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UA Brands

Workforce Management Analyst- Remote

Job Details

Job Ref:
WORKF001577
Location:
Corporate Office, 101 NE 3rd Ave, Fort Lauderdale, FL
Category:
Customer Service
Employment Type:
Full Time

Overview

ABOUT UA/UNIFORM ADVANTAGE BRANDS

For over 35 years, UA Brands has been synonymous with fashion-forward specialty apparel for the medical and culinary professions. We are proud to support our valued customers - true heroes giving back with every shift. Our culture includes a long history of philanthropy and community support. Our strong values and unique culture are built on collaborating not merely as coworkers, but as family and friends. From the beginning, we provide candidates an authentic look into how UA Brands embraces their skills and perspectives, all in ways that continue to set us apart.

 ABOUT THE ROLE

This is a great opportunity to join a growing, global organization. The Workforce Management Analyst plays a key role in gathering business requirements, data from multiple sources, and driving Workforce Management practices across all call center operations- with the goal to deliver successful forecasting, scheduling, and intraday management support. This role will interface with all levels of the Operations management team, contact center vendors, and senior leadership. The Workforce Management Analyst is also expected to conduct  research and assist by recommending solutions to increase efficiency and reduce overall operating costs.  This will be a remote opportunity for someone residing in the following states: California, Florida, Georgia, Minnesota, Ohio, Louisiana, North Carolina, South Carolina, Tennessee, Texas and Wisconsin.

 WHAT YOU’LL DO

  • Generates and releases schedules, and participates in the creation and implementation of new scheduling strategies. Takes proactive steps to ensure schedules match the arrival of calls or offline work (email/chat/survey/sms) queues to include recommending solutions to Operations team, adjusting shifts and/or reprioritizing agent activities
  • Analyzes and determines best time to conduct off-line activities while maintaining service/productions levels
  • Monitors real-time service levels, queue volume, and agent availability to support service level targets. Realigns resources in real-time to optimize coverage and service level needs
  • Coordinate the sensible implementation of staff scheduling requests including swaps, PTO approval, leaves of absence; working to maintain a balance between employee needs and volume demands for the Supervisor's ultimate approval
  •  Maintains documentation of root causes of service level disruption for forecasting accuracy
  • Produce daily, weekly and monthly reports concerning specified departmental staffing, budgeting and efficiency metrics
  • Provide accurate and timely reports for monthly performance monitoring
  • Performs additional tasks as required or assigned

WHAT YOU’LL BRING

  • Excellent communication, verbal and written; as well as, interpersonal skills with the ability to effectively listen and communicate valuable recommendations and complex information in a clear and concise manner
  • Strong critical thinking and analytical skills. (Can easily spot trends)
  • Results oriented, motivated and ability to multi-task to drive simultaneous projects
  • Ability to maintain confidential information
  • Ability to prioritize multiple assignments and meet all deadlines with minimal supervision
  • Microsoft Office: Outlook, Word, Excel, PowerPoint, SharePoint
  • Workforce Management experience working in an inbound contact center setting
  • Prefer experience in a multi-channel business to consumer retail contact center with responsibilities for all current forms of customer contacts, including phone, chat, email, survey response and social media interaction
  • Forecasting and scheduling experience working in an inbound contact center setting is required
  • Advanced Microsoft Excel: Formulas, filters, pivot tables, imports/exports data from multiple sources
  • Knowledge of contact center metrics, agent behavioral trends (shrinkage), and other factors that affect queue and adherence reporting
  • Specific experience working with Contact Center scheduling and forecasting tools required.  Experience with either Pipkin's or Calabrio strongly preferred.
  • High School or Equivalent required; Bachelors or commensurate experience preferred

WHERE YOU’LL WORK

REMOTE – Work from Home

Have workplace flexibility - you’ll work exclusively from the comfort of your home with no commute! Remote employees are expected to be online and available during the core business hours for their team. Company computer provided for business use.

 BENEFITS

UA BRANDS offers a full range of benefits allowing you the opportunity to customize a benefits package that addresses both your health and financial needs.

  • Medical and Pharmacy Coverage
  • Dental and Vision Coverage
  • Life/AD&D Insurance
  • Employee Assistance Program – support for everyday challenges
  • Extensive 401(k) plan with company matching - Save for your future
  • Short & Long Term Disability – Company Paid
  • Accident, Hospital Care and Critical Illness Insurance – Protect your Income
  • Auto and Home Insurance
  • Legal Insurance and ID Theft Protection
  • Nationwide Pet Insurance
  • Holiday Pay
  • Paid Time Off – Life Balance
  • Volunteer Time Off – Make an Impact
  • Employee Discount Program
  • Referral Program - Get paid to work with Friends
  • Free Parking at the Downtown Corporate Office
  • Regular Social Activities and Events – Mandatory Fun
  • See more of the benefits we offer

 We are a Drug-Free Workplace.

As an employee of any UA Brands division, you will be part of an established and dynamic organization. We believe that success starts from within, and we are seeking individuals who thrive in an environment that encourages and supports self-management. To provide equal employment and advancement opportunities to all individuals, employment decisions at UA Brands will be based on merit, qualifications, and abilities. UA Brands does not discriminate in employment opportunities or practices based on race, color, religion, sex, national origin, age, disability, or any other characteristic protected by law. UA Brands will make reasonable accommodations for qualified individuals with known disabilities unless doing so would result in an undue hardship. 


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    If you like what you’ve heard about us so far and believe you’re exactly the ambitious, self-motivated professional we need, we’d love to meet you!