Sr. Analyst, Reservations Planning & Analysis

Functional Area: ProfessionalPosition Description: Develop and monitor the application of staffing, scheduling and forecasting systems including policy, procedure, operating structure and information flow. Forecast call volume, handle time, shrinkage and headcounts to ensure adequate staffing. Create reservations agents schedules by using Aspect eWorkforce Management application. Collect and standardize call center data including call volumes, call handle times and off-board assumptions for usage in forecasting scenarios. Analyze, troubleshoot, and create effective business processes and procedures within the Workforce Management department. Analyze and determine statistical trends to utilize in forecasting process. Conduct analysis of intra-day call volume and handle time distributions and trends. Monitor forecasts to measure and report accuracy. Manage and report ongoing call center performance statistics numerically and graphically. Assist in the implementation and maintenance of Aspect Workforce Management Systems including ESP and RTA to fit US Airways business goals.
REQUIREMENTS
Education: Bachelors DegreeExperience: Not IndicatedPosition Requirements: Thorough working knowledge of eWFM, RTA and eSP. Preferably version 6.0 or higher.
Must exhibit high level of demonstrated proficiency in Microsoft Windows, MS Word, Excel, PowerPoint and Access.
Previous call center experience in workforce planning and management preferred.
Ability to work closely with business partners to understand and define the business.
Ability to deliver accurate work in a multiple deadline environment. Need to be highly organized and detail oriented.
Logical and pro-active approach to problem solving. Ability to evaluate and re-design business processes.
Advanced modeling skills, including the ability to logically structure analytical framework.
Undergraduate degree in a quantitative field, such as Mathematics, Statistics, Economics, Finance, Accounting, or related.