Workforce Planning Analyst - Jacksonville, FL

Job Locations US-FL-Jacksonville
Job ID
Resource Call Center

Job Summary

The Wounded Warrior Project (WWP) Resource Center Business Analyst (Workforce Planning Analyst) is responsible for planning, reporting and analysis of all voice of the customer and operational data generated across all customer access channels within the Resource Center (RC).  The analyst is also responsible for the design and documentation of workflows and making appropriate recommendations that will positively impact operational effectiveness to ensure customer trends are tracked across all contact channels.

Essential Duties & Responsibilities

  • Track and analyze voice of the customer trends and make appropriate recommendations
  • Analyze activities and trends to compare and analyze service standards and best practices
  • Present findings and works to identify and implement strategies that will address tactical and strategic goals
  • Prepare routine reports (quality, customer service, operational efficiency, etc.)
  • Design and documentation of workflows and provide recommendations on processes to gain efficiencies
  • Discover and report underlying business needs to be addressed and information related to the process and project requirements
  • Plan, forecast, and manage the workforce and scheduling of the resource center
  • Proactively communicate and collaborate with external and internal customers to analyze information needs and functional requirements
  • Respond to and diagnose problems through discussions with users, including problem recognition, research, resolution, and follow-up steps
  • Provide single point of contact for assigned projects for the business unit
  • Take assigned projects from original concept through final implementation and define project scope and objectives while addressing the operational impacts, workflow, training, etc. issues of a project
  • Create and maintain project schedules by developing project plans and specifications, estimate time requirements, establish deadlines, monitor milestone completion, track all phases of the project lifecycle, provide timely reporting of issues that impact project progress, coordinate actions, and resolve conflicts
  • Conduct project meetings and meet with project team(s) regularly to review project deliverables
  • Work with IT staff to identify areas for automation and/or ongoing technical enhancement, while working with business users to identify software improvements
  • Provide program participation assistance and gather program feedback
  • Other related duties as assigned

Knowledge, Skills & Abilities

  • Highly motivated, passionate, and creative team player
  • Strong analytical and product management skills, including a thorough understanding of how to interpret customer business needs and translate them into application and operational requirements
  • Ability to organize/analyze multiple data sources and events into a cohesive result through the use of various analytical tools and technologies
  • Strong documentation skills with ability to document process flow charts and map business ideas to solutions
  • Must possess the ability to positively influence others to achieve goals and impact decision-making 
  • Ability to create fact-based presentations that translates to data to help achieve objectives
  • Proven self-starter, high initiative track record
  • Serve as an active and high performing member of a team and work on internal project teams
  • Ability to work independently and under pressure with minimal supervision
  • Ability to identify risks and opportunities to manage and prioritize competing demands for resources
  • Excellent communication (verbal and written) skills and presentation skills required to present complex information in a simple and compelling business case
  • Ability to manage multiple priorities successfully
  • Excellent decision-making abilities
  • Demonstrate ability to work in a collaborative, team environment
  • May require occasional travel
  • Mission driven, guided by core values, and a pleasure to work with

Education & Experience Requirements

  • Bachelor’s degree required, preferably in metrics, computer science, business administration, or a related field. Four (4) years of comparable experience in process mapping and/or workforce planning management may be considered in lieu of a degree
  • Minimum of two (2) years’ call center related work experience required
  • Minimum of two (2) years’ experience in the use of Microsoft Office software package - Microsoft Excel, Project, PowerPoint, Access, Visio, SharePoint, and Word required
  • Experience with managing online customer tools/solutions preferred
  • Prior experience within a nonprofit, government call center, or military family support services environment preferred
  • Familiarity with military culture preferred
  • Knowledge of workforce management systems, contact center phone and reporting systems preferred

Certifications & Licensure

  • Project Management Certification preferred







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