Senior Analyst, Workforce Management Planning

You want more out of a career. A place to share your ideas freely - even if they're daring or different. Where the true you can learn, grow, and thrive. At Verizon, we power and empower how people live, work and play by connecting them to what brings them joy. We do what we love - driving innovation, creativity, and impact in the world. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together - lifting our communities and building trust in how we show up, everywhere & always. Want in? Join the V Team Life.

At our core, we are dedicated to enriching lives by bridging the gap between individuals and premium wireless experiences that not only meet but exceed expectations in value and quality. We believe that everyone deserves access to seamless, reliable, and affordable wireless solutions that enhance their day-to-day lives, connecting them to what matters most. By joining our team, you'll play a pivotal role in this mission, working towards delivering innovative, customer-focused solutions that open up a world of possibilities. We're not just in the business of technology; we're in the business of connecting people, empowering them to explore, share, and engage with the world around them in ways they never thought possible.

Building on our commitment to connect people with quality experiences that offer the best value in wireless, let's delve deeper into how we strategically position our diverse portfolio to cater to a broad spectrum of needs and preferences. Our portfolio, comprising 11 distinct brands, is meticulously organized into five families, each designed to address specific market segments and distribution channels to maximize reach and impact.

• Total by Verizon & Verizon Prepaid: At the forefront, we have Total by Verizon and Verizon Prepaid, our flagship brands available at Verizon-owned stores. Verizon Prepaid continues to maintain a robust and loyal consumer base, while Total by Verizon is on a rapid ascent, capturing the hearts of more customers with its compelling offerings.

• Straight Talk, TracFone, and Walmart Family Mobile: Straight Talk, Tracfone, and Walmart Family Mobile stand as giants in our brand portfolio, boasting significant presence in Walmart. Their extensive reach and solidified position in the market underscore our commitment to accessible, high-quality wireless solutions across diverse retail environments.

• Visible: Visible, as a standalone brand family, caters to the digitally-savvy, single-line customers who prefer streamlined, online-first interactions. This brand is a testament to our adaptability, embracing the digital evolution of customer engagement.

• Simple Mobile: Carving out a niche of its own, Simple Mobile shines as the premier choice among authorized resellers. Its consistent recognition as the most carried brand in Wave7 Research's prepaid dealer survey for 36 consecutive quarters speaks volumes about its popularity and reliability.

• SafeLink: SafeLink remains dedicated to serving customers through government subsidies. With a strategic pivot towards Lifeline in the absence of ACP, SafeLink continues to fulfill its mission of providing essential communication services to those in need.

Join the team that connects people with quality experiences that give them the best value in wireless.

What you'll be doing ...

This analytical position provides operational support to the Workforce Management planning team. In this role you will maintain internal processes and procedures that support strategic development, financial target restraints and goal attainment. You will work with the external WFM team to ensure the accurate compilation, analysis, and/or reporting of data relating to partner performance and adherence to the staffing plan, as well as forecasting, shrink management and KPI target measurement.

The successful candidate must be able to communicate effectively throughout all levels of the organization to align the vision and story-tell insights. You will proactively search trends within data and work cross-functionally to propose initiatives that support desired organizational outcomes.

• Documenting functions and processes that support departmental strategy, including routing/skilling plans, shrink management, staff management, volume forecasting and capacity planning.

• Analyzing Data or Information - Identifying the underlying principles, reasons, or facts of information by breaking down information or data into separate parts.

• Using reporting and analytics to identify opportunities, document findings and prepare recommendations for appropriate solutions.

• Creating slides/content that easily tells a story of where we stand as a business in regards to our workforce.

• Collaborating cross-functionally internally, and/or externally with vendor partners on various projects and initiatives to achieve organizational and departmental targets.

• Getting Information - Observing, receiving, and otherwise obtaining information from all relevant sources to integrate into planning.

• Plan study of work problems and procedures, such as organizational change, communications, information flow, or cost analysis.

This role is a hybrid schedule in office that includes assigned office days (VCG in office days are Tuesday, Wednesday and Thursday).

What we're looking for...

• Bachelor's degree or four or more years of work experience.

• Three or more years of relevant work experience.

• Reporting and data formatting experience.

• The ability to align with leadership vision and follow directives closely - independently with minimal oversight.

Even better if you have one or more of the following..

• Workforce management, Strategic planning, and/or forecasting experience.

• Strong Excel proficiency, written and verbal communication skills.

• Contact center customer sales and service experience.

• Laser focus on driving shareholder value, goal attainment.

We're proud to be an equal opportunity employer - and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion page to learn more.