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Laitram®

Workforce Management Data Analyst

Location:

New Orleans, LA

Category

Customer Service & Technical Support

Division

Intralox
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Intralox is seeking a Workforce Management Data Analyst to support the reporting, scheduling, and administration needs related to its Customer Service department. The role will report into the Commercial Operations Group. An ideal candidate is self-managed with a highly analytical mindset, and thrive in a team environment.

This global role is for innovative problem-solvers with an inquisitive mindset who can design, develop and implement meaningful reports that tell a story. As a workforce management data analyst, you will support our award winning customer service department and help implement their cutting edge initiatives.

Intralox offers an opportunity to boost your international experience, develop your potential and contribute to a new, exciting strategic company initiative.  The company invests in each other’s success and takes pride in their work.  You will be part of an inspiring working environment grounded in ideas, teamwork and effort.  Intralox is a leading premium-branded company with consistent financial results with a performance-based profit-sharing program.  Intralox provides excellent secondary benefits, such as on-site gym, on-site nurse practioner and physical therapist, and generous contribution to health and life insurance.

Intralox is one of four operating divisions of Laitram LLC and has been recognized for innovation and workplace excellence, including the New Orleans CityBusiness “Best Place to Work” award.  For more information, visit www.intralox.com.

Responsibilities

  • Provide Workforce Management reporting and analysis to the Customer Service Managers relevant to the department’s Key Performance Indicators (KPIs)
  • Optimize existing reports and create new reports using various reporting tools such as Cisco, Verint, and CRM
  • Help prioritize, design, and deliver Workforce Management initiatives to the global Customer Service department
  • Maintenance of account representative schedules and ensure all main languages and industries are appropriately staffed
  • Support global staffing decisions and employee language/skill assignments

Requirements

  • College degree in business or experience in Workforce Management
  • A minimum of 3 years work experience; in Workforce Management is preferred
  • Experienced in report creation preferably using Workforce Management or other enterprise software
  • Skilled in asking the right questions to ensure proper report creation and delivery
  • Open to feedback, with proven ability to work collaboratively with others
  • Confident, resilient, proactive with strong planning and organizational skills
  • Proficient in Microsoft Office; specifically Excel
  • Fluent written and spoken English
  • Analytical mindset with the ability to perform data manipulation for reporting purposes
  • Ability to maintain confidential information working with a management team
  • Self-managed and hands-on mentality
  • International travel is a possibility dependent on business needs

Desired Qualifications

  • Experience with SQL a plus
  • Experience with Verint, Power BI, Power Query and a CRM platform a plus
  • International contact center management experience a plus
  • Experience as a Scheduler or Planner with multiple skill assignments
EOE/M/F/Vet/Disabled

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