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Job Field: Office Jobs
Location: SALT LAKE CITY, UT
Job Type: Full Time

JOB SUMMARY:

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Business Title Workforce Planning Analyst Requisition No. 65758BR Category Customer Support Finance Subsidiary eBay Position Area US - Utah - Salt Lake City Position Location Draper Utah Shift Day Primary Job Responsibilities Primary Duties and Responsibilities: * Create the Forecasting model, (FTEs, volume, productivity, etc.) on a weekly, monthly, and annual basis for the assigned area of the CS Operations team across multiple internal and outsourced locations. * Responsible for ensuring both external and internal inputs lead to an executable operational plan * Maintain the Forecasting model and adjust weekly, or more frequently, as need, for changes to key inputs * Support and manage department headcount database; update new hires, attrition, transfers, and promotions * Support and manage assigned areas key metric reports including but not limited to volume, sold items, headcount, service levels, response time, and productivity on a real-time, historical, and custom basis * Provide analysis of key metrics and trends in a timely manner and recommend steps to improve the efficiency and effectiveness of the CS organization * Query and evaluate data sources such as Siebel, eWFM, chat amp; phone tools, etc to assist with calculating ROIs and quantifying the effects on customer satisfaction, service levels, and CS resources * Generate analysis and reports to support business case development and to identify and address emerging trends and issues and track performance to forecast to improve the efficiency and effectiveness of the CS organization. * Establish strong partnership and serve as functional expert for assigned lines of business * Ensures a continuous feedback loop by actively partnering with relevant stakeholders; gathering and reviewing of critical inputs to the overall operational plan/model * Effectively partner with other support areas to develop on plans, strategies and results. * Leads in the development of new and/or redesigned processes based on both long-term strategies and tactical priorities * Proactively seek opportunities to improve processes that lead to operational effectiveness and a positive impact to the customer experience (meet objectives, including meeting expected service levels). * Support ad hoc project/analysis requests as needed Job Requirements * Customer Focus * Drives for results * Problem Solving * Process Improvement amp; Management * Business Partnership * Presentation / Communication Skills Basic Qualifications: * 3+ years experience in trending, forecasting, reporting and business partnership Experience in workforce management including forecasting, scheduling and real time management preferred Experience production/ transaction based service operation is preferred Education Bachelors Degree or Equivalent

KEY REQUIREMENTS:

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