BMW of North America
Senior Analyst - Workforce Management - (Job Number: 230000TY)
PayCompetitive
LocationColumbus/Ohio
Employment typeFull-Time
This job is now closed
Job Description
- Req#: 230000TY
- Bachelor’s degree or equivalent work experience
- 1+ years of Workforce Management experience
- 1+ years of Statistical Analysis experience
- 1+ years of Project experience
- 2+ years of experience in a call center operational role or comparable experience
- 6+ months or more System Administration experience with NICE, Telephony, and WFM products/applications
- 2+ years of Vendor Management experience
- 2+ years of Reporting experience
!*!BMW Shared Services is posting this position on behalf of BMW Financial Services NA, LLC.BMW Financial Services NA, LLC was established in 1993, supporting the sales and marketing of BMW products. Subsequently, we have expanded beyond the leasing, retail and commercial financing of a traditional captive-finance company offering a broad variety of products tailored for the BMW, MINI and Rolls-Royce customer. Be a part of our exciting growth by expressing an interest our Sr WFM & Contact Center Business Analyst position located in Columbus, Ohio.As the Senior Analyst - WFM, you are responsible for developing, implementing, and maintaining headcount models and trend analysis for supported customer and retailer facing business lines on an annual, periodic, and ad-hoc basis. You will ensure the accuracy and timeliness of all data flowing to and from WFM systems from all ancillary and dependent applications. You are responsible for the configuration and ongoing maintenance of Contact Types, MU Sets, Skills, etc., across the applicable WFM applications to ensure accuracy, efficiency, and program utilization for supported business lines. As the Sr Analyst, you are responsible for the creation of and modification of the Hours of Operation (HOO) for impacted phone skills during planned events, such as Company Holidays and Town Hall Meetings. You will execute administration of user-creation and ongoing user maintenance within the Contact Center Telephony System (CXOne) and NICE WFM applications and tools.
In this role, you will analyze historical call center trends, benchmarking, and best-practice research to develop annual, monthly, and weekly workload projections. This includes the identification of internal and external factors that influence call center operations relative to Service Level and Answer Rate, like attrition, shrinkage, call volume, and handle times. With this analysis, you will provide near and long-term recommendations to the business to address staffing opportunities and adjustments.Join the BMW Financial Services team and enjoy a high-performance benefits package which includes:Company medical, dental and vision insuranceEmployee car program401(k) savings planRetirement Income Account (RIA)Hybrid Work Environment24 days of Paid Time Off in addition to Company paid holidays
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 are Responsibility, Appreciation, Transparency, Trust, and Openness. 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 Senior Analyst - WFM position today!
!*!Requirements:Preferences:-
About the company
BMW of North America, LLC has been present in the United States since 1975. Rolls-Royce Motor Cars NA, LLC began distributing vehicles in 2003. The BMW Group in the United States has grown to include marketing, sales, and financial service organizations for the BMW brand of motor vehicles, including motorcycles, the MINI brand, and Rolls-Royce Motor Cars; Designworks, a strategic design consultancy based in California; a technology office in Silicon Valley, and various other operations throughout the country.