3M has a long-standing reputation as a company committed to innovation. We provide the freedom to explore and encourage curiosity and creativity. We gain new insight from diverse thinking, and take risks on new ideas. Here, you can apply your talent in bold ways that matter.
Descrição do trabalho
3M is looking for passionate and driven Workforce Management Analyst. Are you ready to be a part of what’s next?
Major responsibilities include real-time monitoring of call center Average Speed of Answer (ASA), Service Levelandschedule adherenceto coordinatethesharing of labor betweenAdvantage Center Departments and teams.Develop forecast using historical volume, seat occupancy, average handle time and otherfactors toensure all departmental goals are achieved.
PRIMARY DUTIES/RESPONSIBILITIES:
Provide real-time monitoring viaNICE/InContactsystem and workforce management techniques to make intra-day adjustmentsto maximize resource efficiency and achieve service level goals / business objectives
Review / build / manipulate forecasts to predict call volume andwork loaddistribution based on an analysis of historical trends and external factors.
Assess appropriate staffing levels on adaily/weekly basis to achieve target service levels.
Partner with call center management and training team to handle all offline requestsensuring for service delivery and budgeted shrinkages.
Identify and execute against opportunities to optimize operational metrics through creative scheduling analysis and recommendations.
Facilitate overtime collection, schedule shift trades, early release and call-in programs.
Compile and analyze data fromvarious tools tomanagecapacity, schedule adherence,utilizationand Agent work assignments.
Effectively and professionally communicate via email and face- to- face with all levels of3Memployees and vendors on business strategies and WFM software issues.
Produce on-demand reports as needed.
Must be willing to work various shifts including days, evenings, weekends, and holidays.
Other duties as needed or assigned.
Basic Qualifications
High School Diploma or equivalent.
Advanced English (oral and written)C1
Twoyears ofCall Centerexperience.
Must have excellent attendance history.
Strong mathematical skills.
Analytical, resourceful, and able to multi-task.
Ability to work effectively and exercise sound business judgment in a team environment, as well as independently without close supervision.
Ability to work a variety of flexible shifts and hours to meet the business needs.
Experience with Microsoft Office applications including: Word, Excel & Outlook operating systems and internet search engines.
Experience with Nice InContact
Preferred Qualifications
Working knowledge of Workforce Management and ACD software.
Experience producing reports from raw data via Excel.
Familiar with contact center metrics, scheduling principles, and operations.
Experience with Auto Dialer and IVR routing.
Bachelordegree preferred
Supporting Your Well-being
3M offers many programs to help you live your best life – both physically and financially. To ensure competitive pay and benefits, 3M regularly benchmarks with other companies that are comparable in size and scope.
Imagine your future in 3M
At 3M, inspiration happens daily. Here, science is how the magic happens. Except it is not magic, it is the right science, applied in the right way by the people of 3M. Here, your ideas help shape everyday lives around the globe. Here, you matter. You inspire. Challenge. Create. Thrive. Here, you go. Apply now and discover inspired opportunities!
Learn more about 3M’s creative solutions to the world’s problems at www.3M.com or on Twitter @3M.
3M es un empleador que ofrece las mismas oportunidades. 3M no discriminará a ningún solicitante de empleo por razones de raza, color, edad, religión, sexo, orientación sexual, identidad o expresión de género, origen nacional, discapacidad o estado de veterano.
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