Nation Safe Drivers has been in business for 60 years and offers the rare opportunity to earn ownership stocks! With a stellar reputation as an industry leader in the Automotive Industry and one of the finest places to work in South Florida, we are excited about expanding our team. Our beautiful State-of-the-Art Corporate Headquarters is located in the heart of Boca Raton's thriving business park district. Employees are valued at NSD and enjoy a fun corporate culture, a supportive leadership team and excellent benefits.
Our organization is seeking a Workforce Management Analyst who will collect metrics on the workforce, analyzes this data to determine what trends exist, and then formulates plans to further the operational goals of the business
Responsibilities:
- Interpret, analyze, rate, and make recommendations to improve the workforce in order to reduce overheads and increase customer satisfaction and experience.
- Provide highly skilled technical and management advice and assistance to department management and personnel.
- Gather and review information related to staff performance and customer issues with the goal of determining ways to improve operations
- Prepare and manage staffing and scheduling to ensure that a sufficient staff levels are available to perform all required tasks.
- Assess staffing levels daily, and monitor attendance and schedule adherence.
- Telephony based Phone system set up, communication, scripting, staffing, monitoring all aspects of call center operations
- Create daily report on attendance and performance for the call center leadership
- Generate regular and ad-hoc reports on a variety of KPI’s and CSC metrics, including daily agent statistics and skill group/call type statistics; analyzing data to identify trends, issues, and opportunities, and uncovering levers impacting these issues, and developing recommendations for improvement.
- Analyze schedule performance, forecast accuracy, and underlying assumptions, as well as historical trends, and make adjustments and improvements to the forecasting, headcount planning, and scheduling process to make sure both service levels and profitability goals are met.
Education and Work Experience:
- College Degree Preferred
- 2 plus years in workforce management or workforce related functions
What NSD will provide:
- Excellent Benefits: Health, Dental, Life, Vision and Disability Options as well as Paid Vacation Days, Sick Days, Holidays and PTO. Pet Insurance too!
- Competitive compensation and a family-friendly work schedule
- Excellent Corporate Culture: Social Events, Recognition Luncheons, Family Days, and Holiday Celebrations
- Long-standing reputation for promoting from within -- great opportunity for a promising career path
- ESOP - Employee Stock Ownership Plan
