Responsible for performing analysis of historical business data, including past call and transaction volume, projected business trends and events, and other possible drivers of workforce volume to determine future workload trends and plan staffing levels as appropriate for internal and external contact centers. In this role, the Sr. Planning Analyst will partner with business leaders in both the call centers and back office processing areas to develop staffing capacity as well as assist with ad hoc workforce planning analysis requests to ensure adequate coverage to meet and exceed customer service standards.
Deliver proactive analysis of provided financial forecast and creation of operational forecasts to produce effective projections of inputs and capacity requirements.
Analysis of inputs and recommendation of trends or variances to plan to ensure accurate planning of all input variables affecting the forecast and staff planning.
Analysis and support of change management, launches, projects, business segmentation in an timely and accurate manner.
Support accurate outsourcing and site allocations to support outsource vendor and lock commitments in a timely and accurate manner.
Drive model improvements to maximize statistical confidence and operational accuracy; Support flexibility and effectiveness of supporting models.
Drive budget planning cycles through effective support of operational understanding and planning to maximize the budgeting processes.
Provide business analytics and data gathering to support detailed modeling of Capacity Planning and metrics statistically confident projections.
Interface with business leaders to understand the fast changing business needs and planning risk effectively to ensure effective capacity to demands.
Bachelor's degree preferred and/or three plus years of solid call center experience or one year of workforce management experience required.
3+ experience working with one or more workforce management systems such as EWFM, IEX strongly desired.
2+ years capacity planning experience.
Strong analytical and organization skills, including trend analysis.
Ability to plan, prioritize and organize effectively / detail-oriented.
Demonstrated ability to work independently, take initiative, problem solve, handle multiple tasks, and prioritize daily responsibilities.
Proficient in Microsoft Office, as well as other related applications.
Excellent written and verbal communication skills are required to interact effectively with employees across all levels of the business as well as external teams.
Strong ability to influence people across all levels of the organization.
Ability to work in a team oriented environment focused on cross training and sharing workload responsibilities.
We've got you covered
Our employees are our most important asset and that's reflected in our benefits. Nordstrom is proud to offer a variety of benefits to support employees and their families, including:
Medical/Vision, Dental, Retirement and Paid Time Away
Life Insurance and Disability
Merchandise Discount and EAP Resources
A few more important points...
The job posting highlights the most critical responsibilities and requirements of the job. It's not all-inclusive. There may be additional duties, responsibilities and qualifications for this job.
Nordstrom will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.
Applicants with disabilities who require assistance or accommodation should contact the nearest Nordstrom location, which can be identified at www.nordstrom.com.
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