Workforce Management Analyst/ Remote

at  Avis Budget Group

Here at Avis Budget Group we’re more than just rentals—although over 70 years of experience and 11,000 locations in 180 countries has taught us a thing or two about that. We’re shaping the future of the mobility industry with our innovative, customer-focused solutions. Our globally recognized brands - Avis, Budget, Budget Truck and Zipcar - connect people to more. This means more convenience, more options and more time on the road for our customers. But we also connect our employees to more: opportunities, benefits, support, collaboration and most importantly—power to change the future. Sound your speed? Come join our family.
The Workforce Management Analyst role will be responsible for interpreting call data, formulating, and implementing modifications to staffing plans for employee schedules and skill assignments to balance resources, both in real time and for future planning. This role will provide input and assist in the management of staff resources dynamically to support call center network goals and expectations. This role will also process timely, accurate reports on performance, goals, actions taken and needed to meet our daily goals. This position supports both internal and outsourced contact centers.

• Monitor contact routing in a multi-skilled, multi-channel, and multi-lingual environment
• Analyze real time call center trends including call volumes, call patterns, staff productivity, absenteeism, and resource allocation.
• Provide detailed intraday forecast, service level, and occupancy reports to contact center stakeholders
• Direct and coordinate the real-time operation of Workforce Team, making decisions related to overtime, vacation, and time off.
• Provide detailed reporting to contact center stakeholders throughout the day
• Support Contact Center Supervisors and Vendor Operations in the of the day-to-day supervision of their teams to ensure service level and adherence objectives are met.
• Coordinate/conduct briefings with Workforce Team and Supervisors to ensure staffing opportunities are brought to the attention of operations.
• Facilitate in the recovery operations from periodic outages and system down time when they occur within the contact center.
• Serve as a primary contact for Resource Planning and Management, empowered to make decisions or escalate work related issues
• Provide multi-day reporting and analysis to ensure leadership team has information necessary to make the appropriate business decisions and optimize resources.