Job Description:
At Cable One and our family of brands, we keep our customers and associates connected to what matters most. For our associates, that means: a thriving and rewarding career, respect for the communities where they live and work, a focus on health and wellness, an excellent work/life balance, and an open and inclusive workplace.
The Workforce Analyst I analyzes data to identify trends, issues, and opportunities, uncovers drivers impacting these issues, and develops recommendations for improvement or automation. The position also generates regular and ad-hoc reports on various key performance indicators (KPIs), including skill group, call type, and daily agent statistics.
We are open to hiring remote if we find the right talent in any of these states (AL, AR, AZ, FL, GA, IA, ID, IL, IN, KS, LA, MD, MN, MO, MS, NC, ND, NE, NM, NV, OR, OK, PA, SC, SD, TN, TX, UT, VT).
What you will do to contribute to the company's success
- Analyzes and develops accurate forecasts (short-term) for multiple client channels. Analyzes current schedules to compare them to current staffing requirements, ensuring proper staff levels in all skill groups.
- Develops weekly staffing requirements for each operation using scheduling software.
- Updates and maintains operations call-volume patterns that accurately validate forecasting methods.
- Works closely with project team(s) to assess the impact of projects on forecasts and the ability to deliver on associate initiatives.
- Oversees the Workforce Management platform for the customer and technical side of the company, including configuration for skillsets, call and multi-channel routing, historical trends, and anomalies.
- Conducts monthly meetings focused on reviewing forecasts, capacity planning, shrinkage, reviews, and Key Performance Indicator (KPI) results throughout all levels of leadership.
- Produces on-demand reports as needed: real time, historical reports, and forecasting results from applicable systems containing performance data to support operations management.
- Develops and administers Power BI dashboards; converts raw data into meaningful insights through interactive and easy-to-understand dashboards and reports.
- Uses scheduling software and other Automatic Call Distribution system (ACD) reporting tools to analyze daily service level performance as it relates to accuracy of call volume, average handle time (AHT), and staffing.
- Recommends and initiates real-time corrective actions, and make continuous adjustments/improvements to the forecasting, headcount planning, and scheduling process to make sure both service levels and goals are met.
- Takes on other duties needed to help drive our Purpose, fulfill our Brand Principles, and abide by our Organization’s Values.
Qualifications
- Mathematics, Business Studies, Business Administration, or relevant area of study
- Equivalent experience can substitute for education
- Experience as a Workforce Scheduler II or equivalent position
- Exceptional interpersonal, communication (verbal and written), and presentation skills
- Must be a self-starter with the ability to multi-task, effectively prioritize, and deliver in a fast-paced, dynamic environment
- Highly proficient in the use of Microsoft Office, including Outlook, Access, Excel, Word, and PowerPoint
- Proficiency in Power BI
Core Competencies
- Committed: Values each and every customer, while working hard to keep their business and support our communities.
- Helpful: Delivers support in the ways that are most useful to our customers and addresses their needs with expertise, respect, and empathy.
- Proactive: Understand what our customers need, and actively works to make their relationship with use seamless, easy, and rewarding.
- Personal: Knows our customers well, and tailors our communications and interactions to address their needs and expectations.
Benefits
Cable One and our family of brands appreciates the role our associates play to help the company grow, and in return an excellent benefits package is offered to our associates to recognize the importance of their contributions, such as:
- Medical, dental, and vision plans – start when you start!
- Life insurance (self, spouse, children)
- Paid time off (vacation, holiday, and personal/sick days)
- 401(k) - 100% company match on day 1 of employment (up to 5% of eligible compensation)
- Group Legal plan with Identity Theft Protection
Additional Perks
- Tuition reimbursement (up to $5,250 on 1st year)
- Annual community support to various organizations across the U.S.
- Associate recognition & awards programs
- Advancement opportunities
- Collaborative work environment
We’re an Award-Winning Organization!
- 2022 Forbes’ “America’s Best Midsized Employers”
Our Commitment
Diversity lies in the communities we serve and among the associates who dedicate themselves to ensure our continued success. Here at Cable One and our family of brands, we believe it is our individual and unique talents, backgrounds and perspectives that, when combined, truly make us an unstoppable force. "Stronger Together" is not just a verbal cue, it is the motto that our associates live by, exemplify, and embody each and every day.
Cable One and our family of brands is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability.
Pre-hire Processes
Cable One and our family of brands is committed to keeping our associates and customers safe. Job offers are contingent upon the results of background, drug screening, and reference check. Only after successfully passing these pre-hire clearances are individuals approved for hire and ready to start their successful and rewarding career.
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