Workforce Management Analyst

Kelly Services is actively seeking a Workforce Management Analyst for Nissan at their Murfreesboro, TN location.

This is a long term indefinite contract opportunity to join a great team!


Workforce Management Analyst

Minimum Qualifications

1. Job Knowledge and Skill:  Excellent analytical skills; excellent interpersonal, oral and written communication skills; strong conflict resolution skills; good presentation skills.  Good organization, project management, workflow management and process improvement skills.  Good problem solving and decision-making skills.  

2. Experience:  One or more years of directly related professional level experience is recommended.

3. Workforce Management Experience:  One or more years in a work leader role coordinating the work of other employees or contractors is recommended but not required. Technical training certification on Verint WFO systems preferred

4. Advanced technical proficiency in voice/screen recording, workforce management, transcription and analytics driven systems and applications, configuration of hardware as well as maintenance, modification and installation of equipment

5. Strong working comprehension of other PBX’s, IVR systems, and telco facilities protocols

6. Strong knowledge of IT security practices

7. Education: Bachelor’s degree in a related discipline is required. 

8. Computer Skills: Thorough computer knowledge such as word processor, spreadsheet, other PC applications, or mainframe applications to resolve complex problems in day to day situations.


Job Description 

Contributing member of the Call Center Workforce team who will manage the overall scheduling and capacity planning for the INFINITI Call Center

Responsible for monitoring call volume, service levels, system performance, resource utilization and making Intra-Day adjustments to effectively balance service level commitments and other call center KPI’s on a real-time basis.


Describe the principle, core primary tasks that a person in this position performs on a daily basis.

1.   Has a working knowledge of call center operations

2. Knowledge of Salesforce CRM preferred

3. Strong communication skills (written and verbal)

4. Ability to develop innovative solutions with minimal guidance/information

5. Ability to recommend solution(s) to complex business challenges

6. Strong Microsoft Office skills (i.e., Excel, Word, PowerPoint, Outlook)

7. Ability to work well in team-based environments

8. Works independently with minimal supervision

9. Excellent analytical, organizational, and time management skills

10. Strong aptitude with setting appropriate timelines/expectations for deliverables

11. Other duties as needed


Employee Standards

1. Profit Driven:

• Demonstrates the awareness for adding value to the Company by increasing profits and/or decreasing costs.

• Links decisions and actions to profitability targets.

• Maximizes profit through swift and thoughtful decisions based on a clear understanding of Nissan’s strategy. 

2. Client Focused:

• Focuses efforts on converting Clients to enthusiastic advocates for our brand, by delivering consistent and passionate product and service performance that exceed Client value expectations. 

• Analyzes decisions from the Client’s viewpoint and takes action with the Client’s needs and values in mind. 

3. Cross-Functional and Global:

• Supports a working culture of cross-functional cooperation and synergy (cross-divisional, cross-regional, and cross-hierarchical).

• Demonstrates the ability to team with people from other organizations, independently of borders (functions, regions, and affiliates), to reach a target.

4. Brand Aligned:

• Consistently contributes to building brand value by delivering on our brand promise.

• Evaluates potential decisions and actions with the following brand filter questions:      

• Actively listens, welcomes diverse opinions, and makes necessary, timely, and innovative decisions.

• Produces several possible solutions to each problem and recommends the best one for the Company.

5. Stretch Goals and Growth:

• Orients performance and realization of stretch objectives based on competitive benchmarks.

• Focuses goal achievement on the required direction of profitable growth.



• W2/ HOURLY PAY RATE: Open (based upon experience and qualifications)

• There is no “per diem” with this position

• There is no relocation budgeted for this position. If this position requires you to relocate you will be responsible for those costs.

• At this time we are not in the position to offer any type of sponsorships or VISA transfers for this position.


Important information:

This position is recruited for by a remote Kelly office, not your local Kelly branch.  To be considered for this position, you must apply now to submit your resumes.  If you have questions about the position, you may contact the recruiter recruiting for this position by email.



Why Kelly®?

At Kelly Services®, we work with the best. Our clients include 95 of the Fortune 100 companies, and more than 70,000 hiring managers rely on Kelly annually to access the best talent to drive their business forward. If you only make one career connection today, connect with Kelly.

About Kelly Services®

As a workforce advocate for over 70 years, we are proud to directly employ nearly 500,000 people around the world and have a role in connecting thousands more with work through our global network of talent suppliers and partners. Revenue in 2017 was $5.4 billion. Visit and connect with us on Facebook, LinkedIn and Twitter.

Kelly Services is an equal opportunity employer including, but not limited to, Minorities, Females, Individuals with Disabilities, Protected Veterans, Sexual Orientation, Gender Identity and is committed to employing a diverse workforce. Equal Employment Opportunity is The Law.

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