Pearson Workforce Optimization Analyst I in Springfield, Illinois
The Workforce Optimization Analyst I will learn about Enrollment and Customer Engagement across Pearson Virtual Schools (PVS) and then apply that knowledge to support team members in various departments. This includes, but is not limited to analyzing contact center KPIs, tracking short and long term call volumes, call distributions, and staffing requirements across all departments with queues.
In particular, the analyst will report on historical information, inputs, requirements, and trends to proactively schedule resources, monitor adherence, attendance, and contact center KPIs, while providing overall staffing strategy, from real time resource management to future capacity plans.
The Workforce Optimization Analyst I will provide business services on demand, as well as support services for performance analytics and productivity tools, implementation, and maintenance. The analyst will act as subject matter expert for workforce management and operational policies and procedures and work closely with the manager of the workforce management team to identify opportunities for improving the efficacy and efficiency of the team.
Core tasks and responsibilities
Provide strategic analytical support and interpretation of operational results as they affect the financial performance of the contact center in an effort to reduce costs and increase productivity
Create long term, interim, and short term forecasts for inbound and outbound volumes and loads on a daily, weekly, monthly, and annual basis
Define short and long term projections across multiple business units for call types based on changing business needs, as well as historical data
Listen to calls and review transcripts to identify key trends and opportunities
Review Call/Chat transcripts to scope out the impact of certain key trends across all departments
Create forecasts for use in developing schedules utilizing workforce management software
Maintain and analyze records of actual volumes and loads compared to forecast and recommend changes to enhance productivity and customer satisfaction
Maintain staffing and headcount records, analyze attrition, and develop hiring plans for long and short range planning efforts
Provide capacity planning for contact center and all departments with queues, as well as provide input to management for long range strategic facility planning
Maintain detailed records of call statistics, skills, and call distributions to maximize forecasting accuracy, as well as to ensure appropriate staffing and cost effective labor utilization
Work closely with management to ensure sound business decisions are made to coordinate staffing plans and cost projections
Utilize workforce management applications and statistical analysis to produce and manage forecasting models which result in attainment of service standards at the lowest possible cost
Provide and communicate forecast-to-actual variance analysis to management
Perform multilayered “What If” scenarios to assess volume, staffing, performance, and cost impacts to changes in the business
Integrate policies and procedures, reports, and metrics
Distribute Customer Satisfaction Surveys, create reporting for survey data, and analyze and present survey results to leadership.
Work with WFM partners at call center outsourcer to ensure staffing, shifts, and schedules are in alignment with forecasts and capacity plans. Ensure outsourcer is taking appropriate actions and strategies to achieve KPI’s on an ongoing basis.
Other duties as assigned
Bachelor's degree or equivalent in Statistics, Mathematics, Economics, Finance, & Quantitative Psychology, or Workforce Management
Industry experience preferred: Healthcare, Finance, Education, Retail, and/or Call Center
Must have advanced knowledge in MS Office suite
Experience with Tableau/Power BI/Alteryx
Experience with SQL, Python, and Java Script a plus
Experience working within CRMs specifically SalesForce
Experience with performing Quality Assurance focused on agent engagement and insights related to prospective and current customer experience.
Basic knowledge or interest about apps support procedures, concepts and other technical areas.
Strong oral, written and interpersonal communication skills, must be capable of telling a story that is based on complex data/information to others.
Recommend solutions to improve performance based on analysis
Must have excellent organizational and time management skills
Ability and willingness to learn new technologies and methodologies.
Learning is the most powerful force for change in the world. More than 20,000 Pearson employees deliver our products and services in nearly 200 countries, all working towards a common purpose – to help everyone achieve their potential through learning. We do that by providing high quality, digital content and learning experiences, as well as assessments and qualifications that help people build their skills and grow with the world around them. We are the world’s leading learning company. Learn more at pearsonplc.com.
Pearson believes that wherever learning flourishes, so do people. We are committed to being an anti-racist company in everything we do. We value the power of an inclusive culture and a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm, and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity, and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to a sustainable environment and workplace where talent can learn, grow, and thrive.
To learn more about Pearson’s commitment to a diverse and inclusive workforce, please click here: http://www.pearson.com/careers/diversity-and-inclusion.html
Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be. All employment is decided based on qualifications, merit, and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status, or any other group protected by law.
Organization: Virtual Learning
Req ID: 8480