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NBCUniversal logo
NBCUniversal

NBCUniversal is a media and entertainment company that develops, produces, and markets a variety of entertainment and news programs internationally. NBCUniversa

Analyst 1, Workforce Management – Forecasting & Analysis

Location

Colorado

Posted

113 days ago

Salary

$22 - $33 / hour

Seniority

Senior

Bachelor DegreeExperience acceptedEnglish

Job Description

Analyst 1, Workforce Management – Forecasting & Analysis

NBCUniversal

• 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.

Job 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

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