Workforce Analyst

See's Candies, Inc. • Carson, CA

50d

About The Position

This position is responsible for providing Automatic Call Distributor (ACD) and Workforce Systems administrative and analytical support for the Customer Contact Center. Responsibilities include forecasting Contact Center volumes and measuring/reporting individual agent performance to ensure appropriate staffing and labor expense is efficiently and effectively managed. The pay range for this position at commencement of employment is expected to be between $75k-$83k per year; however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience.

Requirements

• 5+ years' experience as Workforce and ACD analyst or ACD administrator in a contact center/customer service center, preferably in a retail/catalog/web contact center.
• Conceptual understanding of hardware, software and network infrastructure for ACD environment.
• Excellent communication skills for collaboration with Systems & Operations, Contact Center leadership, ACD vendor & outsource vendor.
• Proficiency in ACD system navigation for maintenance of tables, moves and changes, use of standard reports.
• Excellent organizational and analytical skills to efficiently perform work force management duties on a timely basis.
• Expert Level: Microsoft Office Suite skills: Excel & Word required; Access desirable.
• Proven ability to learn new technologies quickly and manage change efficiently, proactively and in a positive manner.

Responsibilities

• Key knowledge holder of the ACD functionality, equipment, reporting, connectivity, toll free numbers, messaging and other ACD system features.
• Coordinates reporting, systems and equipment needs with Contact Center leadership in support of business needs.
• Provides analyses and ad-hoc reporting of Contact Center performance based on real-time and historical data.
• Ensures schedules meet service objectives and make best use of resources.
• Responsible for implementing load balancing to maintain appropriate occupancy and utilization levels for the Contact Center.
• Maintain ACD tables for accurate call routing, optimum customer service and reporting.
• Ensures equipment is in working order following any required maintenance or replacement schedules.
• Develops and implements contingency staffing models. Coordinates Contact Center Management to identify opportunities for service improvements and cost efficiencies.
• Stays current with various customer contact tools such as Chat/SMS with service level measures applicable to See's customers.
• Coordinates recommendations for new tools with Marketing & Contact Center leadership, aligned with business plans.
• Utilizes creative methodologies and self-developed tools to forecast and create capacity plans in the absence of sophisticated workforce management tools.
• Monitors real-time Contact Center performance statistics, adding/adjusting schedules to secure staffing requirements and tracking.
• Identifies and researches service level risks for problem resolution and management notification.
• Performs special projects as assigned by management.
• Responsible for identifying opportunities to enhance technology and innovation that will improve departmental effectiveness.
• All See's staff must be committed to the company's core principles and workplace values, including diversity and inclusion.

Benefits

• full range of generous medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Food Manufacturing
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees