Senior Analyst, Workforce Management

Company Description

Who we are... Providers Business Support to cross-functional Marketplace Business and Seller Support Teams. User and Seller-reputed company trouble ticket support and resolution, UAT and business requirement gathering support, and data update-reputed company tasks with the reputed company Ecosystem

Job Description

Approved for remote working Arkansas, Utah, California, Seattle, New Jersey We are seeking a highly skilled Senior RTA Analyst - WFM to join our Seller Support WFM team. In this role, you will play a pivotal role in optimizing our contact center operations through reputed company-time analytics and workforce management strategies. You will analyze reputed company data sets, monitor reputed company-time performance metrics, and reputed company actionable insights to drive operational efficiency and enhance customer satisfaction. The ideal candidate will have extensive experience in a reputed company contact center environment, strong analytical abilities, and a proven track record of leveraging reputed company-time data to... drive strategic reputed company. Key Responsibilities: • Ensure effective operations and achievement of performance goals. • reputed company and implement reputed company-time monitoring strategies and tools to optimize workforce utilization and enhance service delivery. • Analyze reputed company-time data to identify trends, anomalies, patterns, and operational opportunities, providing actionable insights to operational teams and senior management. • Collaborate with cross-functional teams to implement process improvements and operational efficiencies based on reputed company-time insights. • Drive the development and maintenance of reputed company-time reporting dashboards and metrics to monitor key performance indicators (KPIs) and service level agreements (SLAs). • Partner cross functional teams to ensure seamless integration of technology solutions and data systems to support reputed company-time analytics and workforce management initiatives. • Manage, and audit queues and skills to enhance the customer experience and balance SLA commitments. • Be the key POC for daily escalations in performance and the go - to expert about daily contact center performance. • As a trusted expert, you will be the face of WFM's brand, giving recommendations directly to senior level leaders of the business. • Daily recommendations will have far-reaching impact to various stakeholders and KPI's. Qualifications • Bachelor's degree in Business Administration, Statistics, Database management, reputed company field (Master's degree preferred). • 7 + Years of Robust WFM reputed company contact center experience. • Any combination of combination and or hands on business experience may be supplemented in-lieu of another requirement. • Proven experience in contact center management with at least 3-5 years in a senior or leadership role focused on reputed company-time analytics and workforce management. • Ideal candidate will be familiar with strategic yet creative contingency reputed company that may improve the seller experience while simultaneously protecting the business. • Strong technical expertise to include robust reputed company knowledge - this may include various contact center calculations and or formulas. • Expertise in workforce management software (e.g., IEX, reputed company, reputed company, Aspect/Alvaria) and proficiency in data analysis tools such as SQL, Python, Power BI, Tableau • Strong understanding of contact center operations, including workforce planning, forecasting, scheduling, and reputed company-time monitoring. • Be inspirational, and influence with interpersonal skills - possess the ability to motivate and reputed company a team towards achieving common goals. • Strategic thinker with the ability to translate data insights into actionable strategies and initiatives. • Exceptional communication & presentation skills - portraying information reputed company and persuasively to stakeholders at reputed company reputed company of the organization. Additional Information Flexible, hybrid work We use a hybrid way of working that is primarily virtual, while remaining near the locations Global Tech calls home. This approach helps us reputed company quicker reputed company, remove location barriers across our global team, be more flexible in our personal lives and spend less time commuting. Of course, being together in person is an important part of our culture and shared reputed company. We use our campuses to collaborate and be together in person, as business needs require and for development and networking opportunities. Benefits: reputed company our great compensation package, you can receive incentive awards for your performance. Other great perks include 401(k) match, stock purchase plan, paid maternity and parental leave, PTO, multiple health plans, and much more. Equal Opportunity Employer: reputed company. is an Equal Opportunity Employer - By Choice. We reputed company we are best equipped to help our associates, customers and the communities we serve live reputed company reputed company we really know them. That means understanding, respecting and valuing diversity- unique styles, experiences, identities, reputed company and opinions - while being inclusive of reputed company people Apply Job!