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Sr. Analyst, Workforce Planning (Job ID 2015980)

Irving, Texas

Category Contact Center
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Company Overview:

At ADT, we’ve been in the business of helping save lives for more than 145 years. As the number one smart home security provider serving residential and business customers, our people are our most important asset. Headquartered in Boca Raton, FL and at more than 200 locations across North America, our employees help empower our customers to live more secure and confident lives. Join our team and help us protect what matters most. For more information, visit www.adt.com or follow us on Twitter, LinkedIn, Facebook and Instagram.

Job Responsibilities:

To provide statistical, quantitative and qualitative analysis regarding internal and external customer contacts across the entire organization.

  • Analyze report and provide recommendations regarding performance metrics for contact volume and schedule quality.
  • Develop and maintain performance statistics for the Customer Service.
  • Conduct, attend and present analysis, trending and forecast for all workforce for all workforce related performance metrics across the entire organization.
  • Prepare, publish and standardize performance and trending reports.
  • Document and provide recommendations of process improvement to create higher quality forecast, schedules and WFM processes.
  • Other duties as assigned.
Knowledge:
  • Knowledge of and a proficiency in using Computer and Microsoft Office applications (Word, Excel, Access, Outlook), and Internet.
  • Knowledge of Company policies, procedures, guidelines, and practices.
  • Extensive and demonstrated knowledge of Excel or similar software.
  • Self-motivated and a professional attitude.
  • Excellent communication and listening skills.
  • Excellent teambuilding, customer service, and interpersonal skills.
  • Must possess good decision making skills, be very organized and detail oriented.

Abilities:

  • Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
  • Position requires employee to be self-motivated.
  • Ability to respond effectively to the most sensitive inquiries.
  • Ability to define problems, collect data, establish facts, and draw valid conclusions
  • Ability to use discretion and problem analysis.
  • Ability to work effectively with others.
  • Ability to work as part of a dynamic team and be flexible.
  • Ability and willingness to make key contributions to the growth of the business.
  • Ability to effectively present information to top management and/or boards of directors.
  • Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, volume and AHT (Average Handled Time) calculation.
  • Ability to apply concepts of basic algebra.
  • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
  • Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form

Skills:

  • Self-motivated and a professional attitude.
  • Excellent communication and listening skills.
  • Excellent teambuilding, customer service, and interpersonal skills.
  • Must possess good decision making skills, be very organized and detail oriented.
Abilities:
  • Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
  • Position requires employee to be self-motivated.
  • Ability to respond effectively to the most sensitive inquiries.
  • Ability to define problems, collect data, establish facts, and draw valid conclusions
  • Ability to use discretion and problem analysis.
  • Ability to work effectively with others.
  • Ability to work as part of a dynamic team and be flexible.
  • Ability and willingness to make key contributions to the growth of the business.
  • Ability to effectively present information to top management and/or boards of directors.
  • Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, volume and AHT (Average Handled Time) calculation.
  • Ability to apply concepts of basic algebra.
  • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
  • Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
  • High School Diploma or General Education Degree (GED).
  • Bachelor’s Degree from four-year college or university; or equivalent combination of education and experience.
  • Three to Five years of experience in an operations analyst or similar analytical position preferred.
  • Two to Three years’ experience with Verint or similar software such as, IEX Totalview or Aspect eWorkforce Management.

    ADT LLC is an Equal Employment Opportunity (EEO) employer. We are committed to having a diverse and inclusive workforce and do our best to foster a culture and environment where every employee feels valued. Our goal is to serve our customers and help save lives. We can achieve this goal when we have the best talent working in an environment where employees feel included and recognized. Visit us online at jobs.adt.com to learn more.

Location:

Irving, Texas

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