19 days old

WFM Analyst

F5 Networks
Guadalajara, JAL 44100
  • Job Code
    RP1019286

Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

We're looking forward to you joining our Workforce Operations Team!

You will track shift changes; vacation/holiday schedules and anticipate high volume seasons to ensure accurate staffing levels.

You'll perform analysis, monitor, and evaluate the function of the workforce (service support) center by monitoring activities on a real-time basis. You'll build schedules and provide regular reports to management on workload and workforce. You'll define both long-term strategies and ever-changing, short-term, and immediate workforce needs. Monitors new-hire, holiday, and seasonal shift needs. You'll focus on updates and maintain a scheduling database with current information; and research, recommend, service support center technology and process improvements to increased workforce availability.

***This position is located in Guadalajara, Mexico

What will you be responsible for?

  • Ensure schedules are published within acceptable time frames
  • Ensure necessary forecasts and other aspects of the Workforce Management software are prepared to support scheduling analysis
  • Use Workforce Management tracking tools to maintain information on employee activity and status, including schedule assignments, and absences, meetings, training and other schedule exceptions
  • Assign schedules to new employees
  • Verify that post-training new employees are appropriately set up in Verint, Genesys PureCloud, Cornerstone, and Siebel
  • Compile and record requests for time off prior to schedule forecast being run; respond appropriately with information and/or approvals
  • Provide information needed to evaluate requests for schedule alterations or exceptions
  • Prepare and analyze agent schedules in order to meet service level requirements in the most efficient manner possible within work rules, legal requirements and other constraints
  • Analyze requests for alterations to the schedule and respond appropriately
  • Monitor daily service levels and efficiency, adjust schedules as necessary
  • Lead others in daily updating time off using Workforce Management software
  • Analyze staffing trends and make recommendations to management
  • Project staffing required to meet service levels
  • Forecast both short and long-term call volumes and staffing needs
  • Analyze call volumes and patterns and reports forecast and actual performance for sites and/or call handling groups, and maintain other information needed for accurate forecasting
  • Analyze call trends and make recommendations to management
  • Generate reports
  • Process new employee paperwork transmitted by HR
  • Write/update documentation for processes, procedures and troubleshooting related to Scheduler job functions
  • Assist with projects as needed that relate to Scheduler role
  • Perform additional projects as the need arises

Qualifications:

  • 4+ years experience in customer service, working in a high volume environment, handling customer interactions via phone and email.
  • Experience multi-tasking and coordinating cross-functional projects.
  • Working knowledge of Microsoft Office (Word, Excel, PowerPoint, SharePoint)
  • Verint and Genesys PureCloud and Cornerstone experience is preferred
  • Associates Degree or higher is a plus.
  • Experience working with Siebel is helpful
  • Strong verbal and written communication skills essential. Must speak proficient English.

Physical Demands and Work Environment:

Job may be performed on-site at a customer facility or data entry, on in an office environment sitting at a desk or computer table. Duties require the ability to utilize a computer keyboard, communicate over the telephone, and read printed material. Duties may require the ability to travel via automobile and airplane, and may require being on call periodically and working outside of normal working hours. (Evenings and weekends).

#LI-DC1

The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.

Please note that F5 only contacts candidates through F5 email address (ending with @f5.com) or auto email notification from Yello/Workday (ending with f5.com or @myworkday.com).

Equal Employment Opportunity

It is the policy of F5 to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, sensory, physical, or mental disability, marital status, veteran or military status, genetic information, or any other classification protected by applicable local, state, or federal laws. This policy applies to all aspects of employment, including, but not limited to, hiring, job assignment, compensation, promotion, benefits, training, discipline, and termination. Reasonable accommodation is available for qualified individuals with disabilities, upon request.







Posted: 2021-01-05 Expires: 2021-02-03
Sponsored by:
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Sponsored by:
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WFM Analyst

F5 Networks
Guadalajara, JAL 44100

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