Responsibilities

• Acts as administrator of the Workforce Management System to forecast and produce staff work schedules and monitor schedule adherence. 
• Performs schedule management of future schedule change & historical adherence exception management for accurate analysis.
• Develops and maintains user profiles and data in contact management systems (for skill based routing and scheduling purposes).
• Partners with outside vendors to assist with Adds/Moves/Changes as needed.
• Develops hourly, daily, weekly and monthly historical reports from call distribution and contact management systems. Presents trend reports to management to assist in organizational development.
• Designs and utilizes survey/reports to monitor and assess service performance.
• Provides occasional training on software tools and usage of statistical data.
• Identifies necessary and/or beneficial changes in operations, quality of services, and practices. Defines problems/issues; proposes and discusses solutions with appropriate parties. 
• Determines need for automated data analysis and/or research projects to assess current systems/procedures and develops new tools for data collection.
• Works according to deadlines for the delivery of assigned projects and analysis.
• Identifies and assists in implementation of WFM technology. 
• Develops command of business operations and uses data/reports to help identify areas of opportunity and create solutions to drive efficiencies.
• Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.

Knowledge & Experience

• 2-4 years of direct experience in contact center scheduling
• Strong knowledge of scheduling & system best practices and methodologies
• Experience with core enterprise scheduling software applications and integration (NICE, Verint, etc.)
• Direct, hands-on experience with ad hoc query programs and reporting software
• Extensive practical knowledge in importing data for use in spreadsheets and graphs
• Proven data analysis, data verification, and problem-solving abilities
• Well-developed project management skills
• Strong business acumen, proven expertise in oral/written communication, the ability to compile and present information with demonstrated analytical problem-solving, business reports, and decision-making capabilities using commercially available tools.
• Effective communicator (verbal and written), interpersonal skills, and the ability to communicate with both business and technical teams.
• Excellent analytical and problem resolution skills with the ability to translate complex concepts into simple, actionable recommendations.
• Ability to understand customer’s goals with strong attention to detail and critical business processes and rules to design solutions.
• Self-motivated and driven to improve the quality of data and related processes.
• Experience working with Data Warehouse teams with a good understanding of Data Warehouse modeling techniques is preferred.

What we can offer:

• Competitive salary and pre-IPO stock options
• 100% company-paid medical, dental and vision insurance (for employee)
• Mental & Behavioral Health Benefits
• Flexible paid time off
• Leave programs for life events
• 401(k)
• A great company culture with a strong emphasis on diversity, equity and inclusion