Workforce Planning Business Analyst

Workforce Planning Business Analyst

Job ID: 2020-26218
Location:
1820 SSW Loop 323, Tyler, TX

Altice USA is a cutting-edge communications, media, and tech company. We connect people to what matters most to them; texting with friends, advertising that resonates, or binge watching their favorite show. Our differentiated approach centers around technologies that push the envelope and deliver the ultimate customer experience. We’re building a workforce that attracts and retains the best talent, not only to meet the needs of our customers, but that also reflects the diverse communities we serve. We’re not the only ones who have seen it; we’ve recently been recognized by Forbes as one of America’s Best Employers as well as by the Human Rights Campaign, DiversityInc Magazine, and Cablefax for our diversity & inclusion program.

Job Summary

Under minimal supervision the Workforce Planning Business Analyst is responsible for evaluating trends in data and coming up with solutions to improve the business’s efficiency and productivity. This position works alongside all levels of call center leadership and handles a wide range of duties in relation to staffing, scheduling, planning, intraday management, forecasting, reporting and budgeting.

This position is based on site at our Tyler, TX call center.

Responsibilities Include:
  • Evaluate and manage short and long term staffing plans against forecasts and attrition to ensure our sites meet to our service level agreements
  • Maintain, manage and monitor call center representatives schedules to ensure accuracy to produce staffing views and recommendations against short term forecasted requirements.
  • Continuously monitor operational performance and develop needed plans for leadership when they deviate from budgeted metrics and track progress to plan
  • Successfully engage in multiple initiatives simultaneously by working independently and as part of a team to accomplish goals
  • Proactively communicate and collaborate with external and internal parties to analyze needs against requirements and provide results
  • Collect and analyze data from multiple sources to create and maintain reporting, while ensuring accuracy and cohesiveness
  • Performing Workforce Management functions for up to approximately 2K employees
  • Other duties and reporting as required.

Perks of Working for Altice:
  • Base Salary + Bonus Eligibility
  • Medical, Dental & Vision Insurance available on your first day!
  • Paid Vacation and Sick Pay
  • Tuition Reimbursement
  • Discounted TV/Internet/Phone employee product benefit
  • 401(k) with company matched funds


Success Factors:
  • Strong analytical and critical thinking skills with the ability to prioritize workload effectively
  • Works well under pressure to meet ongoing and overlapping deadlines with short time constraints
  • Ability to communicate effectively via email, chat, in person and by phone
  • Must be flexible, detail oriented and comfortable in a fast-paced environment

Qualifications / Requirements:
  • Bachelor’s degree in related field or equivalent work experience
  • 3+ years' related work experience
  • Strong skills in Excel (pivot tables, v-lookups, etc.)
  • Solid skills in Microsoft Word and PowerPoint

Preferred Experience:
  • Workforce planning exposure is strongly preferred.
  • Working knowledge of Aspect Workforce Management suite is a plus
  • Experience working in a call center environment is a plus

Working Conditions:
  • This position is based on site at our Tyler Call Center
  • Must be able to sit for extended periods of time

Altice USA is an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.

Altice USA, Inc. collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law.