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WORKFORCE BUSINESS ANALYST Job in Fort Lauderdale, Florida

The Workforce Business Analyst provides insights on improving business processed around Workforce management and partnering with the business on altering processes to enhance the peep and customer experience. Serving as a lead within the Workforce Management team to provide / support real-time activities, capacity planning and ensure staffing levels coincide with contact center projections.

Here at Ultimate Software, we truly put our people first. We strongly believe in teamwork, and we encourage and trust our people to reach higher, learn more, and live up to their potential. Ultimate is ranked #1 on Fortune's Best Places to Work in Technology for 2019 and #8 on the 100 Best Companies to Work For list in 2019. Ultimate is also ranked #2 on Fortune’s 75 Best Workplaces for Women and #9 on its Best Workplaces for Diversity list. Learn more about US here:

Primary/Essential Duties and Key Responsibilities:

Responsible for capacity planning of operational resources.
Assigns personnel based on project needs, skill sets, and availability.
Interacts and communicates with all Project Managers and internal customers
Establishing and maintaining strong relationships with key operational and support partners.
Provide various information / data to aid in operational effectiveness, identifying trends and opportunities for improvement.
Managing a variety of projects including, but not limited to; standardization of best practices across services workstream, root cause analysis, design, process improvement, and protentional technology changes.
Real-time load balancing to fulfill operational objectives (Cases, Calls & Chats)
Daily capacity vs plan
Monitoring of adherence to schedule & exception management
Exception Management
Provide periodic reports. Real time and historical, containing performance data to support operations management Maintain and produce accurate long-term capacity plans in a multi-site, multi-skill environment.
Routing Administration / Governance
Administration / setup and utilization of call delivery platform
Recognizes and recommends operational and support improvements.
Strong ability to analyze strategic initiatives and long-term impacts on staffing plans / forecasts.
Effective communication to multiple tiers of Mid to Executive Leaders
Establishing and maintaining strong relationships with key operational and support partners.

Required Qualifications:

Proficient in MS Word, MS Excel, MS PowerPoint
Self-motivated and must excel in a minimally managed, high profile position. Ability to work independently with efficient time management skills, adapt to changing priorities, meet deadlines and work well under pressure.
Excellent oral and written communication skills
Good problem solving, decision making, and analytical skills.
Strong analytical and problem-solving skills, with the ability to define problems, collect data, establish facts and draw valid conclusions.
Strong attention to detail.
Drive a culture of continuous improvement while fostering an innovative work environment
Experience in improving process for internal and external stakeholder
Experience partnering with senior leaders to articulate evolving priorities for the business
Supported business needs for performance statistics and other capacity planning and production data requirements.
Excellent positive customer service skills
Outstanding organizational, problem solving, and communication skills
Experience partnering with senior leaders to articulate evolving priorities for the business

Preferred Qualifications:

3+ years of experience working with global Workforce Management software
Working knowledge of workforce management process, concepts, and principles (i.e. staffing projections, scheduling, service level analysis, metrics monitoring)
Strong analytical skills to understand business requirements and decompose into more granular level requirements
Ability to work independently and balance multiple priorities
Working knowledge of contact center operations and organization

Travel Requirements:
Limited upon request (up to 15%)
Requirements Management|Requirements Analysis|Problem Solving|Project Management
Additional Skills
No Additional skills required for this job.
Health Insurance|Dental Insurance|Vision Insurance|Life Insurance|401(k)|Tuition Reimbursement
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USA USA: Fort Lauderdale, Florida
Ultimate Software

Full Time
Salary / Pay:
salary is based on your skill level, experience, and how well you do in the interview process
Business Analysis
Information Technology
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