What you’ll be doing...

This position will be responsible for forecasting volumes, specific projects or definable portions of larger projects or processes; creates practices that aid in the successful completion of projects within a product or functional area. The selected candidate will be expected to communicate and present how forecasts and bid data were determined to WFPA, Operations Partners and Field leaders. The selected candidate will also be expected to use professional concepts and company policies & procedures to solve a wide range of complex problems in creative and practical ways; make recommendations that aid in the successful completion of initiatives within a functional area. Typically involved in one large and/or complex project at a time; develops schedules to ensure timely completion of the project; identifies appropriate resources needed.

Strategic Analysis:

  • Analyze long term strategic goals necessary to balance the business requirements and employee needs.
  • Analyze trends and provide recommendations that will impact schedule bids, forecasts, pre-planned shrinkage.
  • Provide what-if scenarios to determine savings to the business, such as changes to hours of operation, block schedules, etc.
  • Forecast inbound volumes for internal and vendor locations.
  • Forecast AHT, shrinkage and requirements for internal and vendor locations.
  • Provide recommendation for holiday staffing for internal and vendor locations.
  • Provide overtime, flex make-up and training allotments.
  • Evaluate and recommend new processes and procedures.


  • Responsible for tracking, analyzing and reporting trends on AHT, call volume, training completions and all pre-planned shrinkage.
  • Design and prepare presentations based on analysis to present to senior management.
  • Analyze report information (Intraday, etc.) to measure effectiveness of workforce schedules and recommend adjustments.
  • Develop and maintain customer service staffing models.
  • Develop, create and maintain databases.
  • Prepare and create ad-hoc reporting and what-if scenarios as requested.
  • Analyze vacation utilization, including ESN’s and prepare presentations for leadership team.

Strategic Partnerships:

  • Communicate and recommend continuous process improvements within the Work Force Planning and Analysis (WFPA) tier on shrinkage management – including WFPA Managers, WFPA Supervisors, Analysts and Coordinators.
  • Partner with internal customers, including vendors and centers across the enterprise to support all methods and procedures related to workforce planning.
  • Partner with local center and vendor to ensure successful completion of trainings and suggest recommendations to increase overall training completion percentages.
  • Partner with Training team to ensure training priorities are included in overall shrinkage.
  • Work closely with Manager and Supervisor in Scheduling to assist with ad-hoc projects.
  • Work closely with other peers in other Scheduling to drive consistency.

What we’re looking for...

You’ll need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Three or more years of relevant work experience.
  • Working knowledge of Microsoft applications - Excel, Power Point, Word.
  • Willingness to travel.

Even better if you have:

  • A degree.
  • Strong analytical experience.
  • Two or more years of Workforce Planning and Analysis experience.
  • Two or more years of IEX experience.
  • Two or more years of forecasting experience.
  • Strong working knowledge of call center technology and support functions.
  • Strong time management and organizational skills.
  • Detail-oriented, self-motivated and able to make independent decisions.
  • SharePoint administration experience.

When you join Verizon...

You’ll have the power to go beyond – doing the work that’s transforming how people, businesses and things connect with each other. Not only do we provide the fastest and most reliable network for our customers, but we were first to 5G - a quantum leap in connectivity. Our connected solutions are making communities stronger and enabling energy efficiency. Here, you’ll have the ability to make an impact and create positive change. Whether you think in code, words, pictures or numbers, join our team of the best and brightest. We offer great pay, amazing benefits and opportunity to learn and grow in every role. Together we’ll go far.

Equal Employment Opportunity

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. Different makes us better.