Customer Response Workforce Analyst

US-PA-Royersford
Requisition #
2017-14446
Category
Customer Services & Support
Type
Full-Time
Work From Home (Virtual)
No

Overview

Founded in 1951, Iron Mountain Incorporated (NYSE: IRM) is the global leader in storage and information management services. Iron Mountain is committed to storing, managing and transforming what our customers value most, from paper records to data to priceless works of art and culture. Providing a full suite of solutions – records and information management, data management, digital solutions, data centers and secure destruction – Iron Mountain enables organizations to lower storage costs, comply with regulations, recover from disaster, and protect their data and assets from a complex world. Visit the company website at www.ironmountain.com for more information.
 
Iron Mountain enables 94% of the Fortune 1000 to smartly and securely manage their physical and digital information assets. With unmatched innovation and collaboration, our teams create information management solutions for our customers’ data, no matter what format, location or lifecycle stage it’s in and no matter where it’s kept. We are more than 17,000 people strong and growing. We’ve been a trusted records management leader since 1951.
 
Iron Mountain is an equal opportunity employer, and does not unlawfully discriminate on the basis of race, color, religion, sex, national origin, marital status, age, sexual orientation, gender identity characteristics or expression, disability, medical condition, U.S. Military or veteran status or other legally protected classifications in making employment decisions.
Iron Mountain Canada is an employer broadly committed to providing an inclusive work environment that welcomes all people.  Globally, we believe it is our diversity that contributes to our companies’ shared success. We work hard always to avoid discriminating on any grounds other than capability to perform the requirements of the job.

Responsibilities

Reports To:

Director, Analytics

Department/Location:

Customer Care       

# of Direct Reports:

0

FLSA Status (E or NE):

E

Grade:

TBD

Job Code:

TBD

Job Family:

TBD

Date Revised:

December 2013

 

Job Summary: The Work Force Analyst is responsible for planning, forecasting, scheduling, intraday management and analyzing work force functions for Customer Care. Provides direction and support to Customer Care leadership to ensure the established Contact Center objectives are met.

Primary (P) or Secondary (S)

Key Responsibilities:

% of Time Spent:

P

A.    Serves as a subject matter expert and WFM liaison for the Customer Care leadership and coordinates with these teams to ensure consistent business / operational goals are achieved.

10%

P

B.    Ensures that the WFM team is providing the appropriate real-time program oversight and takes appropriate action to meet established goals and maximize efficiency.

10%

P

C.    Ensures that the scheduling & forecasting function are providing optimal resource forecasts, schedules and continually identifies new schedule strategies and opportunities to improve efficiencies including creative and flexible workforce across multiple teams.

 

20%

P

D.    Manages long term forecasts and capacity utilization, costs, and all resource planning functions for the specified teams and/or center such that all workforce management strategies meet and exceed set expectations.

15%

P

E.    Analyzes trends, patterns, and historical data in order to develop value added workforce solutions for Customer Care.

10%

P

 

 

P

 

P

 

P

P

F.    Provides timely and accurate management reports and analysis, including the creation and maintenance of regular and ad hoc reporting and the development of improved reporting processes.

G.    Manages the accurate compilation and distribution of information and reports to identified stakeholders.

H.    Develops site performance measures, developmental plan for each location/queue managed, provides feedback and coaching based on weekly metric attainment.

I.      Identifies and implements continuous improvement initiatives.

J.     Provides and implements real time solutions to the business that results in increased productivity/efficiency.

10%

 

 

5%

 

10%

 

5%

5%

 

 

 

Qualifications

 

 

Knowledge, Skills, and Competencies:

 

A successful candidate should possess the following:

  • Extensive experience with Workforce Management tools, preferably IEX and CCMA.
  • 3-5 years Forecasting scheduling, real time and workforce management experience in a contact center required.
  • Experience in outbound and multimedia channel preferred.
  • Statistical Analysis experience required.(SAAS SQL or minitab)
  • Must be detail oriented.
  • Strong project management capabilities
  • Excellent organization skills and able to manage multiple and changing priorities
  • Excellent interpersonal and customer interaction skills to include communications, presentation and conflict resolution skills.
  • Must have proficiency with various software applications programs including Microsoft Office product; Office, Word, Excel, PowerPoint, Access and Visio.
Business Expertise:

 

Scope Information:

·                     Revenue (P&L)             Yes             No             Annual dollars:

·                     Operating Budget           Yes             No             Annual dollars:

 

Leadership:
 
N/A

 

Problem Solving:

 

Strategic and tactical problem solving. Will be required to analyze complex business issues and produce measurable solutions within the established timeframes

 

Area of Impact:

Customer Care

 

Interpersonal Skills:

 

Will interact closely with the senior leadership team for Customer Care

 

Job / Physical Requirements/Qualifications:

 

  • Physical Requirements:
  • Required to sit at a desk for extended periods
  • Travel Requirements:

 

30% Total travel:

40% Local travel (Depending on District):

  • 30% Overnight travel:
  1. Utilization of Time and Equipment:

 

100%

1.     Laptop / desktop computer, telephone

0%

2.     Lifting, moving, pushing and pulling equipment, cases, metal containers, or boxes in excess of:

 

10-20 lbs.

 

 

30-40 lbs.

 

 

40 lbs.

 

0%

3.     What are the physical aspects of the job? NA.

 

  1. Licenses & Certifications Required:

 

  1. Qualifications:

Minimum Education:                                                    Minimum Experience:

                                    High School                                                                  Less than 2 years

                                    2 Yrs College                                                                2 – 4 Years

                                    4-Yr College Degree                                                      4 – 7 Years

                                    Master’s Degree                                                            7 – 10 Years

                                    PhD                                                                              10+ Years

Preferred Education:                                                    Preferred Experience:

                                    High School                                                                  Less than 2 years

                                    2 Yrs College                                                                2 – 4 Years

                                    4-Yr College Degree                                                      4 – 7 Years

                                    Master’s Degree                                                            7 – 10 Years

                                    PhD                                                                              10+ Years

 

Approvals:      

                                                                          

Direct Manager: ____________________________________   Date: __________________________

 

Human Resources __________________________________     Date: __________________________

 

  • Disclaimer: This job description is not meant to be an all-inclusive statement of every duty and responsibility of the jobholder. Certain features of this job are described in the above headings, but are not necessarily limited to the above written statements. They may be subject to review. All positions within Iron Mountain may include other duties as assigned.

 

 

Iron Mountain is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, creed, age, national origin, sex, sexual preference or handicap.