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Senior Workforce Management Analyst

2019-9998

Locations:

Eagle, Idaho

Overview

Intuit Inc. (NASDAQ: INTU) is a leading provider of business and financial management solutions for small and mid-sized businesses, consumers and accounting professionals. We currently employ approximately 8,000 employees located across the United States, Canada, the United Kingdom, Singapore, and India.

Our flagship products and services, including TSheets®, QuickBooks®, Quicken® and TurboTax® software, simplify small business management and payroll processing, personal finance and Payments, as well as tax preparation and filing; ProSeries® and Lacerte® are Intuit's leading tax preparation software suites for professional accountants. Intuit continues to expand and grow. We are currently going through a fundamental transformation from a shrink-wrapped software company to one of the country's leading providers of web-based applications and solutions.

Over 50 million users, seven million small businesses depend on Intuit because we innovate at the crossroads of real customer problems and breakthrough technology.

Our new vision for customer care is to create a consistently delightful customer experience through a culture of customer-centric thinking that will dramatically impact our Net Promoter Score and drive revenue growth. We are embarking on a major cultural shift from focusing on traditional call center metrics, to delighting customers by solving their problems while demonstrating that we care.

Your Opportunity at Intuit:


Intuit's Small Business Segment Care (SBSEG Care) is seeking an experienced Senior Workforce Management Analyst to be part of our Operations Workforce Management Team. In this role you will assist our Care service delivery teams in volume forecasting, short and long term scheduling, and managing to specific key performance measurements.


In this position you will be part of a team committed to ensuring we are optimizing our contact center and continuously exceeding the expectations of key stakeholders.  This position will be located in Eagle, ID



Responsibilities

  • Forecasting daily and interval level workload based on historical trends and key business drivers
  • Developing short term models to predict workload and staffing needs
  • Producing dashboards and presentations covering received volume, team performance, schedule adherence, handle times, and additional KPIs
  • Adjust schedules and communicate impacts based on changing staff availability or workload variability
  • Research and analyze data to provide insights into team performance. Perform root cause analysis to determine and explain variances in performance
  • Develop ad hoc reports at the request of leadership and other key stakeholders

Qualifications

  • Bachelor degree in management/business and/or 5+ years in a workforce management / scheduling role
  • 3+ years’ experience in a care center or production environment
  • 2+ years’ experience with Teleopti, Aspect, or other relevant WFM systems
  • 2+ years’ experience with ACD systems, Amazon Connect a plus
  • Microsoft Office and / or Google Docs proficient
  • Measurable knowledge in scheduling, performance tracking, and long / short term forecasting
  • Ability and willingness to learn new software applications
  • Skills in complex problem solving, judgment, critical thinking and decision making
  • Ability to organize and deliver timely, accurate, and actionable information
  • Advanced communication skills as it relates to your job responsibilities with the ability to influence and overcome adverse conditions / situations
  • Ability to work and build relationships in a matrix organization… Networks with and influences internal and external contributors to advance knowledge and optimize solutions

Imagine a career where your creative inspiration can fuel BIG innovation. Year-over-year, Intuit has been recognized as a best employer and is consistently ranked on Fortune's "100 Best Companies To Work For" and Fortune World's "Most Admired Software Companies" lists. Immerse yourself in our award winning culture while creating breakthrough solutions that simplify the lives of consumers and small businesses and their customers worldwide.

Intuit is expanding its social, mobile, and global footprint with a full suite of products and services that are revolutionizing the industry. Utilizing design for delight and lean startup methodologies, our entrepreneurial employees have brought more than 250 innovations to market – from QuickBooks® and TurboTax®, to GoPayment, Mint.com, big data, cloud (SaaS, PaaS) and mobile apps. The breadth and depth of these customer-driven innovations mean limitless opportunities for you to turn your ingenious ideas into reality at Intuit.

Discover what it's like to be part of a team that rewards taking risks and trying new things. It's time to love what you do! Check out all of our career opportunities at: careers.intuit.com. EOE AA M/F/Vet/Disability

Intuit will consider for employment qualified applicants with criminal histories in a manner consistent with requirements of local law.

Not for you? Check out these other opportunities:

Customer Success RepresentativeSenior Account Security InvestigatorSenior Security & Investigations ManagerOrder Process RepresentativeManager 1 Service and SupportSee More…

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