Basic Job Function

This position is responsible for the planning and driving short-term resource strategies to meet staffing needs through the application of workforce management methodologies. Developed analysis will be used by management for operations strategic planning/forecast needs, product impact assessments, planning and development, etc. Incumbent is responsible for tactical planning and schedule adjustments, intra-day management, and daily schedule/activity maintenance within WFM tools.

Accountabilities
1. Contributes and/or leads small to mid-size operations related projects (may cross functional boundaries) including scoping and sizing the project; leading workflow through full project life cycle and other related responsibilities.
2. Use workforce management software and call volume history to help manage intra-day staffing levels and to determine the most effective methods for staffing adjustments.
3. Utilize call center tools (Verint Impact 360 and Avaya CMS/IQ) to monitor queue and adherence data in real time, as well as observe agents actual state compared to agents scheduled state.
4. Maintains the Agent database by updating skills, schedules, preferences, exceptions, vacation, and special requests.
5. Identifies root cause issues and collaborates with internal customers, operations staff, external vendors, and management to determine resolution and recommend alternatives to management to achieve desired department objectives based on findings and data available.
6. Creates and distributes data analysis and statistical reports to end users and management.
7. Build relationships with internal customer groups, various levels of management, and multiple functions and groups.
8. Assist senior team members and management with process improvement/efficiency related initiatives
9. Performs additional operational and/or other projects, functions and duties as assigned.

Qualifications
1. BS in Business, Computer Science or related field, or equivalent work related experience in workforce planning disciplines.
2. 3-5 years related experience required.
3.Ability to apply knowledge and understanding of data and statistical analysis and/or equivalent project analysis experience.
4. Knowledge and understanding of workforce management principles; preferably experience in a workforce management team applying principles to a contact center.
5. Proficient MS Office/desktop skills including Excel, PowerPoint and Access.
6. Solid decision making and problem solving skills for analysis, proven successful results in determining the impacts of data differentials and anomalies, and drawing valid conclusions based on applying sound logic and analysis. Translate and communicate data effectively and successfully into actionable business information.
7. Exposure to Workforce Management tools.
8. Ability to gather requirements effectively and contribute valuable business insight on requirements development and lead small to mid-size operational analysis related projects.
9. Strong organizational skills involving the ability to meet deadlines and turn around information in a timely manner
10. Strong relationship development and team collaboration skills involving the proven ability to interact and collaborate effectively with key internal and external individuals as well as the ability to work independently.
11. Solid communication skills (verbal and non-verbal) involving effective presentation skills including articulating technical information successfully to both technical and non-technical audiences.
12. Strong organizational skills and attention to detail; ability to manage multiple assignments involving self direction, and effective prioritization of projects and workflow, including understanding the steps in the production and product life cycles.

At Lexis Nexis Risk Solutions, having diverse employees with different perspectives is key to creating innovative new products for our global customers. We have 30 diversity employee networks globally and prioritize inclusive leadership and equitable processes as part of our culture. Our aim is for every employee to be the best version of themselves. We would actively welcome applications from candidates of diverse backgrounds and underrepresented groups.

We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. If a qualified individual with a disability or disabled veteran needs a reasonable accommodation to use or access our online system, that individual should please contact accommodations@relx.com or if you are based in the US you may also contact us at 1.855.833.5120.

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