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Kobie
Petersburg, FL | Full Time
$75k-99k (estimate)
8 Months Ago
Workforce Analyst
Kobie Petersburg, FL
$75k-99k (estimate)
Full Time | Investment Management 8 Months Ago
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Kobie is Hiring a Workforce Analyst Near Petersburg, FL

Contact Center Analyst - Workforce Management

Who You Are and What You’ll Do:

You are an analytical and strategic workforce analyst, with a passion for excellence in contact center environments. This position will provide operational support and expertise for Contact Center technology, and resource planning.

Your day to day:

  • Manage daily call volume to ensure statistics fall within acceptable levels to meet corporate goals and performance guarantees.
  • Develop and analyze meaningful call center reports by extracting data from various business systems.
  • Facilitates Contact Center reporting while making recommendations to management on real time staffing needs; analyze support metrics and identify trends.
  • Track intraday, daily, weekly, line of business and seasonal call patterns.
  • Interpret, analyze, rate, and make recommendations in relation to call volume, shrinkage, attendance, staffing levels, and attrition to increase the customer experience.
  • Manage time off scheduling while adhering to operating procedures process and tools.
  • Scheduling all contact center off phone activities while analyzing forecasting.
  • Monitor staff production, performance, queue, and agent performance while making recommendations to improve service levels and efficiencies.
  • Support continuous improvement to achieve consistently excellent client and employee satisfaction; identifies and recommends improvements in processes, procedures, and tools usage.
  • Communicate and provide feedback effectively to contact center management team.
  • Ensure all tools, processes and procedures are properly documented.
  • Identify root causes of issues and make recommendations to minimize future occurrences.
  • Assist with payroll processing oversight.
  • Protect company proprietary and confidential information.
  • Other duties and tasks as assigned.

Knowledge, skills, and experience to be successful in this role:

  • Strong analytical and deductive reasoning skills.
  • 5 years of Workforce Planning experience required.
  • 5 years of call center operations experience required.
  • Strong background supporting the use of ACD and workforce planning software. Verint and Five9 experience is required.
  • Experience in support of customer service and technical environment preferred.
  • Strong proficiency in MS Excel

Education:

  • Bachelor’s Degree required.

Job Summary

JOB TYPE

Full Time

INDUSTRY

Investment Management

SALARY

$75k-99k (estimate)

POST DATE

07/08/2022

EXPIRATION DATE

02/20/2024

WEBSITE

kobie.com

HEADQUARTERS

SAINT PETERSBURG, FL

SIZE

200 - 500

FOUNDED

1990

TYPE

Private

CEO

MATTHEW FREY

REVENUE

$50M - $200M

INDUSTRY

Investment Management

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About Kobie

Kobie Marketing is a loyalty marketing firm that delivers end-to-end strategy, technology and program management solutions.

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