Change Management Sr. Analyst

Company Name:
American International Group
The Operational Planning Cycle (Change Management) Analyst provides forecasts, staffing requirements, and performance monitoring for multiple groups by continuously analyzing work volume, history, trends and patterns to meet service level requirements and support operational excellence. The ideal candidate will be responsible for forecasts and historical data to ensure the correct staffing and skill level are in support of our budget and service level requirements. The Analyst will track and report on the financial impact of business and operational changes such as hiring, moves and attrition. They will assist with the maintenance and enhancements of various management tools, and provide analytical data to support our leadership team. ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:
Track and analyze historical work volume, identifying trends on a daily, weekly, monthly and annual basis for all work groups.
Forecast proper labor needs based on historical data.
Using inputs from many sources forecast volume and create long term and intra-day forecasts.
Track and analyze employee performance metrics including absenteeism, average handle time, etc. Assist with staffing objectives tied to production and bonus requirements, and support management to enforce compliance and adherence.
Provide long and short-term workforce planning. Set priorities and implement contingency plans when necessary to achieve operational efficiency targets and capacity demands.
Identifying, tracking, and analyzing key business drivers, providing proactive, solutions-oriented support to management.
Review forecasts on an intra - daily, weekly, monthly and annual basis for all workgroups, and compare actual results to forecasts, adjusting future forecasts, identifying opportunities for improvement and implementing solutions.
Develops holistic staffing plan that supports time for training, individual representative development, team meetings, etc.
Manage the real-time activities and associated staffing implications to meet customer expectations.
Provide daily/weekly reports to department management and hold weekly meetings communicating performance and offer suggestions regarding areas of improvement.
Support continuous improvement reporting and analytics needs, as well as, the production of all management reports and service metrics.
Report on variances and generate ad hoc reports as needed.
Develop and maintain historical data. Required: - Five plus (5+) years of related analytical experience. - Experience with volume forecasting and is able to analyze historical data to create accurate forecasts in hospitality or related organization. - Bachelor's degree in industrial engineering, statistics, business management or related field.
KNOWLEDGE/SKILLS/ABILITIES: - Excellent interpersonal, customer service, leadership, communication, team-building and problem-solving skills. - Ability to provide clear, concise, ongoing communications to the organization regarding staffing and ability to communicate analysis and recommendations effectively with business owners. - Demonstrated ability to use good judgment and logical reasoning. - Strong mathematical, analytical, and organization skills, with data mining and analysis, research, investigating and problem solving skills. - Process Improvement or related experience (e.g. Six Sigma, Lean, etc). - Exceptional reporting skills; including MS Excel, MS Access, MS Word and/or SQL to access, combine and analyze multiple data sources preferred (strong comfort level with formatting, formulas, graphs, pivot tables, etc.). - A self-motivated individual who excels with minimal management in a high profile position. - Ability to work flexible hours - A good sense of fun and life balance. - Excellent interpersonal and communication skills. American International Group, Inc. (AIG) is a leading international insurance organization serving customers in more than 130 countries and jurisdictions. AIG companies serve commercial, institutional, and individual customers through one of the most extensive worldwide property-casualty networks of any insurer. In addition, AIG companies are leading providers of life insurance and retirement services in the United States.
AIG Property Casualty is a global market leader, one of the few truly global property casualty franchises.
AIG Life and Retirement is one of the largest life insurance organizations in the U.S., and provides protection, investment and income solutions needed for financial and retirement security.
United Guaranty Corporation is the marketplace leader in mortgage insurance in the U.S.
Additional information about AIG can be found at - YouTube: - Twitter: @AIG_LatestNews - LinkedIn:
Job ID #: 100714
Employment Type: Full Time - Permanent
Location(s): GA-Atlanta; KS-Olathe
Education Preferred: Bachelors Degree (or equivalent)
Business Unit: AIG Property Casualty
Relocation Provided: No
Functional Area: Operations
Travel Percentage: 50%

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