Workforce Management Analyst, CEX Operations

Global Industrial

For over 70 years Global Industrial has been an industry leader providing private label and brand name industrial equipment and supplies to businesses throughout North America.

We carry over one million industrial, material handling and business products that are sold through our website, corporate sales people and full color catalogs. We are constantly increasing our product offerings to meet the diverse and changing needs of our customers. Our customers include small to large corporations, institutions, government agencies and consumers across North America.

Key Responsibilities

• Workforce Forecasting: Utilize historical data, trends, and business insights to accurately forecast staffing requirements. Collaborate with relevant teams to ensure adequate resources are available to meet operational demands.
• Staffing Allocation: Work closely with operational teams to understand staffing needs and allocate resources efficiently. Optimize workforce scheduling to ensure optimal coverage while minimizing costs.
• Data Analysis and Reporting: Collect, analyze, and interpret data to generate workforce planning reports. Provide insights into performance trends, identifying areas for improvement or optimization in resource allocation.
• Collaboration: Collaborate with cross-functional teams, including real-time adherence analysts and operational teams, to understand current requirements and contribute to the development of effective staffing strategies.
• Technology Utilization: Utilize workforce management tools, such as Incontact or similar, to enhance workforce planning processes. Collaborate with IT teams to address any technical issues related to workforce planning systems.
• Documentation and Reporting: Maintain accurate records of workforce planning activities, including forecasting accuracy, resource allocation, and performance trends. Prepare and distribute regular and ad-hoc reports to relevant stakeholders.
• Process Improvement: Identify opportunities to enhance workforce planning processes and contribute to the development and implementation of improvements. Stay updated on industry best practices related to workforce planning and recommend adjustments to existing processes.
• Real Time Monitoring: Monitor and analyze real-time data to ensure adherence to established schedules for call centers or operational teams. Identify and address deviations from schedules promptly, making real-time adjustments as needed.
 

Competencies and skills

• Proven experience in a workforce planning or related role.
• Strong analytical skills, with the ability to interpret and analyze data for accurate forecasting.
• Proficiency in using workforce management tools such as Incontact or similar.
• Exceptional attention to detail and ability to maintain data accuracy in a dynamic environment.
• Proficient in Microsoft Office suite, with a focus on Excel and other relevant software.
• Excellent organizational and time management skills.
• Ability to work independently and collaboratively in a team environment.
• Strong problem-solving aptitude and a proactive approach to addressing workforce planning issues.
• Familiarity with call center operations and scheduling software is a plus.

EEO/AA Statement

Global Industrial provides equal employment opportunities to all employee and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absences, compensation and training.