【Business Operations Workforce Analyst】岗位职责

 

The Workforce Analyst role requires you to work closely with mixed media contact center and vendor partners to ensure quality standards for schedule generation and support are maintained. In addition, you will learn to navigate a variety of support tools while ensuring effective communication and maintaining the highest level of quality in all tasks. You will be working in a fast paced, dynamic department that is responsible for building schedules and maintaining staffing for Retail Customer Care worldwide that will minimize customer wait time while stabilizing service level requirements, operational factors, headcount, employee satisfaction and relief.

【Business Operations Workforce Analyst】岗位要求

 

1. Experience using call center software - eWFM or equivalent preferred.2. Multi-channel support experience - including simultaneous chats, email, phone and back office ticketing systems.3. Experience producing reports from raw data via Excel or Numbers, Tableau experience preferred.4. Excellent analytical and time management skills with ability and willingness to continue learning.5. Familiar with contact center metrics, scheduling principles, and operations.6. Demonstrate ability to work effectively with business leadership.7. Experience with creation and development of processes and procedures.8. Self-motivated, able to prioritize tasks and resolve issues.9. Innovative, able to propose creative solutions.10. Makes space to listen, learn, and amplify diverse perspectives and experiences.11. Actively seeks out opportunities to champion and celebrate inclusion and diversity.

 

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