Schedule Analyst

Would you describe yourself as?

?Analytical?

?A strong communicator?

?Someone who thinks outside-of-the-box?

?Proficient in Excel?

If you answered yes to all of the above questions, please keep reading?

We currently have an opening for a Schedule Analyst in our Workforce Management department in our Maryland Heights call center. The Workforce Management department is responsible for all call center scheduling, forecasting, and service levels for more than 600 employees. This position will support our Customer Service department of approximately 200 employees.

The main functions of this position include:

? Creating and maintaining call center schedules and skill codes

? Working with call center management and other Workforce team members to understand changes in operations environment that affect service levels

? Forecasting call volume utilizing historical volume/patterns to determine required staffing levels and optimal work schedules

? Developing and updating Excel workbooks for a variety of tracking and forecasting requirements

? Scheduling all off-phone activity in collaboration with call center management, Training, and call center analysts

? Identifying, initiating, and/or assisting in Workforce Management process improvement initiatives

 

Qualifications required for this position include:

? Strong analytical and creative thinking skills

? Strong communication skills with all levels of corporation

? Ability to work with minimal supervision

? Ability to make quick, but sound decisions

? Effective planning and organizational skills

? Knowledge of personal computer and mainframe systems

? Knowledge of Windows based operating systems

? Knowledge of Microsoft Office products (Word, Excel, PowerPoint, Outlook)

 



 

Qualifications desired for this position include:

?  Degree or college-level coursework a plus

?  Knowledge of Avaya Call Management System Supervisor software

?  Knowledge of IEX Forecasting and Scheduling Software

?  Previous forecasting experience

 

GMAC Insurance offers an excellent compensation/benefits package, including medical, dental, and life insurance, 401k plan with company match and no waiting period and spending account options. Additional benefits include a business casual environment, eight paid holidays, pooled time off, tuition reimbursement and the GM vehicle discount.  Visit our website at www.gmacinsurance.com for more detailed information.  Please e-mail resumes to STLResume4@GMACInsurance.com . Please attach e-mailed resumes in MICROSOFT WORD format. All candidates offered employment must successfully complete a drug screening and background check. EOE M/F/D/V