Workforce Management Analyst (Remote)

　　Date: Jan 24, 2024

　　Location: Remote, US

　　Company: Under Armour

　　Values & Innovation

　　At Under Armour, we are committed to empowering those who strive for more, and the company's values - Act Sustainably, Celebrate the Wins, Fight on Together, Love Athletes and Stand for Equality - serve as both a roadmap for our teams and the qualities expected of every teammate.

　　Our Values define and unite us, the beliefs that are the red thread that connects everyone at Under Armour. Our values are rallying cries, reminding us why we're here, and fueling everything we do.

　　Our pursuit of better begins with innovation and with our team's mission of being the best. With us, you get the freedom to go further - no matter your role. That means developing, delivering, and selling the state-of-the-art products and digital tools that make top performers even better.

　　If you are a current Under Armour teammate, apply to this position on theInternal Career Site Here. (https://performancemanager8.successfactors.com/sf/careers/jobsearch?bplte_company=ua&_s.crb=aNMP8gWoYkBDFn%252bz2BldysgcgQHZpVs6tHzE9smSuXE%253d)

　　Purpose of Role

　　The Workforce Management Analyst is responsible for analyzing the intra-day contact volume data while supporting functional management within the Call Center to ensure resource optimization. This includes developing accurate and effective schedules and leveraging real-time decision-making to achieve service level targets. Additionally, this position requires analyzing and reporting on contact statistics and service levels.

　　Your Impact

　　Produce weekly schedules for 200 - 300 global Customer Service Representatives based on forecasted volume and workload to ensure adequate staffing levels for all customer service teams.

　　Monitor daily and hourly service levels for all contact types and make real-time adjustments to the schedule to ensure departmental KPI’s are met

　　Build models that allow the leadership team to create an effective combination of full time and part time workforce that can be leveraged for high volumes both intra and inter day.

　　Monitor and distribute attendance and schedule adherence metrics to leadership team

　　Partner with Operations team and Leadership to identify areas where overtime or Voluntary time off may be required or utilized

　　Share creative ways to drive efficiency to assist in the labor budget

　　Prepare daily/weekly/monthly reports and distribute to management team.

　　Partner with Training team to make recommendations, set priorities, and make explicit resource considerations when planning and scheduling training or initiatives.

　　Partner with Operations team to monitor channel volume to allocate the workload appropriately across Sites and Channels.

　　Coordinate with Ecommerce Call Center leadership to incorporate seasonal variations, cross training, and special events that impact contact volume.

　　Manage vacation allotments for employees to ensure appropriate staffing.

　　Review reports and KPIs with Operations and Call Center teams to identify areas of opportunity and improved efficiency.

　　Forecast long and short-term models of contact volume, Handle Time, and Shrink using historical business trends and real time business trends while maintaining variance KPI’s set.

　　Apply effective workforce theories on everyday business challenges that will balance service levels, utilization, and occupancy.

　　Educate employees on scheduling systems, procedures and policies to optimize schedules

　　Qualifications

　　Ability to identify root causes of problems and develop measurable solutions to eliminate re-occurrence.

　　Ability to analyze labor data and historical and projected call volumes and handle times to create optimized labor schedules.

　　Ability to schedule non-exempt labor and adjust to day-day personnel issues while maximizing team effectiveness.

　　Ability to collect labor and employee performance data via disparate systems into a single source of information and use that data to drive business decisions.

　　A high degree of verbal and written communication and presentation skills, and the ability to effectively and concisely present information at all levels of the e-commerce organization

　　Advanced understanding of Call Center Operations, contact flow, and metrics

　　Familiarity with an Omni-Channel Contact Center environment, incorporating Phone, Chat, Web/Email, and SMS channels, is a plus.

　　Knowledge of ACD.

　　Working knowledge of using CRM tools.

　　Bachelor’s Degree

　　Basic computer skills, including Microsoft Office Suite

　　Intermediate skills in Microsoft Excel

　　At least one year of contact center labor scheduling and forecasting experience is preferred.

　　Working familiarity with Five9 Telephony, Community or comparable WFM software, and Salesforce Service Cloud is a plus.

　　Workplace Location

　　Location: Remote

　　Return to Work Designation: Remote

　　Relocation

　　No relocation providedBase Compensation

　　$63,402.00 - $87,178.30 USD

　　Most new hires fall within this range and have the opportunity to earn more over time. Initial placement within the salary range, however, is based on an individual's relevant knowledge, skills and experience for the position. UA is committed to helping our teammates succeed and advance in their careers. Base salary is only one component of our competitive Total Rewards package.

　　Benefits & Perks

　　Paid "UA Give Back" Volunteer Days: Work alongside your team to support initiatives in your local community.

　　Under Armour Merchandise Discounts

　　Competitive 401(k) plan matching.

　　Maternity and Parental Leave for eligible and FMLA-eligible teammates

　　Health & fitness benefits, discounts, and resources- We offer teammates across the country programs to promote physical activity and overall well-being.

　　Want more details about benefits? Visit our page here (https://usbenefitsoverview.underarmour.com/)

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　　Our Commitment to Diversity

　　At Under Armour, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion or belief, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, family or paternal status and any other characteristic protected by applicable law. Under Armour believes that diversity and inclusion among our teammates is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. Accommodation is available for applicants with disabilities upon request.