Work Force Management Analyst

Job Description

Job Description

Role : Work Force Management Analyst

Location : San Antonio, TX

Nice & Genesys tool experience required.

Lead morning call performance review and upcoming outlook to maximize customer service responsiveness, preparation, and communications.

Own the scheduling functionality of the Workforce Management system including all inputs and outputs to support operations.

Review reporting and communications to ensure accuracy and clarity.

Monitor and report on system scheduling functions, develop metrics to ensure system reliability and trust, determine corrective plans of action as required.

Oversee real time response to events and incidents such as technical outages, application failures, unanticipated facilities closures (safety related) and escalates to appropriate internal and external teams when needed.

Optimize and implement ongoing training and onboarding processes for staff members.

Design, build and maintain, databases and / or spreadsheets tracking key service statistics.

Operate as the subject matter expert on scheduling practices and functions within the organization.

Partner with operations teams to ensure critical functionality operates effectively for restaurants.

Operate the internal processes, scheduling templates, user profiles, rule sets, auto scheduler functions, to support efficient scheduling.

Analyze and report on field scheduling metrics to provide holistic scheduling overview while supporting troubleshooting down to location level.

Support training partners with subject matter expertise to ensure all training materials are current.

Analyze and interpret staffing model results by isolating and analyze trends and assess business impacts.

Meet with management to review staffing models and to make improvements on future forecasts.

Communicate effectively with internal and external customers in accordance with the company's policies, procedures, guidelines, and common practices.