Analyst 1, Workforce Management – Forecasting & Analysis

Job not on LinkedIn

🔥 0 minutes ago

⛰️ Colorado – Remote

⛰️ Colorado – Remote

💵 $22 - $33 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧐 Business Analyst

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NBCUniversal

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2004

📱 Media

Media • Entertainment

NBCUniversal is a leading global media and entertainment company known for creating and distributing content across a variety of platforms. With over 100 years of experience, it is a part of Comcast and encompasses brands like Peacock, NBC Sports, and many others to educate, entertain, and empower audiences around the world. The company is involved in television broadcasting, film production, and theme parks, and is also recognized for its initiatives in technology and corporate social responsibility. NBCUniversal is committed to innovation and social impact, making it a vibrant workplace for media and tech professionals.

📋 Description

• Daily real-time monitoring of service levels for all queues and LOBs. • Effectively communicates Service Level impacts to WFM leaders and Management. • Advises management regarding schedule change requests. • Enforces schedule compliance and adherence. • Collect and analyze data (Volume, AHT, Staffing, etc.) for variances and make recommendations for resolutions. • Escalate significant issues (system outages, volume increases, staffing shortages) following established processes. • Produce daily, biweekly, and monthly internal reports. • Regular, consistent and punctual attendance. • Must be able to work nights and weekends, variable schedule(s) and overtime as necessary. • Other duties and responsibilities as assigned.

🎯 Requirements

• Bachelor's Degree • Proficient in Microsoft Excel • Experience using Workforce Management tools, preferably Aspect’s eWFM. • Experience using Avaya CMS for reporting and skill changes. • Attention to detail and high level of accuracy. • Clear, concise verbal and written communication skills. • Strong collaboration skills with WFM planning, operations, and support teams. • Strong understanding of contact center metrics (Service Level, ASA, AHT, Occupancy, Adherence). • Ability to multi-task, focus, and complete reports for extended periods of time. • Ability to maintain composure in critical situations. • 0-2 Years Relevant Work Experience.

🏖️ Benefits

• Best-in-class Benefits • array of options • expert guidance • always-on tools