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Husqvarna Group · 19 hours ago

Workforce Management Analyst

United States

Full-time

Remote

Entry, Mid Level

2+ years exp

Husqvarna Group is seeking a Workforce Management Analyst to enhance their Supply Chain Operations. This role involves overseeing workforce optimization, planning, and scheduling to ensure efficient operations and service level targets are met.

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Responsibilities

Serve as the primary point of contact on workforce management policies

Serve as subject-matter expert on workforce optimization issues

Ensure service level targets are met; maintain the right headcount, and calculate call capacity

Responsible for the maintenance and upkeep of scheduling software

Responsible for reporting data management activities around employee scheduling and forecasts

Improve processes and increase efficiency of operations by recommending necessary changes

Undertake majority of call forecasting and agent scheduling for the contact center

Resolve errors such as meal break adjustments and correct project code, etc. affecting employees

Adjust total hours worked and any time off (leave) an employee has recorded in applicable software

Onboarding/Offboarding of employees in business systems

Manage real time changes to agent schedules in WFM platform

Serve as point of contact between Operations and Workforce Management to identify: Unexpected changes in volume which require changes to the forecast and/or staffing, Unexpected changes to absenteeism which might require staffing adjustments

Perform other duties as requested by supervisor

Qualification

Workforce optimizationScheduling softwareForecasting softwareData managementProject managementTechnical aptitudeProblem solvingAttention to detailOrganizational skills

Required

Bachelor's degree in business or relevant area

2-4 years of professional experience call center workforce analyst position

Experience using scheduling and forecasting software such as Genesys or any other workforce management software used to manage schedules, work flow, and statistical data

Ability to comprehend and successfully operate within a complex data & systems structure

Demonstrated aptitude towards problem solving and root cause identification

Possess organizational, planning and project management skills and ability to effective drive cross-functional projects – on time and budget

Strong Computer Skills and Technical Aptitude (MS Access, advanced knowledge of MS Suite)

Attention to detail and accuracy