Workforce Management Coordinator/Analyst

  • location: Sunnyvale, CA
  • type: Contract
  • salary: $20 - $22 per hour
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job description

Workforce Management Coordinator/Analyst

job summary:
We have a 7 month contract opportunity for a Workforce Management Coordinator/Analyst in Sunnyvale, CA.

Job Description:

Establish and administer an effective quality review process to measure and report all key metrics and KPI's. Establish work procedures and processes that support the company and departmental standards, procedures, and strategic directives. Communicate clear expectations and goals for agent performance and responsibilities. Perform quality monitoring, evaluation and call coaching at team and individual level providing actionable data to improve performance.

Provide performance feedback on a regular basis to Contact Center Leaders. Prepare and communicate quality reports to key internal stakeholders. Identify areas for process improvements and technology investments that will amplify the capabilities of the existing team. Collaborate with management team to ensure data is used to adjust various business processes that contribute to overall client satisfaction such as employee training, call scripts, application improvements, etc.

Administers Quality Assurance software and associated reporting tools. Evaluates a statistical sample of calls, by contact center agents (PSRs), reviews work, and completes checklist makes evaluations. Shares QA rating with PSR supervisors. Identifies training improvements based on trends. Identifies and recommends efficiency and patient experience improvements. Implement and use contact center tools and call volume history to help manage intra-day staffing levels and to determine the most effective methods for staffing adjustments. Monitor and report on agents' actual state vs agents' scheduled state. Provide clear and concise reporting and dashboards of team, skill, and center statistics such as service level, occupancy, interval adherence, and absenteeism at determined frequencies. Manage real-time inbound call traffic to help ensure that service levels are met. Gain an understanding of the technical and business solutions: optimized schedules, forecasts and other tools and present them to management.

Make recommendations to implement improved processes. Gain a mastery of WFM analysis to ensure consistent methodologies are followed to maintain quality. Collaborate with management team to ensure data is used to adjust various business processes that contribute to overall client satisfaction such as employee training, call scripts, application improvements, etc. Administration of Workforce Management (WFM) software and Telephony reporting systems, generates reports, schedules, and manages schedules changes. Track, analyze and report contact center performance with reports from WFM and ACD systems.

Analyze contact center and agent historical performance. Report historical data and trends, develops forecast models. Generates short- and long-term forecasts. Ensure contact centers are properly staffed to meet service level targets. Manages employee information changes in WFM and other systems. Manages agent scheduling process. Manages proactive approval and denial of discretionary activities such as vacations, training and meetings. Leads meetings with management and other analysts detailing previous and current performance and forecasted performance for current and future weeks (identifies risks). Manages staffing, generates new forecasts when forecasts has high deviation from actual

 
location: Sunnyvale, California
job type: Contract
salary: $20 - 22 per hour
work hours: 8am to 5pm
education: No Degree Required
 
responsibilities:
Required Skills:

Previous contact center experience

Proficient in MS Excel, PowerPoint and Word.

Strong analytical and communication skills.

Highly organized and able to manage multiple projects. Self-motivated, must excel in a minimally managed position.

Knowledge of contact center fundamentals.

Previous experience with contact center reporting and QA tools highly desirable

Contact Center/WFM/QA fundamentals and technology

Effective, communicator (written/verbal); with ability to communicate sensitive/tough messages with tact and authenticity.

Proven ability to build relationship

 
qualifications:
Required Skills:

Previous contact center experience

Proficient in MS Excel, PowerPoint and Word.

Strong analytical and communication skills.

Highly organized and able to manage multiple projects. Self-motivated, must excel in a minimally managed position.

Knowledge of contact center fundamentals.

Previous experience with contact center reporting and QA tools highly desirable

Contact Center/WFM/QA fundamentals and technology

Effective, communicator (written/verbal); with ability to communicate sensitive/tough messages with tact and authenticity.

Proven ability to build relationship

 
skills: Required Skills:

Previous contact center experience

Proficient in MS Excel, PowerPoint and Word.

Strong analytical and communication skills.

Highly organized and able to manage multiple projects. Self-motivated, must excel in a minimally managed position.

Knowledge of contact center fundamentals.

Previous experience with contact center reporting and QA tools highly desirable

Contact Center/WFM/QA fundamentals and technology

Effective, communicator (written/verbal); with ability to communicate sensitive/tough messages with tact and authenticity.

Proven ability to build relationship


Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

Qualified applicants in San Francisco with criminal histories will be considered for employment in accordance with the San Francisco Fair Chance Ordinance.

We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.

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