Posted On: 6-26-2015
Job Title: Workforce Management Forecasting Analyst
Job Location: Hilliard, OH
BMW Financial Services NA, LLC is one of the 26 worldwide subsidiaries of the Financial Services Division of BMW AG. Our momentum is moving at such a rapid pace that we continually exceed average international growth rates and we constantly create new opportunities for our employees worldwide. Be a part of our exciting growth by expressing an interest in our Workforce Management Forecasting Analyst position located at our Hilliard, Ohio office.
This analyst will develop, monitor and utilize effective forecasting techniques to determine call volumes and handle times within established tolerances for meeting call center service level requirements and staffing needs. Identify and understand the impacts of key internal and external factors that influence the call center operations.
He or she will develop schedules; administer vacation, training and meeting times, and approve personal time-off in a timely manner and ensure service levels are achieved or exceeded. Analysis and periodic review of all shifts and their effectiveness; prepare reports and make recommendations. Analyze shrinkage and how associates are using their time. Provide trend analysis as required. Responsible for ensuring all activities are in Workforce Management tool and meet service level objectives.
Join the BMW Financial Services team and enjoy a high-performance benefits package which includes:
- Company paid medical, dental and vision insurance
- Employee car program
- 401(k) savings plan
- Retirement Income Account (RIA)
Even more so than the generous compensation and benefits, the culture and values of BMW Financial Services make it the ultimate working environment. These values include such things as, Responsibility, Respect, Trust, and Fairness. We allow these values to guide the way we conduct ourselves and our business.
What are you waiting for? Put yourself in the driver’s seat of your career and apply for our Workforce Management Forecasting Analyst position today!
3-5 years call center experience
2-3 years workforce management experience
1-2 years experience with Call Center and Workforce Management programs (i.e. CMS Supervisor, Blue Pumpkin, Aspect, IEX Total View, etc.)
1-2 years advanced statistical analysis/reporting
1-2 years financial services industry experience
1-2 years crystal reporting or similar reporting programs experience
Working knowledge of Verint, Avaya, Davox, Customer Express, Customer Central, Account Manager, Desktop Café, Siebel, EDM, CTI Toolbar, Microsoft Office (Word/Excel/PowerPoint,Access), Crystal Reports, Facsys.
To apply: Workforce Management Forecasting Analyst