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 Word 
• Excellent written and verbal communication skills
• Detail oriented with a high level of accuracy and confidentiality
• Proven ability to manage multiple tasks
• Ability to be professional and pleasant on the phone or via email with our staff
• Ability to communicate problems/opportunities to supervisory staff leading to process improvement
• Ability to exercise good business judgment in a fast pace environment
• Ability to maintain regular or consistent attendance in accordance with company and departmental policies and procedures
• Ability to type a minimum of 40 wpm
• Strong time management skills

Position Benefits and Perks

💸💵  Daily pay available 

💰💳 Get a fantastic 40% employee discount

🏠💼 Work from the comfort of your own home

Compensation: $16.50+/ Hour DOE

Compensation is based on several factors including but not limited to education, work experience, certifications, etc.

The responsibilities outlined in this position description are a guideline for the general duties of the position and are not exhaustive of all duties inherent in the job. Duluth Trading Company is an equal opportunity employer.

About Duluth Trading Company

Started in 1989, Duluth Trading Company exists to enable hard-working individuals to take on life with their own two hands. Folks that revel in doing it the hard way and celebrate finding a better way. We seek talented individuals who share these beliefs and are excited to further the Duluth Trading legacy with a digital-first mindset, always moving forward and always innovating. 

From ingenious Duluth workwear, to comfortably capable Buck Naked Underwear, to outside-embracing AKHG, to meticulously built and sourced Best Made, it’s all about the innovative gear and gadgets that equip customers for a more hands-on way of life. 

Top-notch quality, immersive storytelling, outstanding customer service, and the shared belief that the go-all-in-and-dig-deep spirit exists with everyone are what sets Duluth Trading Co. apart. We seek talented folks looking to be part of a can-do team that’s hellbent on helping the world to gear up, get its hands dirty, and do.