Sr. Workforce Management Analyst at Evine in Eden Prairie, Minnesota

Job Description:

ABOUT IMEDIA BRANDS:

iMedia Brands is a leading interactive media company managing a growing portfolio of lifestyle television networks, consumer brands, and media commerce services.  It is a public company (NASDAQ: IMBI) headquartered in Eden Prairie, MN with its fulfillment center in Bowling Green, KY.  Its flagship television retailing network, ShopHQ (www.shophq.com) is a live, 24/7 television network that can be seen in over 100 million homes as it competes against networks like QVC and HSN.  For more information, please visit our corporate website, www.imediabrands.com.

 

OVERVIEW:

iMedia Brands, is looking to hire a Sr. Workforce Management Analyst to be part of our Workforce Management Team. This crucial role will be responsible for scheduling the call center teams in meeting service level goals. This is an exempt position that requires occasional work outside of the 40-hour work week. The additional work would be on a rotating basis and requires the monitoring of staffing levels in the late evening, and reports to be completed early weekend mornings. This position requires weekly remote work to be completed, so in-home internet access would be required.

 

KEY RESPONSIBILITIES

• Prepare and analyze agent schedules.  


• Manage agent time off and time off calendars.


• Utilize forecasting tools to determine phone agent head count needs. 


• Create and maintain headcount files and staffing models.  


• Create and maintain complex forecasting tools. 


• Analyze call volume and staffing trends.  


• Generate standard reports on a scheduled basis. 


• Design optimal call routing strategies. 


• Real-time call routing/ skill management.


• Design and maintain phone agent login skills/levels. 


• Manage and maintain departmental dashboard.


• Departmental budget management and reconciliation.


• Outsource call center relationship management.


• Manage and maintain departmental databases.


• Staff planning (shift determination and pool size).


• Overtime and staff release determinations.


• Other duties as assigned.

 

QUALIFICATIONS:

• Bachelor’s Degree or equivalent combination of education & experience in a related field. 


• 2-5 years’ experience in an analytical role. 


• 2-5 years’ experience in a call center environment preferred. 


• Intermediate skills in WFM Reporting & Scheduling Software and Microsoft Office (with a focus on Excel & Access.)


• Ability to work independently as well as with a team.

 

CAREER PATH

Sr. WFM Analyst, Workforce Management Manager, Customer Service Director

iMedia Brands is an equal opportunity employer.  We are committed to complying with all applicable laws providing equal employment opportunities to individuals regardless of sex/gender, sexual orientation, age, disability, race, color, ethnicity, religion, creed, national origin, or other protected characteristics as defined by state, federal, or local law.   The individual in this role must be able to perform the essential job functions with or without a reasonable accommodation.  In the event that an applicant or employee wishes to seek a reasonable accommodation, please contact iMedia’s Human Resources department for further direction.   This job description is intended to convey the general nature and scope of the position and not to be construed as an exhaustive list of all responsibilities, duties, and skills required.  All employees may be required to perform duties outside of their normal responsibilities as needed, and iMedia management reserves the right to amend the duties and responsibilities of this role at any time to meet business needs.

 

Customer Operations

Evine Job WORKF01676 by eQuest

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