The Workforce Management Analyst is responsible for day to day management of command center operations. Including, daily telephony management, workforce & staffing-level management, data analysis, reporting and software administration. Successful candidates will be focused on solutions, perform at a high level in a fast-paced environment and excel in collaboration amongst a multi-level analyst team.
- Identify and execute daily strategy adjustments or enhancements to drive contact center performance
- Manage daily task execution within workforce management software suites
- Create and deliver scheduled and ad-hoc reporting for management team, business partners, and key stakeholders
- Ability to analyze and organize data in MS Excel (based on business need)
- Provide trend analysis and feedback to command center leadership focused on improved business performance
- Maintain daily schedule, adherence and activity within workforce management
- Communicate with multiple lines, and levels, of business
- Manage intra-day attendance communication line for contact center employees
Other Related Duties:
- Performs other related duties as assigned.
To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.
Education and/or Experience:
High School Diploma or GED required
1 to 3 years professional experience (internship experience applicable)
Ability to learn multiple call center technology suites
Basic understanding of database structure and data analysis techniques
Strong attention to detail
Experience in call center environment preferred
Must be available for working hours between 7am and 10pm Eastern Monday through Friday and 8:30am to 6:00pm Eastern Saturday
Career development and advancement
Working at Freedom, you have the chance to invest in yourself. From on-the-job training to advancement opportunities, and from tuition assistance to our annual internal leadership conference.
We run huge company-sponsored donation events and contests, as well as offer paid volunteer time so you can commit your support to the causes which you care about most.
Holidays and paid time off
We offer ample paid time off including multiple holidays - because our team is our family, and your downtime and wellbeing are just as important to us as your time in work-mode.
Our salaries are competitive - rewarding your experience, hard work, and commitment. We also have a 401K plan which provides a matching contribution.
We offer several medical plans and options to choose from including dental, vision, disability and life insurance, dependent care and flexible spending.
Pets are part of the family too! We offer comprehensive vet insurance to make sure your cats are cared for, your pups are prioritized, and your lizards looked-after.
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