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Workforce Management Analyst

Location: Columbus, OH, United States -
Job ID: 1107199
Customer Care Salary Positions
Job Type: Full-Time
Date Updated: Sep 16, 2021

Workforce Management Analyst

Analyzes 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:

  • Utilize Cisco, WFM software, and other tools to analyze call arrival patterns including cyclical, seasonal and time-based trends for each Line of Business.
  • Evaluate marketing and media historical information needed to forecast network call volumes based on future marketing.
  • Develop and prepare detailed call plans at 1-Week, 3-Week and 12-Week intervals for budget and peak season.  These plans are used 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 proposes 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.

Core Competencies & Accomplishments:

  • College degree in business or 3-5 years of equivalent business experience in an analyst role or Call Center environment. 
  • NICE experience a plus.
  • Ability to analyze, think critically, proactively propose solutions, and communicate effectively in writing and verbally.

What you get:

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.

About JCPenney: 

JCPenney proudly serves customers at more than 650 stores across the United States and Puerto Rico, and at the Company’s flagship store, jcp.com. JCPenney is one of the nation’s largest retailers of apparel, home, jewelry, and beauty merchandise with a growing portfolio of private and national brands. Guided by the Golden Rule, JCPenney employs more than 60,000 associates worldwide and has served customers for over 119 years, playing a vital role in the communities it serves. For additional information, please visit jcp.com and follow JCPenney on FacebookInstagram, and Twitter. 

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

Job Title: Workforce Management Analyst
Location: Columbus, OH, United States -
Job ID: 1107199

J.C. Penney Company Inc.
Plano, Texas

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