WFM Real - Time Analyst
QuinceSalary not specified
- Full Time
- Junior (1 to 2 years)
Not SpecifiedCompensation
Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
Transportation & Logistics, Construction, Energy, Field Service, Manufacturing, Food & Agriculture, Food & Beverage, Retail, Public SectorIndustries
Requirements
The Senior Workforce Analyst requires a minimum of 3 years of working experience in workforce management, the ability to manage reporting and stakeholder visibility into WFM key Metrics (KPIs), and working knowledge of process management & documentation. Experience with Workforce Optimization platforms (WFO) such as NICE, Genesys, Calaberio, Verint, or Playvox is preferred, along with experience in Contact Center domains like Customer Support, Customer Success, and Professional Services. Additionally, the candidate must be authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations.
Responsibilities
As a Senior Workforce Analyst, you will provide support to operational staff remotely, ensuring smooth delivery of Quantitative SLAs/KPIs through efficient workforce management. You will prepare all operational reports, including Client/Internal SLA reports, Daily & Real-Time adherence reports, and manage Crisis/Outages, restricting operations. Additionally, you will develop and align customer/internal facing SLA’s and KPIs with Delivery Leadership, create interactive dashboards & reports using BI tools such as Tableau on historical data for data-driven decision making to maintain business KPIs, perform volume forecasting and staff scheduling according to the forecast, coordinate with Post Sales leadership to ensure a proper plan is created and executed to meet service level requirements, manage staff attendance and traffic controlling (breaks and queue setting), and monitor real-time customer contact volumes and escalate any abnormalities or adherence issues along with suitable solutions. Review real-time staff levels and adjust active schedules as needed.
Skills
Data Analysis
Business Intelligence
Tableau
Workforce Management
KPI Reporting
Forecasting
Dashboard Creation
Operational Reporting
Problem-Solving
Motive
Enhances broadband services for providers
About Motive
Motive focuses on enhancing the customer experience for broadband service providers. They offer a strategy called the High Leverage Network, which helps service providers simplify their offerings, making it easier for customers to buy, own, and use their services. This approach allows providers to fully utilize their networks to improve business outcomes and stand out in a competitive market. Unlike other companies, Motive emphasizes continuous innovation as a key differentiator, enabling service providers to create a more personalized and engaging experience for their customers. The ultimate goal of Motive is to help service providers deliver a superior customer experience that drives loyalty and business success.
Key Metrics
Austin, TexasHeadquarters
1871Year Founded
IPOCompany Stage
Data & Analytics, Enterprise SoftwareIndustries
51-200Employees