Job Title: Workforce Management WFM Invoicing and Forecasting

Work Place Flexibility: Hybrid 

Legal Entity: Entergy Services, LLC 

Job Summary / Purpose:

We are seeking a detail-oriented and proactive Workforce Management Analyst I to join our team. This role focuses on optimizing contact center operations through accurate forecasting, efficient scheduling, and meticulous vendor invoice reconciliation. The ideal candidate will possess strong analytical skills, a collaborative mindset, and a commitment to operational excellence.

Duties / Responsibilities:

• Forecasting & Scheduling:
  • Analyze historical performance data to develop accurate short-term and long-term forecasts for call volume, Average Handle Time (AHT), shrinkage, and occupancy.
  • Utilize workforce management tools (e.g., NICE IEX, Verint, Aspect eWFM) to load and update forecasts at various intervals (daily, weekly, monthly).
  • Collaborate with operations teams to build and adjust schedules that align with forecasted demand and business needs.
  • Monitor real-time adherence and make necessary adjustments to ensure service level agreements are met. 
• Vendor Invoice Reconciliation:
  • Review and verify vendor invoices related to workforce management tools and services.
  • Ensure accuracy and compliance with contractual terms and internal budgets.
  • Collaborate with finance and procurement teams to resolve discrepancies and process payments promptly.
• Reporting & Analysis:
  • Generate and maintain regular reports on key performance indicators (KPIs) such as service levels, occupancy, adherence, and shrinkage.
  • Provide actionable insights to management to support decision-making and continuous improvement initiatives.
  • Assist in the development and automation of reporting processes to enhance efficiency. 
• Cross-Functional Collaboration:
  • Work closely with operations, finance, and vendor management teams to ensure alignment of workforce strategies with business objectives.
  • Participate in meetings and discussions to provide forecasting and scheduling expertise.  

Minimum Requirements:

Education: Bachelor's Degree in technical or business-related field or equivalent work experience

Minimum knowledge, skills, and abilities required of the position:

• 2 years Call Center experience
• 1 year workforce management including forecasting and analytics
• Technical Skills:
  • Proficiency in Microsoft Excel, including pivot tables, data analysis, and reporting.
  • Experience with workforce management software (e.g., NICE IEX, Verint, Aspect eWFM) is preferred.
• Analytical Skills: Strong ability to analyze data, identify trends, and make data-driven decisions.
• Communication Skills: Excellent verbal and written communication skills, with the ability to present complex information clearly.
• Attention to Detail: Meticulous attention to detail, especially in vendor invoice reconciliation and reporting accuracy.

#LI-HR1

Primary Location: Arkansas-Little Rock Arkansas : Little Rock 
Relocation Option:
Req ID: 119364
Travel Percentage:Up to 25%

An Equal Opportunity Employer, Minority/Female/Disability/Vets. Please click here to view the EEO page, or see statements below.

EEO Statement: The Entergy System of Companies provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a protected veteran in accordance with applicable federal, state and local laws. The Entergy System of Companies complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment including, but not limited to, recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. 

The Entergy System of Companies expressly prohibits any form of unlawful employee harassment based on race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of the Entergy System of Company employees to perform their expected job duties is absolutely not tolerated.

Accessibility: Entergy provides reasonable accommodations for online applicants. Requests for a reasonable accommodation may be made orally or in writing by an applicant, employee, or third party on his or her behalf. If you are an individual with a disability and you are in need of an accommodation for the recruiting process please click here and provide your name, contact number, the accommodation requested and the requisition number that you are requesting the accommodation for. Employee Services will contact you regarding your request.

Additional Responsibilities: As a provider of essential services, Entergy expects its employees to be available to work additional hours, to work in alternate locations, and/or to perform additional duties in connection with storms, outages, emergencies, or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties.

Equal Opportunity

The non-confidential portions of the affirmative action program for individuals with disabilities and protected veterans shall be available for inspection upon request by any employee or applicant for employment.  Please contact HRCompliance@entergy.com to schedule a time to review the affirmative action plan during regular office hours.

WORKING CONDITIONS:
As a provider of essential services, Entergy expects its employees to be available to work additional hours, to work in alternate locations, and/or to perform additional duties in connection with storms, outages, emergencies, or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties.

Our expectations are the five employee and leader behaviors we believe are essential for positive stakeholder outcomes.

Our expectations:

1. Make our customers more successful
2. Innovate and continuously improve
3. Collaborate and share knowledge
4. Be accountable for results
5. Recognize and reward outcomes