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Workforce Management Analyst
Posted on 10/19/2022
Jackson Township, NJ, USA • Remote
Experience Level
Desired Skills
  • Intermediate Excel/Google sheets skills and comfortability with quick analysis using these tools (VLOOKUPs, index matches, pivot tables, etc.)
  • Proactive/self-starter - observing, calling out negative productivity trends, and recommending changes before they impact customer experience
  • Flexibility - able to quickly learn new tools and skills to meet business need
  • Strong communication skills
  • Experience with Playvox or a similar Workforce Management Tool
  • Familiarity with Looker or a similar reporting tool is preferred
  • Access to a dedicated remote workspace without interruptions
  • Reliable access to a high-speed, hard-wired internet connection
  • Supporting administration and optimization of our workforce management system, Playvox/Agyle Time (current staff will help train)
  • Provisioning, modifying, and removing system access
  • Real-time monitoring of agent performance using tool capabilities
  • Recommend and implement future schedule changes based on service levels and agent productivity
  • Regular collaboration with offshore call center partners to remediate service levels based on analysis
  • Regular analysis using native reporting capabilities within Playvox to recommend agent behavior and schedule changes
  • Supporting weekly reporting processes and ad hoc analysis of data as needed (Google Sheets, Playvox reporting and Looker)
  • Troubleshooting support, collaborating with Playvox technical support team
  • Assist with developing business requirements for Playvox data moving into Looker, develop reports that provide insight into agent productivity and quality trends, and pull data from Looker for ad-hoc analyses

1,001-5,000 employees

Comprehensive solution for home needs
Company Overview
At Angi, they invest their resources into growing their business and their people. Angi's mission is to help the best consumers find the best service providers and promote happy transactions remains the same.
  • Competitive compensation.
  • This position will be eligible for a competitive year end performance bonus & equity package.
  • Full medical, dental, vision package to fit your needs
  • Flexible vacation policy: work hard and take time when you need it
  • Pet discount plans & retirement plan with company match (401K)
  • The rare opportunity to work with sharp, motivated teammates solving some of the most unique challenges and changing the world
Company Core Values
  • Start with the customer
  • All about talent
  • Strength in diversity
  • Create & build momentum
  • Be an owner
  • Disagree as individuals, deliver as a team
  • Drive growth
  • Better today, perfect tomorrow
  • Do more with less
  • Deliver results
  • Data beats opinion
  • Enjoy the journey