Capacity & Configuration Analyst - Atlanta, GA at WOW!

Job Description

The Capacity & Configuration Analyst is directly responsible for accurately updating and maintaining resource/appointment availability for successful daily workload planning and  subsequent routing in support of our external customers. Conducting on-going workforce optimization system analysis to drive configuration updates while maximizing our technical operations resources is also a prime and key responsibility for this role.

Duties and Responsibilities:

Essential duties and responsibilities include but are not limited to those listed below:

• Maintains internal task ticketing system including processing customer request according to defined quality/productivity metrics
• Performs and reports trend analysis facilitating directional decision-making to increase tech efficiency(s), incorporate overtime percentages where appropriate, and other workload adjustments as required
• Performs “what if” scenario analysis/planning based upon various combinations of tech availability, overtime, resource optimization configurations, and overall workforce system configurations to maximize appointment offerings and on-time compliance
• Ability to produce accurate and detailed reports using existing data as well as creating new and/or ad hoc reports designed specifically to various end-user audiences
• Maintains and updates tech availability schedules/calendars for current and future dates
• Escalation Call Support from Customer Care management team
• Provide future day workload forecasting utilizing workforce optimization software

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must possess the ability to multitask and problem solve
• Must be highly organized and possess excellent written and verbal communication skills
• Must be able to prioritize and respond in a fast-pace or fluid environment

Education/Experience:

• A high school diploma is required
• Previous experience in a customer service environment is required
• Previous experience in workforce management, or similar elements of dispatching field service technicians, is highly desirable
• Telecommunications experience is desired, but not required
• Reporting and data analysis experience is preferred

Computer Skills:

MS Office suite, internet software, email communication, Mobi workforce optimization software suite

Physical Demands/Working Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• regularly required to talk and hear
• required to use hands to type, handle objects and paperwork
• required to reach and hold on to items at chest level or reach above the shoulder
• required to use close vision and be able to focus 

All qualified applicants will receive consideration for employment
without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran