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Contact Center Analyst - Workforce Management

Location: Salt Lake City, UT, United States -
Job ID: 1087204
Corporate Positions
Finance & Accounting
Job Type: Full-Time
Date Updated: Jan 14, 2020

Contact Center Analyst – Workforce Management


The Contact Center Analyst (Workforce Management) is responsible for leading the workforce management team, systems and processes to ensure that contact center metrics and objectives are met, sustained and evaluated as necessary to continually improve contact center productivity and performance critical to the Shared Services organization.


Manage, develop and improve the people, systems and processes that support the following:

  • Analyzes, monitors and reports on all staffing assumptions (including but not limited to call volume, headcount requirements, shrinkage, attrition, department KPIs, and forecast models) and provides recommendations to leadership.
  • Monitors intra-day contact center performance to ensure consistency in meeting performance objectives.
  • Plans, organizes and carries out specific projects, new processes and procedures, including department, center or corporate level strategies
  • Resolves issues and communicates professionally with internal and external parties.
  • Provides guidance and support for all key functions within the department.
  • Initiates, implements and measures ongoing process improvements for the department.
  • Proactively identifies and resolves most complex questions over multiple areas.
  • Provides cross-functional coordination and subject matter expertise for Shared Services departments and IT in the development, testing and implementation of projects to ensure effectiveness and proper adherence to accounting policies and procedures.
  • Develops and enhances metrics and other reporting and monitoring tools as needed.
  • Provides associates with guidance in handling difficult or complex problems and works with other functional areas in resolving escalated complaints or disputes.

Core Competencies & Accomplishments:

  • Advanced knowledge of workforce management tools and methodologies.
  • Demonstrates strong interpersonal skills.
  • Cross-functional enterprise understanding and the ability to lead cross-functional projects.
  • Analytical and strong decision-making skills.
  • Ability to maintain confidentiality.
  • Advanced user of Microsoft Office Tools.
  • Strong verbal and written communication.


  • 3+ years of leadership experience managing non-exempt employees.
  • 2+ years of workforce management experience in a contact center environment.
  • Bachelor’s degree in Accounting or Finance is preferred.

What you get:

Our downtown Salt Lake City office supports JCPenney nationwide and offers a competitive benefits package including medical/dental/vision, term life insurance, paid vacation/holidays, 401 (k) Savings Plan with company match, and a merchandise discount plan to JCPenney. Amenities include free parking, onsite gym, self-serve/pay cafeteria services, and a Utah Transit Authority pass.

If you are interested in learning more about how to join our dynamic team, please contact slcrecruiting-sm@jcp.com. For more opportunities to join our team please visit us at www.jobs.jcp.com .

About JCPenney:

At JCPenney, we share a passion for serving customers, supporting our communities and being the best retailer for all families. As a company founded on the Golden Rule, our success is rooted in the belief that we treat everyone the way we would want to be treated. At every touchpoint, customers 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.

Working at JCPenney means joining a dedicated team of associates who are encouraged to be uniquely themselves in a safe, caring and welcoming environment. It is a place where careers prosper, accomplishments are celebrated and diversity flourishes. It’s a place that’s meant for you.


Job Title: Contact Center Analyst - Workforce Management
Location: Salt Lake City, UT, United States -
Job ID: 1087204

J.C. Penney Company Inc.
Plano, Texas

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