Workforce Planning Analyst II

Company Name:
## Job Responsibilities:(Description)
The Workforce Planning Analyst II is responsible for scheduling all associates and activities based on the forecast to support both the associate and client experiences. This includes ensuring that all client channels are staffed for appropriate service levels while supporting back office requirements and associate development activities. This balancing act is required over 90% of the time since required resources will typically exceed actual resources based on all priorities. There will also be needs for reporting, analysis and observations of an ad-hoc nature that will occupy 10% of the time.
When required resources exceed actual resources, scheduling options must be developed and presented with sound recommendations.
Presenting the options will require collaboration and negotiation skills with all levels of the organization. In essence, the role is considered the "face" of the Workforce Management.
## Experience, Skills, Academic
4 + years of Workforce Management Experience
Demonstrated knowledge of Call Center Operations
Proven experience working with WFM applications such as IEX or Genesys WFM (preferred)
Skills & Abilities:
Strong computer skills that include proficiency in Excel, Word (necessary) and Access, PowerPoint (preferred)
Exceptional analytical skills in a previous call center
Strong ability to communicate and thrive within a growing team environment
Proven attention to detail
Excellent organization, time management and multi-tasking skills
thi This position may be filled at a level I or level II job title and grade based upon the applicants skill set, background and years of experience.
ADP ADP is an Equal Opportunity Employer; Minorities/Women/Veterans/Disabled. ADP believes that diversity leads to strength.
Requisition #: 73918
Job Title: Workforce Planning Analyst II
Country: United States
State: New Hampshire
City: Salem
Employment Status: Full Time
Job Category: Insurance
Area of Interest: Retirement Services
Locations: United States, Salem, NH

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