Drake Software · 4 hours ago
Workforce Analyst
United States
Full-time
Remote
Mid Level
3+ years exp
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Responsibilities
Manage/create schedules that optimize staffing to best meet workload patterns.
Real-time monitoring of queues; support real-time updates of queue/skill assignments as needed to balance service levels across queues.
Enter daily exceptions to schedules and respond to escalated issues and ad-hoc requests.
Track and analyze call arrival and AHT patterns and ensure daily forecasts are accurate and up to date.
Utilize trend analysis to proactively identify areas for continued improvement on phone/queue activities.
Routine evaluation of staffing versus forecast and actioning appropriately to ensure a balance of productivity and service objectives are met.
Consult leaders in planning for all offline activities.
Report and advise on offline activities, service goals, and agent occupancy.
Monitor schedule adherence and alerting team leaders to minimize impact on customers.
Communicate actionable recommendations to leadership related to scheduling and queue management.
Complete root-cause analysis for events impacting service levels.
Facilitate real-time discussions with leaders as required.
Assume and perform other duties and responsibilities as needed.
Qualification
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Required
3+ years’ contact center experience in a WFM managed environment.
2+ years’ experience with a contact center technology; Five9 & Community WFM preferred.
Exceptional communication and interpersonal skills are essential.
Strong mathematical acumen and proficiency in MS Excel required.
Strong troubleshooting and critical thinking skills.
Strong organizational/time management skills and multi-tasking abilities.
Ability to work effectively within a team environment to accomplish goals.
Ability to work well under pressure and meet deadlines with minimal direction.
Ability to work in an environment focused on continuous improvement.
Positive attitude, flexibility and reliability.
Preferred
Experience with Five9 & Community WFM.
Company
Drake Software
Drake Software is a complete professional tax preparation program for federal and state returns, business and individual. It is a sub-organization of Cinven.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Sugata Mukhopadhyay
Group CTO, Drake Software & TaxAct
Company data provided by crunchbase
