Workforce Analyst - Ingramspark

Ingram Content Group (ICG) is hiring a Workforce Analyst (IngramSpark) to contribute to our team in LaVergne, TN, just outside Nashville. In this role, you will forecast and schedule client support shift responsibilities based on business needs and skill levels. Additionally, you will recommend staffing level projections and identify opportunities for improvements to create efficiencies within the client services team. Further, you will ensure the overall continuous operation of systems and Zendesk applications by working closely with IT stakeholders and CS management. You will schedule and perform Quality Assurance reviews within the support team and regularly manage training opportunities. As the Workforce Analyst, you will be responsible for new hire onboarding and training for internal and third-party associates. Responsibilities also include third-party support Quality Assurance and productivity monitoring. Finally, you will exercise independent judgment within the overall objectives set by management and routinely make decisions.

Do you have experience working with publishers? Have a passion for helping publishers be successful?

At Ingram, our publisher-facing business offers more than just traditional wholesale services. It offers fully integrated and relevant solutions for client publishers. Comprised of book printing, digital book, distribution, publishing sales, and marketing services, this part of Ingram’s business helps publishers discover more ways to sell content in markets across the globe. Based in the Nashville area, New York, Berkeley, and other locations, our teams are collaborative, innovative, dynamic, and passionate about the business.

The world is reading, and it is our goal to connect as many people to the content they want in the simplest ways. If you share that passion, enjoy working in a fast-paced environment, and want to contribute to a strategic part of the business that is evolving and expanding, we can’t wait to meet you!

Required Qualifications:

• 3 years of experience with call center technology, which may include workforce planning, transaction management, or call monitoring systems
• 1 year of successful forecasting, scheduling, and planning experience
• Bachelor’s degree in business operations or equivalent year-for-year experience

Preferred Skills:

• Ingram experience and/or book industry experience
• Training experience
• Customer service experience

Key Responsibilities:

• Schedules activities, including training, meetings, etc. in order to closely align with service expectations where possible.
• Ensures ongoing monitoring and tracking of associates’ performance and work quality.
• Ensures ongoing monitoring and tracking of associates’ adherence to schedules and reports those outside established tolerance levels.
• This list is not exhaustive.
• Interprets trends and makes recommendations for schedule modifications.
• Analyzes historical data to generate long and short-term call volume forecasts.
• Manages shift responsibility scheduling for the client services team based on support volume and agent skillsets

Additional Information

Perks/Benefits:

• Avid reader? Numerous opportunities to engage with books and authors
• Free card registration at the Nashville Public Library
• Financial and in-kind opportunities to engage with non-profits in your community
• A highly competitive compensation package with generous benefits beginning first day of employment for Medical/Prescription Drug plans, HSA, Vision, Dental and Health Care FSA.
• Discounted offers to self-publish with IngramSpark®!
• Casual Dress Code
• Wellness program with access to onsite gym and basketball court for associates
• Encouraged continued education with our tuition reimbursement program
• Company match program for United Way donations
• Volunteer opportunities and in-kind drives for non-profits throughout the year
• Take breaks or brainstorm in our game room with ping pong & foosball
• 15 vacation days & 12 sick days accrued annually and 3 personal days
• 401K match, Life and AD&D, Employee Assistant programs, Group Legal, & more

The world is reading, and Ingram Content Group (“Ingram”) connects people with content in all forms. Providing comprehensive services for publishers, retailers, libraries and educators, Ingram makes these services seamless and accessible through technology, innovation and creativity. With an expansive global network of offices and facilities, Ingram’s services include digital and physical book distribution, print-on-demand, and digital learning. Ingram Content Group is a part of Ingram Industries Inc. and includes Ingram Book Group LLC, Ingram Publisher Services LLC, Lightning Source LLC, Ingram Library Services LLC, Tennessee Book Company LLC, Ingram Content Group UK Ltd. and Ingram Content Group Australia Pty Ltd.

Ingram Content Group LLC is an affirmative action/equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, work related mental or physical disability, veteran status, sexual orientation, gender identity, or genetic information.

• We participate in EVerify.
• EEO/AA Employer/Vet/Disabled
• EEO Poster in English
• EEO Poster in Spanish