Workforce Analyst

Job description

Looking for a company that inspires passion, courage and imagination, where you can be part of the team shaping the future of global commerce? Want to shape how millions of people buy, sell, connect, and share around the world? If you’re interested in joining a purpose driven community that is dedicated to creating an ambitious and inclusive workplace, join eBay – a company you can be proud to be a part of.

Looking for a company that inspires passion, courage and imagination, where you can be part of the team shaping the future of global commerce? Want to shape how millions of people buy, sell, connect, and share around the world? If you’re interested in joining a purpose driven community that is dedicated to creating an ambitious and inclusive workplace, join eBay – a company you can be proud to be a part of.

Job Requirements:

·  Forecasts 30 minute interval level distribution of contact volume, AHT & staffing requirements
·  Responsible for maintenance of all elements of the eWFM system. This includes updating of teammates schedules, key statistical information, various WFM system maintenance items, special scheduling task and other items needed to meet the group’s needs. 
·  Creates optimized schedules and staffing strategies that support a multi-site, multi-channel, and multi-skilled contact center environment by taking into account arrival pattern trends, holidays/seasonality/ business impacts, shift recommendations, channel requirements, off-line activities, etc.
·  Reviews scheduling influx/efficiency and provide recommendations for extra hour requirements, shift alignment changes, attrition backfill, etc.
·  Conducts regular IDP & ISI review calls with OS partners
·  Reviews and approves vacation requests to meet business objectives and employee requirements.
·  Provides analysis of key metrics and trends, including but not limited to volume, ISI, Customer Availability, Service Levels, Productivity, etc. and recommend steps to improve the efficiency and effectiveness of the GSD organization
·  Ability to maintain system integrity by processing all relevant (administrative) updates in WFM systems
·  Pulls Operational Escalation levers per the pre-defined process i.e. blocking PTO, working with Analyst on VTO/PTO levels

Basic Qualifications:

·  Advance knowledge of WFM Systems
·  Ability to update information into WFO systems and understand impact of the changes
·  Solve a wide variety of problems of moderate complexity and scope, using a rational, analytical approach
·  Intermediate computational skills to produce reports, when needed
·  Good Excel Skills
·  Effective communicator with both written and verbal communications
·  Good analytical abilities, systematic and precise thinking
·  Ability to analyze KPI trends & trouble-shooting of issues to maximize the efficiency of systems and process in support of the enterprise
·  Ability to formulate recommendations based upon analysis, data and input from peers and management

 is a Subsidiary of eBay.