• Business Analyst, Workforce Optimization

    Location(s) US-TX-San Antonio
    Req #
    Project Managment
  • Overview & Responsibilities

    PRIMARY RESPONSIBILITY: Performs basic to intermediate data analysis in support of Workforce Optimization and makes initial recommendations. Supports business requirements and aids in identifying new business processes and systems that meet these requirements. Supports Workforce Optimization priorities – right people, right time/place, with the right skills. Provide creative and proactive analytics to support business initiatives and strategies. Interpret and forecast data to achieve the business values and support the alignment to the defined strategic objectives of the organization. Work collaboratively with a diverse team to create and manage cross-organizational and integrated workforce strategies. Supports ad hoc information requests, validation and associated interpretation. Provides technical and analytical support of systems and data. Utilizes system reporting tools to analyze current business processes to support continuous process improvements.


    • KNOWLEDGE/SKILLS/ABILITY: Excellent analytical, communication, and customer service skills. Strong analytical and quantitative skill set, including intermediate Excel skills. Strong communication and presentation skills - both written and verbal. Proven ability to work effectively as part of a team and at all levels in an organization. Aptitude for applying and supporting technology and business systems. Demonstrates attention to detail when compiling and reporting information. Demonstrates a commitment to consistently providing the business a quality experience; performs necessary duties to fulfill business service level expectations or agreements. Responds to routine or standard requests from internal and/or external customers in a timely and efficient manner. Understands relationships between work processes and the business. Completes tasks, achieves results and honors commitments, demonstrating a persistent and appropriate bias for action.


    • JOB COMPLEXITY: Operate with no instruction for daily activates. Regularly field complex workflow process and business-related questions. Regularly respond to requests for reporting and data used to make staffing and efficiency decisions.
    • EXPERIENCE/EDUCATION: Proven experience handling multiple tasks, prioritizing work and presenting deliverables on aggressive timelines. Demonstrated exemplary written and verbal communication skills, as well as presentation capabilities that span large and small audiences. Proficiency with Microsoft Standard desktop applications including Word, Excel, PowerPoint, Visio, Project, and Outlook. Working knowledge of Verint, IEX, Aspect, Calabrio, or other scheduling software.