Workforce Planning Analyst

Vantiv Cincinnati , OH 45201

Posted 3 months ago

The Company

Worldpay is a global payments leader powering international commerce with deep fintech expertise and a shared passion for our customers. Whether in-store, online, or on a mobile device, we process over 40 billion transactions annually and offer more than 300 payment methods supporting 126 currencies across 146 countries. It's the perfect place for exceptional people to take their careers to the next level.

The Opportunity

Worldpay continues to grow rapidly, which demands we be at the ready to answer and resolve all inquiries and issues our partners and clients may face. By offering excellent customer service, we can build a relationship of trust and assurance in what Worldpay provides to customers--and often, turn them into advocates. To that end, a knowledgeable team with all the answers is vital to our continued growth.

The Workforce Planning Analyst is a key player in our ability to maintain a high level of customer service by analyzing workloads and rates of productivity to ensure we have the right size team to handle volumes. By performing proactive analysis of workloads, he/she is able to determine workforce needs and can build schedules as well as define short- and long-term staffing needs.

A World of Opportunity

We're turbo-charging our industry by nurturing the fintech experts needed to help our customers prosper. We don't try to ride the winds of change. We create them. We're proud to be shaping the future of payments by supporting the growth and development of our colleagues. We provide opportunities to learn and the flexibility needed to get the job done. We strive to hire the best and to create a climate where curiosity is king. So, wherever you join us around the world, we'll empower you to fulfill your potential. If this is the kind of career experience you're looking for, we invite you to apply today.

The Day-to-Day

Responsibilities:

  • Analyzes, monitors, and evaluates the function of the workforce (call or service) center by monitoring activities on a real-time basis.

  • Creates schedules and provides regular reports to management on workload and workforce.

  • Works with Finance to maintain budget accuracy and improve forecast capabilities.

  • Defines both long-term strategies and ever-changing, short-term, and immediate workforce needs.

  • Handles shift change requests and monitors new-hire, holiday, and seasonal shift needs.

  • Updates and maintains scheduling database with current information

  • Researches, recommends and implements call center technology and process improvements to reduce overall costs.

  • Troubleshoots advanced issues and can come to resolutions by working with internal/external partners.

  • Adjusts workflow queues and direct leaders with solutions to problems facing service-level delivery and staffing.

  • Builds productive internal/external working relationships.

Qualifications:

  • Typically requires a Bachelor's degree and a minimum of 2 years of related experience; or an advanced degree without experience; or equivalent work experience.

All the above duties and responsibilities are essential job functions for which reasonable accommodation will be made. All job requirements listed indicate the minimum level of knowledge, skills and/or ability deemed necessary to perform the job proficiently. This position description is not to be construed as an exhaustive statement of duties, responsibilities or requirements. Colleagues may be required to perform any other job-related instructions as requested by their leader, subject to reasonable accommodation.


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