Senior Analyst, Service Excellence

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 real-time analytics and workforce management strategies. You will analyze complex data sets, monitor real-time performance metrics, and provide actionable insights to drive operational efficiency and enhance customer satisfaction. The ideal candidate will have extensive experience in a complex contact center environment, strong analytical abilities, and a proven track record of leveraging real-time data to drive strategic decisions.

Key Responsibilities: ? Ensure effective operations and achievement of performance goals. ? Develop and implement real-time monitoring strategies and tools to optimize workforce utilization and enhance service delivery. ? Analyze real-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 real-time insights. ? Drive the development and maintenance of real-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 real-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, related field (Master?s degree preferred). ? 7 + Years of Robust WFM Complex 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 real-time analytics and workforce management. ? Ideal candidate will be familiar with strategic yet creative contingency levers that may improve the seller experience while simultaneously protecting the business. ? Strong technical expertise to include robust excel knowledge ? this may include various contact center calculations and or formulas. ? Expertise in workforce management software (e.g., IEX, Verint, Genesys, 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 real-time monitoring. ? Be inspirational, and influence with interpersonal skills - possess the ability to motivate and inspire 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 clearly and persuasively to stakeholders at all levels 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 make quicker decisions, 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 success. We use our campuses to collaborate and be together in person, as business needs require and for development and networking opportunities.

Job Type: Full-time

Pay: $70,000.00 - $95,000.00 per year

Benefits:
? 401(k)
? Dental insurance
? Health insurance
? Paid time off
? Parental leave

Schedule:
? 8 hour shift
? Day shift
? Monday to Friday

Application Question(s):
? Are you within 50 miles radius of Bentonville, AR?
? Are you within 50 miles radius of San Bruno, CA?
? Are you within 50 miles radius of Hoboken, NJ?
? Are you within 50 miles radius of Salt Lake City, UT?
? Are you within 50 miles radius of Seattle, WA?

Experience:
? Workforce management: 7 years (Required)
? Call center management: 3 years (Preferred)

Work Location: Remote

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