Pearson Workforce Optimization Analyst II in Springfield, Illinois
As a Workforce Optimization Analyst II within the Workforce Optimization team, you will be responsible for creating compelling data led narratives that will help maintain and drive revenue for some of our largest clients. You will support sales in client conversations and help clients understand their performance on Indeed. You will take data from multiple data sources, manipulate, and translate that data into actionable insights for our clients. You will be part of a team of analysts that actively learn from and share with each other.
The WFO team belongs to the Enrollment Solutions & Effectiveness organization. Our team supports client-facing teams with insights driven analysis, actionable narratives, & collateral.
We collaborate with functions across Indeed to give Enrollment & CE the knowledge, tools, and resources to succeed. We are looking for passionate individuals who are strategic problem solvers, and are enthusiastic about partnering with Enrollment & CE to provide solutions and help them sell.
Core tasks and responsibilities
Leverage data from multiple sources to build compelling narratives
Present your insights to external clients and handle challenges with ease
Leverage qualitative data and insights and help them drive growth
Serve as subject matter expert in helping create scalable methodologies
Independently manage all projects, deadlines and stakeholder relationship with timely delivery of ad-hoc requests
Test and cultivate data driven narratives to help solve client problems
Creates basic to sophisticated ad hoc report requests: Uses insights from data exploration to prepare basic visualizations and PowerPoint reports for clients requesting the data
Provide documentation and write business requirements to assist with the automation of reporting and data tools for quality, enrollment, & customer engagement teams.
Processing reports across multiple internal teams
Works with more senior staff to reach out to client to clarify asks, debrief with client to explain data insights, and confirm report
Contributes to periodic audits of data within business systems/platforms related to employee efficiency and productivity.
Works with Analytics organization to ensure data quality and accuracy
Downloads required data and creates pre-defined reports as per defined schedule
Sends out reports to stakeholder group and answers basic questions pertaining to the report
Bachelor's degree or equivalent in Statistics, Mathematics, Economics, Finance, & Quantitative Psychology, or Workforce Management
2+ years related experience in productivity & efficiency analysis
Industry experience preferred: Healthcare, Finance, Education, Retail, and/or Call Center
Must have expert knowledge in MS Office suite
Experience working with Workforce Management Software, specifically Teleopti
Experience with contact center ecosystems, such as Nice InContact, Amazon Connect, & Lifesize
Experience with performing Quality Assurance focused on agent engagement and insights related to prospective and current customer experience.
Experience with Quality Assurance Platforms INVOCA for Sales, ObserveAi a plus
Experience with SQL, Python, and Java Script a plus
Experience working within CRMs specifically SalesForce
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: 8481