Tiffany and Co Careers – Workforce Management Analyst

Website Tiffany & Co.

Job Description:

The Workforce Management Analyst is responsible for all strategic short-term and long-term forecasting and scheduling for the Sales Service organization. The Workforce Management Analyst is responsible for the daily efforts to provide a great customer and employee experience by effectively delivering real-time (intra-day) management with the purpose of optimizing resources to achieve business objectives.

Job Responsibilities:

  • Support the full integration and ongoing management of enterprise time & attendance system.
  • Work with the Manager of WFM to establish short-term and long-term strategies and financial and resource budgets for the global contact center organization.
  • Use relevant WFM data to support analysis and make recommendations that prioritize initiatives and channel expansion.
  • Responsible for making key recommendations on relevant data and how this data is presented. This includes identifying data elements that are in line with divisional and company stated objectives and initiatives.
  • With a high degree of independence, effectively communicate with all levels of management on WFM best practices including scheduling, time and attendance, and resource utilization.
  • Actively monitor and advise of needs for improvement on all aspects of new and ongoing initiatives in the Contact Center.
  • Serve as the Sales Service administrator of the workforce management software solution. Actively monitor and ensure the systematic capture of contact volumes and corresponding system generated schedules are in line with the needs of the business and the divisional planned labor hour usage daily, weekly, and monthly.
  • Recommend improvements to existing reports or creation of new ones to facilitate achievement of overall divisional KPIs .
  • Serve as reporting backup to Manager, WFM for month-end financial metrics review and budget alignment.
  • Through use of systems and analytics, review contact volume forecast models and optimize staff schedules to maximize resource utilization and to achieve service level objectives.

Job Requirements:

  • Mainstream Labor Management System technologies preferred
  • College degree in business/analytical field and/or equivalent work experience
  • Excellent organizational, written/verbal skills and interpersonal skills to allow for communication at all levels
  • 3+ Years of experience with Workforce Management applications (Verint WFM preferred)
  • Contact Center experience preferred
  • 3+ years in an analytical role utilizing standard methodologies
  • Demonstrated analytical and problem-solving skills
  • Advanced Excel, Access skills and experience with reporting tools

Job Details:

Company:  Tiffany & Co.

Vacancy Type:  Full Time

Job Location: Parsippany, NJ, US

Application Deadline: N/A

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