Opportunity Snapshot

Take this opportunity to make a name for yourself within Arbonne International, a leading global beauty organization, by leveraging your forecasting, scheduling, traffic, performance analysis expertise to become the "pulse" of our new North America call center in Addison, Texas.

This is very much a ground floor opportunity, and a chance to put your workforce management skills to the test. In relocating this facility from California to Texas, we are essentially rebuilding everything from scratch, and this includes a new team, new technology, and all new systems and processes for developing a highly efficient and customer focused operation.

As our Workforce Planning Analyst, we'll depend on you to determine our appropriate training and scheduling needs; implement suitable metrics, tracking and reporting; and put the right systems and processes in place so that we can effectively make this transition and continue to operate without disrupting our current and expected customer service levels.

Your Rewards

• High impact -- this relocation is a major endeavor for us, and we're counting on your workforce planning savvy to make it a success. You'll have significant influence over how we form these operations, and we think you'll find that one of the more gratifying aspects of this role will be your ability to see the fruits of your labor in action.
• Broad visibility -- you'll directly interact with all areas of our operation and all levels of our management team, which will allow you to gain rare and comprehensive insight into our business, along with plenty of recognition for your achievements in this role.
• Great work environment -- you'll join a tight-knit, team-oriented atmosphere within an established industry leader that is not afraid to commit the resources necessary for success.
• Excellent benefits -- you'll enjoy the many perks that come with working in the beauty industry, including significant product discounts. You'll also receive a full benefits package which includes medical, dental, vision, and life insurance; a 401(k) plan; and more.
• Career advancement -- successfully establishing and optimizing our workforce planning from the ground up will definitely do wonders for your resume, in addition to opening many doors for you within this growing international organization.
• Stability -- with 26 years of experience, we continue to secure our position as one of the true leaders in this industry, and the relocation of this facility represents our thorough commitment to making strategic investments that will ensure our continued growth for many years to come.

Our Requirements

• At least two years of workforce management experience in a 100+ seat call center, including forecasting, scheduling, traffic, and performance analysis
• At least two years of experience with workforce management software and ACD reporting systems, ideally with Cisco solutions
• Previous experience and interface with IT representatives for ADC report needs
• Excellent PC skills, including MS Windows and Office
• Strong project management skills
• Ability to successfully handle diverse work problems on a daily basis and serve as a role model for non-exempt staff
• Demonstrated proficiency and possession of organizational skills to meet deadlines in environment of constantly changing priorities
• Ability to work well with multiple departments and thrive within a team environment
• Ability to work flexible hours
• Bachelor's Degree or equivalent work experience

Preferred, but not required:

• Experience managing staff responsible for forecasting call volumes, staffing levels, call handling times, service levels, payroll hours, shrinkage levels, occupancy levels, turnover, etc.

More About Your Role

Reporting to the Director Contact Center Operations, you'll work closely with our team in Addison. The call center is expected to employ approximately 140 staff, including 127 Customer Service Representatives on four shifts, and will operate six days a week (8am to 8pm Monday though Friday, and 8am to 5pm on Saturdays).

This is a "hit the ground running role" and your immediate priorities will include: setting up staff schedules; implementing metrics and tracking systems; enacting processes and procedures; analyzing our call volumes, patterns and handling times; and tackling the myriad other details needed to get a formative structure intact, always ensuring we have all the right people and resources in place to effectively manage our fluctuating call center volume.

Your ongoing responsibilities as Workforce Planning Analyst will include:

• Monitoring daily service levels and productivity, adjusting schedules as necessary, and projecting staffing levels required to meet our service levels.
• Preparing and analyzing agent schedules in order to meet service level requirements in the most efficient manner possible within acceptable time frames.
• Planning for special impact of response to advertising, promotions, acquisitions, etc., and gathering information from other parts of the organization to identify these impacts.
• Using workforce management tracking tools to maintain employee activity and status, including schedule assignment, absences, training, meetings and other schedule exceptions.
• Generating daily and intra-day call center management reports and performance reports to include forecasting, scheduling, service levels and agent performance.
• Generating projection reporting for staffing requirements with daily activity which can be used for strategic planning and forecasting.
• Handling the data entry of call center activity regarding agent schedule and exception activity.
• Making recommendations for call center staffing-scheduling and capacity-control processes against strategic initiatives and objectives.
• Making proficient use of the workforce management and ACD reporting tools to analyze accuracy of forecast workloads, staffing requirements and staff scheduled, as well as actual staffing and service levels.
• Analyzing, tracking and reporting budgetary performance to the Director and Managers on a monthly basis.
• Providing staffing forecasts, new hire class requirements, and turnover projects for annual budgets.
• Providing staff forecasting call volumes and working closely with Human Resources to ensure the proper number of new hires are recruited to work within specified shift ranges.
• Creating various informational reports for Human Resources, Account Services and other departments.
• Interpreting trends and recommending operational changes as necessary to Management.
• Processing requests for time off and responds appropriately with information and/or approvals.
• Effectively relating and interacting with people at all levels of the organization.

You will also work cooperatively with the Customer Service management team to influence the "can do" and customer focused attitude in every employee, thus creating a culture that is characterized by Commitment, Accountability, Respect, and Excellence.

Keys to Success

In the initial stages, there will be a certain amount of ambiguity in this role, which you will work to dissipate through the implementation of sound policies, processes and procedures. This will require a deep understanding of call center operations, our organizational strategy, and the related metrics, along with the analytical mindset to identify inefficiencies and determine how best to resolve them.

Successfully achieving your objectives in this role will further require:

• The flexibility to handle diverse work problems, adjust for seasonality or other special circumstances, and constantly adapt to the many changes taking place.
• Expert organization and multitasking skills to manage numerous competing priorities and always meet your deadlines.
• The ability to effectively interact with all levels of the organization and handle sensitive situations with professionalism and tact.
• A collaborative approach, with the ability to thrive in a strong team environment.
• A desire to promote our winning culture and serve as a role model for the rest of the organization.

If this sounds like the right mix of challenge and opportunity, and you meet the required qualifications, we look forward to hearing from you.

Who We Are

Arbonne premium skin care products are formulated in Switzerland at the Arbonne Institute of Research and Development (AIRD) and made in the U.S.A. Arbonne markets its products exclusively through a network of Independent Consultants. The Company has more than 1,000,000 Independent Consultants doing business in the United States and Canada.

The wonderful thing about Arbonne is that it's not just about great products, it's also about great people. The Arbonne family is made up of thousands of individuals working to make their professional aspirations a reality.

For more information please visit www.arbonne.com. Clicking on this link will open a new browser window, but be sure to come back to submit your resume! No phone calls please.