Workforce Management Analyst

The Workforce Management Analyst will be responsible for overseeing the performance of the US Reservations Call Center for SIXT Rent-a-Car. They will also be responsible for analyzing trends relative to scheduling and schedule staff accordingly to ensure optimal cost effectiveness, operational efficiency and service delivery.

What you’ll do to be Sixt-cessful:

  • Evaluate Contact Center scheduling and staffing trends to optimize cost effectiveness, operational efficiency, and deliver quality service
  • Lead workforce strategic planning efforts and make recommendations of workforce efficiencies and operational improvements to management
  • Monitor Contact Center metrics (after call time, talk time, hold times, abandonment rate and IVR usage) to assist with forecasting of calls and staffing needs
  • Provide reliable resource capacity, utilization and forecast data
  • Forecast long-term and short-term staffing needs by utilizing workforce technology to analyze trends
  • Create and maintain staffing schedules for upcoming weeks/months for phone and non-phone activities to achieve performance objectives
  • Prepare forecasts for upcoming weeks/ months and rolling twelve months for inbound telephony and support teams to determine appropriate staffing requirements
  • Develop and produce reporting to measure performance, analyze data and take any appropriate action to improve results
  • Monitor real-time adherence to schedule and contact supervisors/leads when appropriate to maximize productivity and Contact Center performance
  • Monitors, tracking and reports on system issues, downline and escalates as required
  • Perform other incidental and related duties as required and assigned.

What you’ll need:

  • High school diploma or GED required, Associate’s or Bachelor’s degree preferred
  • Minimum 1 year experience in Workforce Management required , preferably in a contact center environment
  • Experience with Workforce Management software (scheduling, performance tracking, reporting) required
  • Must have the ability to demonstrate strong analytical skills, with emphasis on forecasting
  • Must possess complex problem solving, judgment, critical thinking and decision-making skills
  • Ability to be highly organized with an emphasis on accuracy and timeliness required
  • Must have the ability to organize information and have attention to detail and accuracy
  • Demonstrate strong verbal and written communication skills
  • Must be authorized to work in the United States
  • Must be able to work 40 hours per week
  • Must be at least 18 years old
  • Must be authorized to work in the United States and not require work authorization sponsorship by our company for this position now or in the future

Why Choose Sixt?

As a global mobility service provider, SIXT is well-known for over a century of innovative products and customer-orientated services. The company’s success and dynamic growth is based on their employees’ commitment. We champion an energized work culture, development opportunities and growth potential! In addition, we offer a competitive salary and employee benefits.