Workforce Engagement Management (WEM) Ops Analyst

Five9

5d•Hybrid

About The Position

Five9 is seeking an additional member to the Professional Services team. The ideal candidate is a passionate, self-managed individual with a passion for process management and relationship building skills. The ideal candidate is detail oriented and enjoys connecting with the customers and other stakeholders to identify priorities and manage expectations regarding the assignment of trainer or consulting resources and should have a passion for Customer Centric solution design, and an interest in improving and accelerating project deliveries. The Workforce Engagement Management (WEM) Ops Analyst will assist in the coordination and management of WEM, ensuring that tasks are completed on time, within scope, and within budget. This role involves working closely with senior project managers and stakeholders, facilitating communication, managing timelines, and overseeing certain aspects of project execution. The candidate will also contribute to risk management, quality control, and documentation throughout the project lifecycle.

Requirements

1+ year experience of process design
Very strong writing, presenting and communication skills
Ability to learn new technologies & communicate those concepts at a high level
Excellent listening skills
Strong attention to detail
Ability to work independently, managing multiple priorities as required
Highly motivated with a positive, professional attitude

Nice To Haves

Prior Contact Center experience a plus
Strong interpersonal and leadership skills
Ability to multitask and work in a fast-paced environment
Attention to detail and commitment to quality
Project Management Professional (PMP) or PRINCE2 certification
Experience in managing small projects or initiatives
Familiarity with project budgeting and financial tracking
Experience with Monday.com
Experience with Looker
Experience of project tracking in PSA

Responsibilities

Maintain and update internal systems including Monday.com, and associated process documentation
Work with the PM and AM teams to ensure the efficient assignment and management of training and consulting resources.
Ensure seamless hand of too assigned PS resources.
Look at processes to improve visibility of resource availability.
Ensure effective processes for cancellation and reallocation of resources.
Supporting the Training Audit process
Supporting the WFO customer escalation process
Identify opportunities to introduce a “story driven” approach across Five9 consulting services

Benefits

Health, dental, and vision coverage, beginning on the first day of employment.
Five9 covers 100% of the employee portion of the health, dental and vision coverage and shares a high portion of the dependent cost.
Short & Long-Term Disability
Basic Life Insurance
401k saving plan with employer matching.
Access to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy, coaching and self-guided mindfulness exercises for all covered employees and their covered dependents.
Generous employee stock purchase plan.
Paid Time Off
Company paid holidays
paid volunteer hours
12 weeks paid parental leave.
Annual performance bonus
Stock
Other applicable incentive compensation plans.