Best Buy · 9 hours ago

Workforce Management and Operations Analyst

New York, NY

Full-time

Remote

Mid Level

3+ years exp

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Responsibilities

Provides real-time monitoring via existing tools and workforce management techniques to drive workforce adherence

Communicates agent call performance data to leadership, escalating discrepancies and issues to drive quick resolutions and maximize resource efficiency in support of KPIs, ABA, and business objectives

Regularly audits and maintains integrity of workforce systems data including agent profiles, roster/directory information, and processing of requests

Effectively manages team schedule by processing time off requests, call outs, shift-swap requests, monitoring attendance line and voicemail, and regularly auditing and reporting for accuracy and adherence trends to drive optimization

Facilitates Team operations and logistics including ordering equipment, onboarding, training, managing INC tickets, User Acceptance Testing planning and execution, updating the DS Events tracker, and handling compliance requests

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Call Center MetricsWorkforce ManagementGenesys CloudMicrosoft SuiteProject Management CertificationMS CRM Dynamics

Required

3 years of experience working in a metrics driven call center

3 years of experience in a Workforce Management or equivalent role

3 years demonstrated experience and proficiency working with Genesys Cloud and/or other WFM systems

3 years demonstrated experience and proficiency supporting team operations functions

Intermediate level knowledge and experience with Microsoft Suite including Excel Word, Teams, PowerPoint, Visio, etc.

Preferred

Bachelor’s degree preferred

Additional Workforce management or project management certification preferred

Demonstrated experience in an administrative support role

Experience with MS CRM Dynamics and/or other lead management systems

Demonstrated mathematical skills

Demonstrated experience effectively communicating with multiple stakeholders

Experience working in a fast-paced environment, effectively prioritizing multiple tasks at once and applying problem solving and decision-making skills when faced with ambiguity

San Antonio TX, Novi MI, and Reno NV, preferred locations