Staffing Optimization Analyst

Staffing Optimization Analyst

Office of Enrollment Management

Exempt, Regular, Full-time, Pay Grade 1.2

Location: Stateside Remote

University of Maryland Global Campus (UMGC) seeks a Staffing Optimization Analyst within the Enrollment Management (EM) organization. Reporting to the Assistant Director of SEM Staffing Optimization, the Analyst is responsible for the monitoring, analysis and reporting of front-line student facing work channels. They will assist in making recommendations to departmental leadership to adjust scheduling and staffing levels to meet departmental goals.

SPECIFIC RESPONSIBILITIES INCLUDE:

• Support the enrollment, tuition planning and service goals of the Enrollment Management department by analyzing and making recommendations on scheduling for all front-line staff
• Assist in the development of short-term and long-term volume forecasts
• Support in the creation of optimized shift schedules which will help meet departmental service level and response time objectives
• Report deviations from planned schedules to departmental management on a daily, weekly, and monthly basis
• Provide real-time monitoring via Verint and other telephony tools to make intra-day adjustments in effort to maximize resource efficiencies
• Assist in the management of Salesforce work queues to ensure front line staff are working on the tasks based on priorities set by SEM management
• Monitor daily call outs, late arrivals, and early dismissals
• Utilize Workforce Management software system to track call-outs, deviations from volume forecasts, and other real time operational needs
• Generate and send daily and weekly reports
• Develop and maintain expertise in the use of the university's Workforce Management software
• Other job-related duties as assigned

DUTY STATEMENTS:

• Employees are required to work university commencement
• Employees may be required to work evening, weekend and holiday hours based on business need
• Employees are required to work all or part of the university holiday break and other observed Federal and university holidays

REQUIRED EDUCATION AND EXPERIENCE:

Bachelor's degree from a regionally accredited institution of higher learning and a minimum of three years of relevant work experience. A proven track record of progressive operations analysis experience, as well as knowledge of CRM systems, telephony products/software, and Verint WFO/QA. Advanced understanding and experience using Excel, as well as the entire Microsoft Office suite. Must possess strong analytical skills and be detail oriented. Ability to quickly learn new data capture tools and techniques. Ability to interact with all levels of the organization and present data specific to the end users' level of understanding. 

PREFERRED EDUCATION AND EXPERIENCE:

Master's degree from a regionally accredited institution of higher learning in a related discipline; experience in the areas of student retention; demonstrated skills in the areas of: strategic thinking, customer service, creative problem solving, time management, oral and written communication, and interpersonal skills; ability to work independently and to handle multiple tasks; possess qualities like the ability to use independent judgment and to make informed decisions in a timely fashion; the ability to interact and communicate effectively with all levels of an organization; to formulate assessments and propose recommendations in an articulate fashion; support executive level execution of strategic priorities, and adapt to changes in a dynamic work environment. Exposure to project management skills and business process redesign is highly desired.

All submissions should include a cover letter and resume. UMGC offers competitive compensation and comprehensive benefits for qualifying positions, such as tuition remission, generous leave and healthcare. For detailed benefits information, please visit: .