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Principal Workforce Management Analyst

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Job Req: 981
Company Entity: Blackboard Inc.
Community: Blackboard Student Success
Location: United States
Date Posted: May 16, 2022
Remote: Yes
Travel Requirements: Occasional

Job Description

Principal Workforce Management Analyst
Remote – US

 

 

The Opportunity:
Recently combined with Anthology, Blackboard offers the largest EdTech ecosystem on a global scale, supporting over 150 million users in 80 countries. The company’s mission is to provide dynamic, data-informed experiences to the global education community so that learners and educators can achieve their goals.  

 

We believe in the power of a truly diverse and inclusive workforce. As we expand globally, we are committed to making diversity, inclusion, and belonging a foundational part of not only our hiring practices but who we are as a company. 

 

For more information about our company and career opportunities, please visit www.blackboard.com.

 

The Student Success team provides a suite of services designed to improve the student and faculty experience for higher education clients. These services include Help Desk support, assistance with registration/financial aid, and marketing/enrollment/retention services. The Principal WFM analyst position is an exciting opportunity to join a team of Forecasting and Scheduling professionals whose mission is to build, communicate, and contribute to a staffing plan that meets both financial and client needs for a global contact center environment. In addition, you will be responsible for assisting Business Planning & Analytics (BP&A) and the Finance teams with established pricing methodologies and documentation.

 

Primary responsibilities will include:

  • Assisting BP&A leadership and Finance analysts with pricing opportunities utilizing established techniques
  • Documenting the established pricing methodologies and ensuring documentation updates are maintained
  • Creating long/short term multi-channel forecast models using advanced business knowledge of key contact volume drivers
  • Maintaining and analyzing records of actual call and staffing volumes compared to forecast
  • Leading consultations with internal departments with interpretation of results based on the models
  • Maintaining scheduling adjustments for assigned lines of business (LOBs)
  • Constructing and maintaining timely business variable updates within the capacity plan
  • Providing analysis and recommendations to improve staffing levels and performance efficiency
  • Modifying and updating historical call/workload volume data to ensure accuracy of future forecasts
  • Developing contact center key driver metrics and target processing times as throughput into the overall long-term planning model
  • Conducting “what if” scenario analyses to determine potential solutions to improve performance
  • Displaying initiative in research beyond the specific assignment
  • Maintaining accurate configuration of Workforce Management systems
  • Managing data flows from multiple sources, and continually auditing the integrity of input data through testing and reconciliation activities
  • Supporting Director of Workforce Management and other Workforce Management team members through data insights and identified opportunities 

 

The Candidate:

Required skills/qualifications:

  • Bachelor’s degree or equivalent experience
  • 7+ years of prior relevant experience
  • 5+ years of Contact Center experience
  • Understanding of Avaya contact center technology 
  • Advanced knowledge of Microsoft Office applications (Word, Excel, and PowerPoint)
  • Experience with Alvaria (Aspect) WFM & WFO (or WFM software equivalent)
  • Ability to manage multiple job tasks at one time 
  • Able to focus in a fast paced, flexible environment 
  • Strong attention to detail  
  • Excellent oral and written communication skills 
  • Ability to adapt to change 
  • Ability to manage stress appropriately 
  • Ability to build a positive work environment across many sites and influence leaders outside of direct responsibility 

 

Preferred skills/qualifications:

  • 2+ years of finance experience in a business environment
  • 2+ years of Outsourcing Contact Center environment experience
  • Administrative level experience with Alvaria/Aspect Workforce technology

 

 

This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time.

 

Blackboard is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor. 

 

 

This position is not available for candidates residing in the following states: CO, CA, MA

 

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