Responsibilities
The Workforce Management Analyst / Senior Workforce Management Analyst (Business Ops Analyst / Senior Business Ops Analyst) will participate in the coordination, support, and maintenance necessary to ensure the proper and effective functioning of Customer Service Operations with particular emphasis in support of workforce within the customer contact center. Serves as a workforce management analytical subject matter expert for data analytics, performance management reporting and improvement, forecasting and resource planning, and other related work as needed. Works with other department functions and business partners to define opportunities, identify and implement solutions, and measure improvements to ensure desired results were achieved. With general direction, plans and assists in implementation of solutions that will maximize organizational effectiveness through the use of technology and people solutions. For cross-departmental projects, may work in conjunction with more senior personnel. May participate and contribute to projects with moderate or complex scope and budget. May assist with the development of less tenured workforce management personnel. This position requires a fundamental understanding of contact center business operations, workforce management, forecasting workload, data reporting, resource optimization processes, and workforce management systems utilized within the organization.
Analyst Minimum Requirements:
-BS/BA equivalency or an equivalent combination of four years' relevant business work experience and relevant college coursework in business, information technology or a related area.
-An additional two (2) years of progressively responsible experience where general knowledge and understanding of business unit operations, business unit systems, and basic knowledge of database design, structure, functions and processes and experience with database tools has been obtained.
-General understanding of business unit and operational knowledge including functions, procedures, processes, and computer systems.
-Ability to identify process improvement opportunities and tie functional needs to technology solutions. Some project/team experience and ability to prioritize work.
-Demonstrated analytical ability to review and analyze data, identify issues, see relationships and patterns and recommend solutions.
-Experience participating in projects and identifying and resolving issues is preferred.
-Proficient in PC applications including advanced skill level in Microsoft Excel, Access, and Word.
-Basic knowledge of emerging practices and technologies used within the area.
-Demonstrated communication skills, both verbal and written.
-Good customer service, organizational, and analytical skills and demonstrated ability to manage customer expectations.
-Some knowledge of applicable federal and state laws, regulations, and standards impacting business unit business areas.
Senior Analyst Minimum Requirements:
-BS/BA equivalency or an equivalent combination of four years' relevant work experience and relevant college coursework in business, information technology or a related area.
-An additional five (5) years of progressively responsible experience where strong understanding of business unit operations, business unit systems, database design, structure, functions and work processes and experience with database tools is obtained. Previous experience with the systems specific to the business area may also be required.
-Demonstrated knowledge of business processes and operational knowledge including functions, procedures, processes, and computer systems.
-Ability to identify process improvement opportunities, gaps, data analysis and recommended solutions which tie functional needs to technology solutions.
-Demonstrated project/team experience and ability to prioritize work.
-Ability to review data, see relationships and patterns, as well as possess strong analytical, communication, interpersonal and organizational skills.
-Experience in managing projects and identifying and resolving issues.
-Expertise in PC applications including advanced skill level in Microsoft Excel, Access, and Word.
-Requires proficient knowledge of emerging practices and technologies used within the business area.
-Knowledge of applicable federal and state laws, regulations, and standards impacting business areas.
-Demonstrated communication skills, both verbal and written.
APS
400 North 5th Street
Phoenix
Arizona United States
www.aps.com
