About Emovis

At Emovis, we offer state-of-the-art toll-based mobility solutions and associated services for urban and interurban environments.  As the competence center for Abertis, a worldwide leading concessionaire managing 5000 miles of high-capacity, high-quality motorways, we look to bring the quality and efficiency Abertis demands to public sector transportation agencies. With over 40 years of experience and over 700 employees in 10 countries, we are trusted partners to Authorities and Tolling agencies worldwide.

Our vision at Emovis is to partner with transport leaders worldwide to accelerate their business toward seamless, sustainable, and inclusive mobility. We are expanding our footprint in the USA. As a result, we operate call centers, walk-in centers, and welcome centers throughout the United States.

Job Purpose

The Workforce Analyst reports to the VP Workforce Management/Workforce Manager.  This position reviews and supports the contact center/call center production of work volume and staffing forecast dashboards, as well as drafts comparative data on results vs. forecasts.  The Workforce Analyst also identifies opportunities for improvement and partners with operations manager to recommend solutions. This position provides workforce support to manage scheduling and load balancing requirements for work peaks and valleys.  Adjusts and recommendations for optimizing scheduling to maximize service and quality.

Requires daily onsite, in-office work at organization's US Headquarters in Orlando's Metrocenter community..

Responsibilities

• Performs initial and continual analysis of current contact center/call center performance (noting recent historical trends) and conduct real-time intraday re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals / business objectives for a multi-site operation.
• Coordinate with Operations teams to achieve service-level goals/business objectives for a multi-site contact/call center operations.
• Supports to generate short and long-term staffing models including “what if “scenarios based on service level goals. AHT, etc. and provide recommendations based on analysis.
• Conduct first point of analysis on trends such as call volume, AHT, and attendance to plan for over staffing or under staffing conditions.
• Create reports and dashboards on historical data and forecast results from applicable systems.
• Analyze shrinkage and attrition data, report on outliers and make recommendations for improvement and hiring needs.
• Analyze data and recommend talent management solutions for implementation.
• Analyze and develop weekly recommendations for scheduling and uses staffing requirements, call center and operations schedules to determine required staffing levels to ensure the organization's ability to meet operational commitments.
• Support the creation of integrated database tracking tools for staffing shrinkage patterns (vacation, sick, training, etc.) to optimize staffing forecasts.
• Maintain holiday patterns forecasts to ensure effective coverage for holidays. 
• Collaborate with call center managers and supervisors to identify and address staffing gaps and operational challenges. 
• Develop and maintain effective communication channels with call center agents, providing timely updates on schedules and any changes. 
• Maintain and update workforce management systems and tools to ensure accurate and up-to-date information.
• Stay updated with industry trends and best practices in workforce management to enhance overall call centre performance.
• Attends meetings with operations to report out on trends related and not limited to attendance, adherence, attrition, associate behavior’s, etc.
• Performs other related duties as assigned.
  
  

Educational Requirements

• High School Diploma or equivalent.
• Bachelor's degree in business operations or equivalent education and experience, preferred but not required.

Experience Requirements

• 1-3 years of successful forecasting and planning experience, with strong talent management and/or operations background, preferably in a high-demand production environment.
• Experience using workforce software, Verint, IEX, Alvaria (Genesys Cloud WEM) preferred to build and maintain complex forecasting models.
• Excellent verbal and written communication skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and problem-solving skills.
• Ability to work independently.
• Ability to function well in a high-paced and at times stressful environment.
• Proficient with Microsoft Office Suite or related software.

Travel Requirements

• No travel required. 

Physical Requirements/Demands

All requirements are subject to possible modification to reasonably accommodate individuals with a physical disability).

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of their job.

While performing the duties for this job, the employee may be required/subjected to:

• Prolonged periods sitting at a desk, typing and working on a computer using repetitive motions.
• Standing, walking, lifting, carrying, reaching, pushing, and pulling. 
• Must be able to lift 15 pounds at a time.

Competencies

• Communication - Express ideas and deliver comprehensible messages, structuring them clearly and transparently while listening actively and being empathetic. Influences and creates an impact on others and shows strong negotiating skill. 
• Teamwork - Work with other, adopting collaborative and positive relationships to achieve common goals. 
• Change - Accept, embrace, and drive change, and innovation while being open to difference approaches, ideas, and proposals. 
• Results - Meets or exceeds goals and objectives by adopting an agile, dynamic, efficient, cost-oriented approach, eagerness, and optimism to get the best results. 
• Leadership - Build and lead the team toward common results, positioning oneself as a leader and role model for guiding, inspiring, and driving the performance and development of team members while spearheading a positive environment. 
• Strategic Mindset - Anticipates situations in the market while embracing the company's/department's strategic vision and mission. Achieves internal and external customer loyalty by utilizing quality and suitable proposed solutions. 

Why Work with Us

Reward & Recognition

We look after our talented teams, from market-competitive salaries to performance-based bonuses and flexible benefits packages. 

Be Part of Something Big

What's more exciting than being at the forefront of one of the fastest-changing industries? Join our team and make your mark on the new global economy. 

Flexible Work Schedule

Where possible, we'll help you work when you need to, because life happens. 

Everyone Has a Voice

Innovation doesn't know hierarchy. We make sure everyone is heard, considered, and respected. 

Room to Grow

Learning is built into every role here. You'll get mentorship and take ownership. 

Make Your Move

Come for a tech job. Stay for a BD career. We support exploring new fields right under our roof. 

All-Inclusive

Be yourself. That's who we're hiring. Our culture celebrates and supports the difference that makes each of us unique. It's how we build better products for the world...and career growth for you.