workforce Solutions, LLC
  • Marietta, GA CONTRACTOR
  • Launch is seeking a Structural Analyst. Secret Clearance required Description: Structural Analyst for the ADP Structural Analysis Team. Responsible for establishing structural specifications and perfo...
  • 1 Day Ago

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Workforce specialist
  • Georgia Tech
  • Atlanta, GA FULL_TIME
  • Apply for Job Job ID 269323 Location Atlanta, Georgia Full / Part Time Full-Time Regular / Temporary Regular Add to Favorite Jobs Email this Job About Us Georgia Tech prides itself on its technologica...
  • 18 Days Ago

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Workforce Manager
  • Quest Group Executive Search
  • Duluth, GA FULL_TIME
  • We are in search of a WFM Real Time Specialist responsible for maintaining optimal interval, daily, and monthly performance within the contact center. This entails ensuring that each line of business ...
  • Just Posted

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Office of Transportation Data- Transportation Specialist 2- TRP051- PG L- Special Projects Statistical Analyst
  • Transportation Specialist 2- TRP051- PG L- Special Projects Statistical Analyst - Team Georgia Careers
  • Atlanta, GA FULL_TIME
  • Job Summary: Under general supervision, provides working level professional support in one or more of the following areas: OMAT, maintenance, construction, intermodal, planning, utilities, surveying, ...
  • 6 Days Ago

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0 Workforce Analyst jobs found in Atlanta, GA area

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Privacy Analyst
  • Dexian - DISYS
  • Atlanta, GA
  • Privacy Analyst 100% Remote 3 + Months Responsibilities: Manages, assesses and investigates cases that come through the ...
  • 3/28/2024 12:00:00 AM

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IT Business Analyst
  • Dexian
  • Atlanta, GA
  • Locations- Chicago, IL Chandler, AZ Richmond, VA Atlanta, GA New York City, NY Jersey City, NJ ($50/HR to $58/HR) Pennin...
  • 3/27/2024 12:00:00 AM

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Workforce Data Analyst
  • HOME DEPOT U.S.A., INC.
  • Atlanta, GA
  • Position Purpose: A Data Analyst leverages technical abilities to synthesize complex analytical tasks into easily unders...
  • 3/27/2024 12:00:00 AM

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Operations Analyst
  • Optomi Professional Services
  • Atlanta, GA
  • Optomi Professional Services is a firm dedicated to partnering with clients to fuel technology initiatives. Through our ...
  • 3/27/2024 12:00:00 AM

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IT Audit Analyst
  • Dexian - Signature Consultants
  • Atlanta, GA
  • Job Summary: Dexian is seeking a IT Audit Analyst for an opportunity with a client located in Atlanta, GA. Responsibilit...
  • 3/26/2024 12:00:00 AM

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Mainframe Security Engineer (RACF & Top Secret) - REMOTE
  • Net2Source Inc.
  • Atlanta, GA
  • Net2Source Inc. is an award-winning total workforce solutions company recognized by Staffing Industry Analysts for our a...
  • 3/25/2024 12:00:00 AM

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Lead, Total Rewards Analyst
  • North Highland
  • Atlanta, GA
  • REACH YOUR POTENTIAL | COLLABORATE WITH AMAZING PEOPLE | MAKE CHANGE HAPPEN Do you have the skills, passion, and commitm...
  • 3/24/2024 12:00:00 AM

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Benefits Analyst
  • Gypsum Management and Supply
  • Tucker, GA
  • Position Summary: The Benefits Analyst is responsible for assisting with the administration of all benefits programs, in...
  • 3/24/2024 12:00:00 AM

Atlanta (/ætˈlæntə/) is the capital of, and the most populous city in, the U.S. state of Georgia. With an estimated 2017 population of 486,290, it is also the 38th most-populous city in the United States. The city serves as the cultural and economic center of the Atlanta metropolitan area, home to 5.8 million people and the ninth-largest metropolitan area in the nation. Atlanta is the seat of Fulton County, the most populous county in Georgia. A small portion of the city extends eastward into neighboring DeKalb County. Atlanta was originally founded as the terminating stop of a major state-sp...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Workforce Analyst jobs
$64,305 to $86,137
Atlanta, Georgia area prices
were up 1.4% from a year ago

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