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Enterprise Holdings Workforce Management - Business Systems Analyst (Remote) in St. Louis, Missouri

Overview

The National Service Department (NSD) of Enterprise Fleet Management has an exciting opportunity for a Workforce Management Business Systems Analyst. This role is responsible for maintaining a deep understanding of Enterprise Fleet Management's operations in order to create and deliver workforce and business solutions that align with departmental goals and objectives. This role is responsible for managing call volume forecasting & staffing requirement forecasting for a call center handling over 8k transactions a day. The Analyst will serve as a liaison between business stakeholders, technology providers and Enterprise Fleet Management IT, creating system specifications that drive the development and implementation of technology products. This position will also manage, analyze and provide reporting & recommendations on all initiatives related to employee and departmental performance.

This is a remote position open to applicants living in the following states: MO and FL

The starting salary is $55,100-$76,000 per year based on experience.

Company Overview

Enterprise Fleet Management is a full-service fleet management company for businesses with mid-size fleets. With over 50 fully staffed offices nationwide, EFM supplies cars, light and medium duty trucks and service vehicles to businesses in the United States and Canada.

Fleet Operations is a Corporate Administrative office that supports the growth of the Fleet Management Groups nationwide with lease vehicle acquisition, maintenance, accident repair, insurance tracking, and license & title services. Our Fleet Accounting team also prepares financial statements and general ledger schedules for all the Fleet Management Groups.

Responsibilities

  • Analyze trends, forecast, and system functionality, and provide objective recommendations to management to improve operational processes impacting employee, client, and vendor satisfaction.

  • Oversee the planning, coordination and development of internal systems; work with business end users and vendor partners to gather and interpret business requirements; recommend system enhancements and alternatives.

  • Serves as the primary resource to perform quality assurance testing of internal systems, software upgrades and releases; troubleshoot system issues and consult with Enterprise Fleet Management IT and vendors on system maintenance and repairs

  • Manage and enhance department workflow to improve system utilization, cost controls, customer service and employee productivity

  • Develop and implement training for all employee levels, to include basic and intermediate concepts in related Enterprise Fleet Management systems and reporting.

  • Analyze historical data using workforce management software to determine trends and patterns in call/email volume

  • Update and adjust data to account for special situations impacting calls/email volume (i.e. holidays, inclement weather)

  • Coordinate with Telecom to maintain contact routing rules in order to ensure accurate forecasting and schedule planning

  • Generate short-term and long-term forecasts for call/email volume, using workforce management software and analysis of historical patterns

  • Prepare monthly schedules, including holidays, team meetings, new hire training, etc.

  • Updates employee availability and generates schedules (holidays, team meetings, new hire training, etc.) for employees to view in workforce management software

  • Communicate the overall staffing needs to management team

  • Maintain and analyze records of actual volumes compared to forecast and recommend changes to enhance productivity and customer satisfaction

Equal Opportunity Employer/Disability/Veterans #LI-REMOTE

Qualifications

Minimum Qualifications include:

  • Must currently live in Missouri or Florida

  • Bachelor's degree in Business, Information Technology, or Mathematics, preferred

  • Minimum three years Call Center experience working with Workforce Management Systems required

  • Minimum two years experience in reporting, analytics and/or forecasting required

  • Intermediate level of proficiency with Microsoft Excel and Access

  • Must meet all work from home technical requirements

  • Must be authorized to work in the United States and not require work authorization sponsorship by our company for this position now or in the future

  • Must be willing to accept starting salary of $55,100 - $76,000 per year

Qualified Candidates must possess the following skills/competencies:

Results Oriented

  • Focuses on accomplishing tasks and achieving positive results

  • Acts and communicates with the end objective in mind

  • Is motivated by achieving results

Working With a Team

  • Works well with a diverse group of individuals

  • Places the team’s needs and goals ahead of those of the individual, when necessary

  • Fosters an environment of camaraderie

Planning and Organizing

  • Schedules and plans for short-term and long-term tasks and goals

  • Prioritizes activities and responsibilities to achieve goals and meet deadlines

  • Works in an orderly, timely, and organized manner

Decision Making

  • Makes thoughtful decisions based on the information available

  • Makes decisions in a timely manner

  • Makes difficult decisions, when necessary

Problem Solving

  • Determines the best solution based on the facts available

  • Addresses problems in a timely manner

  • Provides multiple solutions (when applicable) for resolving problems

Communication

  • Effectively communicates both verbally and in writing

  • Clearly communicates messages, thoughts, and ideas to others

  • Demonstrates strong presentation skills

Flexibility

  • Readily adapts to change

  • Moves easily from one task or responsibility to another

  • Is able to perform tasks or complete processes in ambiguous situations

Work from Home (WFH) Requirements:

  • Currently live in MO or FL

  • Have permanent residence with defined working space (home office, spare bedroom, etc.) that is clean, ventilated and quiet

  • Working space with working smoke detector, fire extinguisher, and first aid kit

Work from Home (WFH)Technical Requirements:

  • Computer running a mainstream supported version of Windows or MacOS (currently Windows 7+ or MacOS 12+)

  • Minimum of 4GB RAM (the cloud based system will use a minimum of 1G RAM)

  • High-speed Internet connection with a minimum validated upload and download speed of 3Mb or greater (please validate using a speed test tool such as http://www.speedtest.net/)

  • Working web camera for virtual collaboration

  • Workstations should connect directly to the ISP router using an Ethernet cable (wireless connections are allowed but be aware of signal strength, interference, and other factors)

  • Apple or Android smart-phone is needed to download the Authenticator app (must be running a current mainstream supported operating system and Internet browser version)

  • Internet browsers: Internet Explorer, Edge, Chrome, Firefox, or Safari

  • Anti-virus software must be installed and kept running at all times (included w/ Windows 10)

  • Operating system patches must be installed and kept up to date

Enterprise Holdings/Enterprise Rent-A-Car/Alamo Rent A Car and National Car Rental seeks and values people of all backgrounds because every employee, customer and business partner is important. Enterprise Holdings is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, gender identity or protected veteran status and will not be discriminated against on the basis of disability.

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