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Senior Analyst, Workforce Management
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Job Description
- Req#: 744000012891218
Employer Industry: Contact Center Operations
Why consider this job opportunity:
- Flexible hybrid work environment with primarily virtual operations
- Opportunity for performance-based incentive awards
- Comprehensive benefits package including 401(k) match, stock purchase plan, and paid maternity and parental leave
- Extensive opportunities for career advancement and professional development
- Chance to directly influence operational efficiency and customer satisfaction
What to Expect (Job Responsibilities):
- Optimize contact center operations through real-time analytics and workforce management strategies
- Develop and implement monitoring strategies and tools to enhance service delivery
- Analyze data to identify trends and provide actionable insights to operational teams and senior management
- Collaborate with cross-functional teams to drive process improvements based on real-time insights
- Manage and audit queues and skills to enhance customer experience while balancing SLA commitments
What is Required (Qualifications):
- Bachelor's degree in Business Administration, Statistics, Database Management, or a related field (Master's degree preferred)
- 7+ years of experience in a complex contact center with a focus on workforce management
- Proven experience in contact center management with 3-5 years in a senior or leadership role
- Strong technical expertise, including advanced Excel knowledge and familiarity with workforce management software
- Exceptional communication and presentation skills to convey information clearly to stakeholders
How to Stand Out (Preferred Qualifications):
- Familiarity with strategic contingency levers to enhance seller experience while protecting business interests
- Proficiency in data analysis tools such as SQL, Python, Power BI, and Tableau
- Inspirational leadership skills with the ability to motivate teams toward common goals
#ContactCenter #WorkforceManagement #HybridWork #CareerGrowth #DataAnalytics
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