Contact Center Staffing Analyst- Remote

Responsibilities

• Actively monitor intra-day queue activity for agent availability, contact load, and agent skill balance.
• Cook up routine contact center performance reports; provide contextual information and analysis in support of quantitative results.
• Utilize enterprise workforce management software tools to create work schedules for assigned work group.
• Enter real-time exceptions into workforce management tracking system (absence, tardiness, trainings, meetings, etc.).
• Cook up changes in contact volume and reallocate resources when workload requires, recommend real-time change and identify efficiency opportunities.
• Aid in entering agents into workforce management system with onboarding and offboarding.
• Add or remove skills as needed in some circumstances.

Qualifications

• Bachelor’s degree in a related field required (Master’s degree preferred).
• Four years of overall work experience in a call center workforce management environment.
• Previous experience with forecasting, scheduling, real-time adherence and intra-day queue management in a contact center, utilizing enterprise workforce management software (e.g., Aspect, Verint, NiCE, Pipkins, Calabrio).
• Must be familiar with ACD and/or CRM systems such as Cisco, Avaya, SAP, Salesforce, etc.
• Intermediate to advanced MS Excel skills required.
• Experience with office software, such as MS Outlook, MS Word, MS Teams or Skype, etc.
• Strong verbal and written communication skills required.
• Solid understanding of contact center metrics, and their dynamics, including service level, handle time, contact volume, force-to-load, etc.
• Must demonstrate an ability to translate complex mathematical concepts of contact center into understandable, actionable business plans at all levels.
• Very strong attention to detail required.
• Must be able to work in a fast-paced, team-oriented environment.