Senior Analyst, Customer Support

Job Description Summary

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Castlight Health is hiring a full-time WFM Real Time & Reporting Specialist to join our top-notch Customer Support team in our Sandy, UT office to provide our users with outstanding service as we scale our operations. We are looking for an analytical individual to help create and manage daily schedules for our support team of 100-150 Guides. The WFM Real Time & Reporting Specialist will also be responsible for real time intraday management, as well as responding to ad-hoc reporting requests from various stakeholders.

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How Will You Make An Impact & Requirements

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• Create and Publish Daily Schedules for Call Center team of 75 agents
• Intraday Management of service levels for all queues at all sites
• Real Time monitoring of agents' performance from all sites
• Have real time communication with the Support Operations leadership when changes need to be made.
• Update and send reports related to agent and customer performance to appropriate stakeholders
• Build and maintain strong relationships with operations leaders and key stakeholders in the business to ensure shared objectives are met
• Review and process PTO/VTO/OT requests in real time as needed
• Perform other ad-hoc reporting as business needs require.
  
  

Qualifications

• 2-3 years of experience in a call center environment
• Experience with Workforce Management tasks and processes desirable
• Experience with Excel, Word, and PowerPoint
• Experience with Five9 Workforce Management Software (experience with other SaaS Workforce
  
  

Management tools desirable)

• Demonstrates the ability to use data to effectively tell a story.
• Proven strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment
• Demonstrates effective problem solving-proactively able to gather the right data to the right sources, to consult and inform long term plans.
  
  

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Compensation

$55,660.00

to

$69,575.00