Posted by Joe Vu on 01-17-2012
Company: Netflix
Title: Senior Workforce Analyst
Location: Hillsboro, OR

Job Description:
Job Summary
Contributing member of the Netflix Call Center Workforce Management team who will manage overall scheduling and capacity planning. Long/short term planning and modeling experience required, as well as extensive knowledge of IEX and Avaya CMS. Expert Excel and Access skills required, as are strong written and verbal skills. This is a non-supervisory role.

Summary of Essential Job Functions

  • Proactively review and suggest process and procedure improvements focused on improving the efficiency of call center resources (i.e., CSR WFM)
  • Accurately schedule CSRs and Supervisors using systemic workforce management scheduling software
  • Facilitate administrative functions required to maintain accurate a complete employee data
  • Develop a variety of forecasts (i.e., monthly, weekly, interval) that focus on; AHT, call volume and shrinkage
  • Manage weekly staff planning forecasts
  • Communicate staffing requirements based on volume and AHT forecast to cross-functional teams throughout the center/company
  • Develop and facilitate CSR shift-bids
  • Manage daily absenteeism reporting and administration
  • Provide accurate daily, weekly and monthly reports
  • Provide recommendations to improve workforce efficiency based on analyses of transactional data (i.e., interval-level historical call volume, seasonal shrinkage trends)

Minimum requirements

  • Exception attention to detail skills
  • Strong communication skills (written and verbal)
  • Ability to develop innovative solutions with minimal guidance/information
  • Ability to recommend solution(s) to complex business challenges
  • Strong Microsoft Office skills (i.e., Excel, Word, PowerPoint, Outlook)
  • Advanced mathematical or statistical knowledge
  • Advanced knowledge of call center systems, specifically focused on workforce management (i.e., Avaya, IEX, Blue Pumpkin, Aspect, Cisco ICM)
  • Ability to work well in team-based environments
  • Ability to work with minimal supervision
  • Strong aptitude with setting appropriate timelines/expectations for deliverables
  • 4-year college degree or equivalent work experience

Physical Job Requirements
Traditional office environment, with periods of sitting at desk and with use of computer.  Occasional lifting of up to 20 pounds.

To apply: