Workforce Analyst jobs in Newark, NJ

The Workforce Management Analyst will work to support the forecasting and capacity planning needs of Pearson Customer Service & Support in conjunction with the Workforce Management (WFM) team and Operations Leaders. This position is integral to ensuring efficient planning of outsource (BPO) staffing for each Pearson line of business. This position will work closely with managers of each LOB to coordinate any anticipated changes to incoming volume; phone, chat, email, backoffice. This position will coordinate with the manager of Demand Forecasting to deliver BPO staffing locks on an ongoing basis. Deflection of inbound volume is the overall strategy for the Customer Service & Support department and interlocks between the Technology team, leadership team, and forecasting are integral to delivering the goals of the business.

Responsibilities:

Run scenario based forecasting based on business needs, business growth, technology enhancement, and any other effect to contact volume

Utilize capacity planning tools (Verint: Strategic Planner / Teleopti) to determine staffing needs through-out Pearson Global Customer Support

Support each Pearson Customer Service line of business to achieve service level requirements through appropriate communication with our outsourcers and internal Leadership on a regular cadence.

Work directly with Pearson business intelligence and WFM teams to continually update BPO capacity needs for each LOB based on relevant data

Support School Assessment business with periodic forecasting as it relates to new State and National program RFPs

Qualifications

Capabilities:

Customer Centric – Acts with a strong customer mindset (both internal and external) and is a visible advocate for the customer. Builds strong relationships with customers and uses those to improve their experience and outcomes.

Communications - A great communicator who engages teams and stakeholders with thoughtful delivery and messages that resonate.

Works well in a matrix - Models collaboration, solves problems with peers, builds trust and support.

Takes personal responsibility – Can be relied on to complete tasks timely and well, demonstrates “ownership” regardless of the outcome, proactive in exploring and exploiting new opportunities.

Keen business acumen, strong analytic and problem solving skills and tremendous drive for results

Ability to establish, maintain and grow positive relationships at all levels of the organization

High attention to detail

High degree of emotional intelligence and ability to effectively handle stressful situations

Ability and desire to work in a fast-paced company

Requirements:

Bachelor’s Degree preferred in a related discipline

Two years of customer service experience required (contact center preferred)

Experience utilizing forecasting systems, preferred: Teleopti; Verint

Strategic Planning

Demonstrated leadership qualities

Exceptional verbal and written communications skills

Outstanding interpersonal skills and proven positive attitude

Highly detailed-oriented

Proven problem-solving expertise

Outstanding resourcefulness and creativity in providing timely service

Demonstrated ability to learn and apply large amounts of detailed information

Proven ability to multitask in a fast-paced environment with conflicting priorities

Excellent organizational and time management skills

Demonstrated ability to manage stressful situations in a calm, courteous and efficient manner

Exceptional teamwork and mentoring skills

Ability to make quick and clear decisions in accordance with Connections Academy policy to drive efficiency and quality

Demonstrated flexibility and adaptability to change

What to expect from Pearson

Did you know Pearson is one of the 10 most innovative education companies of 2022?

At Pearson, we add life to a lifetime of learning so everyone can realize the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact. We are on a journey to be 100 percent digital to meet the changing needs of the global population by developing a new strategy with ambitious targets. To deliver on our strategic vision, we have five business divisions that are the foundation for the long-term growth of the company: Assessment & Qualifications, Virtual Learning, English Language Learning, Workforce Skills and Higher Education. Alongside these, we have our corporate divisions: Digital & Technology, Finance, Global Corporate Marketing & Communications, Human Resources, Legal, Strategy and Direct to Consumer. Learn more at We are Pearson.

We value the power of an inclusive culture and also a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to building a workplace where talent can learn, grow and thrive.

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are based on qualifications, merit and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We strive for a workforce that reflects the diversity of our communities.

To learn more about Pearson’s commitment to a diverse and inclusive workforce, navigate to: Diversity, Equity & Inclusion at Pearson.

If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing ppsmhr@pearson.com.

Note that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.

Job: CUSTOMER SERVICE

Organization: Corporate Finance

Schedule: FULL_TIME

Req ID: 15216