Workforce Management Analyst Assistant - Remote

Position Overview

The Workforce Management Analyst Assistant supports Customer Care Crew operations analyzing a broad spectrum of operational data related to contact center workforce utilization, volume reporting and workforce productivity. Provides support for contact center systems including Genesys. The position requires someone who is reliable and driven with strong time-management, decision making, and organizational skills. This position would also maintain a high degree of confidentiality due to the nature of employee information.

Position Details

Work Environment:

Embrace the convenience of working from the comfort of your home with this exciting remote opportunity! 🏠💼

• Sitting up to 90% of work hours.
• Continuous arm, hand, and wrist movement (ie: typing)
• Occasional reaching, twisting, and bending.
• Noise level no greater than casual conversation.

What You’ll Do: 

• Provide support across all Contact Center technologies. Key technologies include scheduling and planning, reporting platforms, and various vendor-based platforms that support customer experience.  
• Keen focus on Genesys during all scheduled shifts; maintaining an even floor control with respect to both customer experience and budgetary needs. (Adding, reducing and adjusting shifts and workgroups)
• Participation in creating contact center schedules with daily, weekly, monthly adjustments as business needs dictate. Maintains agent profiles and provides support for the Workforce Scheduling Analyst as well as the Workforce Management system application. 
• Provides support in developing, maintaining, and editing contact center employee schedules as well as the maintenance of Contact Center employee attendance.
• Assists with report production for the Contact Center operations, ensuring timely and accurate data.
• Works with the Contact Center Leadership Team to ensure efficient utilization of the phone system and reporting.

What We’re Looking For: 

• 2+ years’ experience in a Contact Center environment working with workforce
• management applications, scheduling and forecast development
• Advanced analytical experience using spreadsheets (Excel)
• Ability to work in a fast paced, high-energy environment with minimal supervision
• Detail oriented with a high level of accuracy and confidentiality
• Must possess strong organizational skills, including the ability to prioritize work in an efficient manner.
• Must possess ability to take initiative and handle various tasks simultaneously and independently under minimal supervision
• Experience utilizing ad hoc reporting tools
• 1+ year of ACD/Call Routing technology
• Proficient with Computers, MS Excel, MS …