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CCO Workforce Analyst

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Location: Columbus, OH, United States -
Job ID: 1086786
Customer Care Salary Positions
Job Type: Full-Time
Date Updated: Jan 8, 2020

Workforce Analyst – Customer Care Operations (CCO)

J.C. Penney Company, Inc.

Columbus, Ohio

JCPenney, one of the nation’s largest apparel and home retailers, combines an expansive footprint of nearly 870 stores across the United States and Puerto Rico with a powerful e-commerce site, jcp.com, to deliver style and value for all hard-working American families. At every touchpoint, customers will discover stylish merchandise at incredible value from an extensive portfolio of private, exclusive and national brands. Reinforcing this shopping experience is the customer service and warrior spirit of approximately 98,000 associates across the globe, all driving toward the Company's mission to help customers find what they love for less time, money and effort. We're looking for motivated, talented individuals who can emerge as Warriors in our organization.

The Workforce Analyst will analyze call-arrival patterns and business trends to help optimize customer care staffing and call-routing by each skill position within each line of business to provide a quality experience to the JCPenney customer.

Primary Responsibilities:

  • Analyzes call arrival patterns including cyclical, seasonal and time-based trends for each Line of Business.
  • Evaluates marketing and media historical information needed to forecast network call volumes based on future marketing.
  • Develops and enacts detailed call plans at 1-Week, 3-Week and 12-Week intervals for budget and peak season to determine voice, data and staffing needs.
  • Forecasts the weekly, daily and half-hour calls volume to ensure company sales and customer service levels.
  • Analyzes and implements changes to the CISCO ICM call routing to provide the best possible call routing for each call type by Line of Business to assist with meeting service-level objectives.
  • Provides visibility to Customer Care Operations and Management through report creation and implementation.
  • Partners with Workforce Manager to forecast fiscal budget needs by skill and Line of Business.

Core Competencies & Accomplishments:

  • Ability to take initiative, think critically and develop sound conclusions
  • Proactively implements solutions
  • Strong attention to detail and accuracy
  • Adapts quickly to changing situations
  • Effective written and verbal communication skills


  • 3+ years experience in an analyst role or equivalent
  • Cisco, WFM Software experience preferred.
  • Bachelors degree preferred
  • Proficient in Microsoft Excel
  • Proficient in mathematics

Our Network Operations Center sits within our Columbus Call center and supports customer staffing in our call centers nationwide. We offer a competitive benefits package including medical/dental/vision, term life insurance, paid vacation/holidays, 401(k) Savings Plan with company match, and an associate discount on JCPenney merchandise.

If you are interested in learning more, please contact [email protected]

For more opportunities to join our team please visit our careers page.

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Job Title: CCO Workforce Analyst
Location: Columbus, OH, United States -
Job ID: 1086786

J.C. Penney Company Inc.
Plano, Texas

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