Workforce Management Analyst at Evine in Eden Prairie, Minnesota

Job Description:

ABOUT IMEDIA BRANDS:

iMedia Brands, Inc. (Nasdaq: IMBI) is a leading interactive media company that owns a growing portfolio of Entertainment, Consumer Brands and Media Commerce Services that together position the Company as a leading single-source partner to television advertisers and consumer brands seeking to entertain and transact with customers using interactive video.

OVERVIEW:

iMedia Brands, is looking to hire a Workforce Management Analyst to be part of our Workforce Management Team. This crucial role will be responsible for staffing the call center teams to meet 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

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    • Collect, manage, and analyze data
    
    
    • 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 
    
    
    • Manage and maintain departmental dashboard
    
    
    • Outsource call center relationship management
    
    
    • Manage and maintain departmental databases
    
    
    • Staff planning (shift determination and pool size)
    
    
    • Overtime and staff release determinations
    
    
    • Create reports to show their findings to relevant executives and management
    
    
    • 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 preferred 
    
    
    • 2-5 years’ experience in a call center environment preferred 
    
    
    • Intermediate skills in WFM Reporting & Scheduling Software and Microsoft Office (with a high focus on Excel)
    
    
    • Ability to work independently as well as with a team
    
    

     

    
    

    CAREER PATH

    
    

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

  
  

Customer Operations

Evine Job SRWOR001780 by eQuest