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Republic Services CRC Workforce Analyst in Scottsdale, Arizona

Republic Services is an industry leader in U.S. recycling and non-hazardous solid waste disposal. Through our subsidiaries, Republic’s collection operations, transfer stations, recycling processing centers, landfills and environmental services provide effective solutions to make recycling and waste disposal effortless for our 14 million customers nationwide. Our 36,000 employees working in 42 states are committed to providing a superior customer experience while helping ensure a cleaner, safer and healthier world for future generations.

Why Work with Us

At Republic Services, we strive to create a workplace that is meaningful and rewarding at every level of our organization. Our employees thrive in an atmosphere where safety is revered, and each person can be a compassionate steward of our environment. We hire the best people to make Republic a great place to work. We are focused on attracting talented individuals across professions who are as committed to serving customers and the planet as we are. We’re proud to be recognized on Barron’s 100 Most Sustainable Companies, Forbes World’s Most Innovative Companies, Forbes Best Employers for Women, Forbes Best Large Employers and Ethisphere’s World’s Most Ethical Companies lists. Republic is also the only company in our industry that is a certified Great Place to Work.

POSITION SUMMARY: The Customer Resource Center Workforce Management Analyst (CRC WFM Analyst) focuses on the analysis and forecasting of call center trends, including multichannel contact volumes, the tracking and reporting of call activity patterns, staff productivity and the planning of resource allocation. The CRC WFM Analyst will work with multiple skill groups/sets and priority queues within the CRC to accurately forecast contact volumes, average handle times, shrinkage, productivity and staffing requirements while maximizing agent utilization. The CRC WFM Analyst analyzes historical center and agent performance, generates forecasts, schedules staffing plans that meet business unit goals and objectives and manages all intra-day activities.

PRINCIPAL RESPONSIBILITIES:

  • Assists in the implementation of the WFM system within the organization to enable effective management of forecasting, staffing, working patterns and the provision of efficient schedules for agents that meet both employee and business needs.

  • Takes ownership over the forecasting and scheduling cycle, from generating forecasts and constructing initial schedule bids to performing the weekly, daily and intra-day schedule adjustments.

  • Analyzes and reports historical data and trends.

  • Develops forecast models for call volume, handle time, headcount, attrition, PTO, sick trends and other planning assumptions.

  • Produces various schedule scenarios to arrive at the optimum operational coverage with the lowest cost and highest quality of schedules.

  • Prepares and manages day-to-day staffing schedules to ensure optimal coverage and queue efficiency.

  • Manages the shift bidding, trial schedules and schedule adjustment processes.

  • Manages the time off process for the call center agents.

  • Responsible for managing intra-day activities like the optimization of breaks, lunches, team meetings, training and coaching session scheduling to enhance staffing levels.

  • Forecasts the long-term and short-term headcount requirements at a site and network level for budget planning and service level coverage.

  • Plans for future staffing needs based on call pattern trend analysis and key developments that affect staffing levels.

  • Tracks the level of manpower with the staff budgets to ensure costs are on target.

  • Analyzes the performance of the forecasting and scheduling tools and ensures the implementation of process improvements.

  • Creates various reports, including headcount, attendance, call center productivity, schedule adherence and ad hoc reports, to support management in achieving the department goals.

  • Administers the WFM application.

  • Acts as a primary CRC contact for issues relating to the WFM application and processes.

  • Helps drive innovation and continuous improvement in WFM and related business processes.

  • Works cooperatively with other members of the Customer Experience team to manage projects by setting expectations and priorities, interacting with decision-makers and making sure all agreed upon deliverables are met according to project timeline commitments.

  • Performs other job-related duties as assigned or apparent.

QUALIFICATIONS:

  • Bachelor's degree.

  • Experience with Calabrio WFM 9.4 or later.

MINIMUM REQUIREMENTS:

  • Minimum of 2 years of WFM experience in a call center environment.

  • Experience with workforce management applications (i.e., Calabrio, eWorkforce, IEX, Blue Pumpkin, etc.).

  • Experience with the implementation, utilization and support of a WFM system including forecasting & scheduling, as well as application maintenance.

  • Experience with call center terminology and functions, including experience with Cisco CUIC or any other intelligent call routing/ACD system.

Rewarding Compensation and Benefits

Eligible employees can elect to participate in:

• Comprehensive medical benefits coverage, dental plans and vision coverage.

• Health care and dependent care spending accounts.

• Short- and long-term disability.

• Life insurance and accidental death & dismemberment insurance.

• Employee and Family Assistance Program (EAP).

• Employee discount programs.

• 401(k) plan with a generous company match.

• Employee Stock Purchase Plan (ESPP).

The statements used herein are intended to describe the general nature and level of the work being performed by an employee in this position, and are not intended to be construed as an exhaustive list of responsibilities, duties and skills required by an incumbent so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company.

Republic Services is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, relationship or association with a protected veteran (spouses or other family members), genetic information, or any other characteristic protected by applicable law.

We work for Earth. Every day, we come to work with two purposes in mind – serving our customers and doing our part to preserve our Blue Planet®. Our commitment to both has led to such things as landfill innovations, solar energy projects, community education designed to teach people to properly recycle, ongoing efforts to reduce our vehicle emissions and improving safety through technology—to name a few. To put it simply, we are 35,000 guardians of the environment, striving to make the world a better place.

Republic Services is more than a recycling and waste services company. We are a company dedicated to turning waste into possibilities. Together, united under the Republic Star, we are working for a cleaner, safer and healthier world where people thrive, not just for today, but for generations to come.

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