Workforce Analyst

Work is Sweet! 'Quality without Compromise' is not just a motto at See's Candies. It is the most important ingredient in our recipe for success. See's Candies has been in business since 1921 and maintains a reputation for producing the highest quality candy and providing superior customer service. See's is a leader in the confectionary industry with over 250 retail shops across the USA. We are seeking friendly, enthusiastic individuals who are passionate about providing great customer service. Job Description Summary: This position is responsible for providing Automatic Call Distributor (ACD) and Workforce Systems administrative and analytical support for the Customer Contact Center. Responsibilities include forecasting Contact Center volumes and measuring/reporting individual agent performance to ensure appropriate staffing and labor expense is efficiently and effectively managed. The pay range for this position at commencement of employment is expected to be between $75k-$83k per year; however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. Job Description: POSITION RESPONSIBILITIES: Key knowledge holder of the ACD functionality, equipment, reporting, connectivity, toll free numbers, messaging and other ACD system features. Coordinates reporting, systems and equipment needs with Contact Center leadership in support of business needs. Provides analyses and ad-hoc reporting of Contact Center performance based on real-time and historical data. Ensures schedules meet service objectives and make best use of resources. Responsible for implementing load balancing to maintain appropriate occupancy and utilization levels for the Contact Center. Maintain ACD tables for accurate call routing, optimum customer service and reporting. Ensures equipment is in working order following any required maintenance or replacement schedules. Develops and implements contingency staffing models. Coordinates Contact Center Management to identify opportunities for service improvements and cost efficiencies. Stays current with various customer contact tools such as Chat/SMS with service level measures applicable to See’s customers. Coordinates recommendations for new tools with Marketing & Contact Center leadership, aligned with business plans. Utilizes creative methodologies and self-developed tools to forecast and create capacity plans in the absence of sophisticated workforce management tools. Monitors real-time Contact Center performance statistics, adding/adjusting schedules to secure staffing requirements and tracking. Identifies and researches service level risks for problem resolution and management notification. Performs special projects as assigned by management. Responsible for identifying opportunities to enhance technology and innovation that will improve departmental effectiveness. All See’s staff must be committed to the company’s core principles and workplace values, including diversity and inclusion. MINIMUM QUALIFICATIONS: 5 years’ experience as Workforce and ACD analyst or ACD administrator in a contact center/customer service center, preferably in a retail/catalog/web contact center. Conceptual understanding of hardware, software and network infrastructure for ACD environment. Excellent communication skills for collaboration with Systems & Operations, Contact Center leadership, ACD vendor & outsource vendor. Proficiency in ACD system navigation for maintenance of tables, moves and changes, use of standard reports. Excellent organizational and analytical skills to efficiently perform work force management duties on a timely basis. Expert Level: Microsoft Office Suite skills: Excel & Word required; Access desirable. Proven ability to learn new technologies quickly and manage change efficiently, proactively and in a positive manner. The total compensation package for this position may also include other elements, in addition to a full range of generous medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors. See's is an EOE See’s will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable local, state or federal law (including San Francisco Ordinance #131192 and Los Angeles Municipal Code 189.00). Welcome to See's Candies where every career choice is as delightful as our candy! Whether you're a seasoned professional or just starting your journey, you've come to the right place to satisfy your career cravings. From crafting irresistible confections to spreading joy to customers, every role at See's Candies is a chance to make a difference and leave a lasting impression. Apply now and join our extraordinary team dedicated to making life a little sweeter, one chocolate at a time. Your next sweet adventure starts here! Like a Box of Chocolates, we believe that variety is the spice of life, and it takes many unique individuals working together to reach our common goals. At See's, teamwork is the secret ingredient. For over 100 years, See's Candies has been dedicated to making candy Mary See's way; helping to make the world a sweeter place, one piece of candy at a time. See's has grown from one shop to over 240 shops across America, plus a flourishing online store, without ever compromising on the best tasting, highest quality candy around.

Salary : $75,000 - $83,000