Contact Center Analyst

Req ID: 414924

Address: 10601 N Pennsylvania Ave. Oklahoma City, OK, 73120 

BASIC PURPOSE: 

The Contact Center Analyst will serve in a Contact Center environment responsible for all WFM tasks within the Customer Engagement department. Key responsibilities will include attendance and scheduling functions and delivering real-time/short-term/long-term forecasting for staffing optimization for multiple departments.

MAJOR RESPONSIBILITIES:

• Manages changes to scheduling to ensure adequate daily resource coverage.
• Maintain running report of attendance incidents.
• Monitor attendance and schedule adherence.
• Analyze PTO submissions and approve/deny based on their effect on operations.
• Processes management requests for modifications of scheduling events (meetings/training, etc.).
• Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.
• Provide real-time monitoring via available tools (Calabrio, Cisco, etc.)
• Maintain constant communication with Contact Center teams to coordinate needed staffing adjustments based on current and forecasted results.
• Produce call volume reports and projections on a daily, weekly, monthly and annual basis for multi-function operation.
• Provide daily/intra-day performance reports to leadership.
• Other related duties as assigned.

EDUCATION AND EXPERIENCE:

• Education:
  • • HS Diploma or equivalent required
• Experience:
  • • Complete understanding of overall operational activities including phone, email, chat, community and social media support
    • Must have a strong working knowledge of Excel and other Windows based programs (Word, PowerPoint, etc.), and can organize/analyze data in a structured manner.
    • Capacity Planning experience is preferred.
    • Minimum of two years of experience in performing WFM functions (specifically real-time management) in a multi-department/site contact center environment required.
    • Ability to perform forecasting in a contact center environment and schedule to those needs is a must.
    • Experience with WFM software (Verint, NICE, Calabrio) that includes real-time adherence preferred.

SKILLS AND PHYSICAL DEMANDS:

• Skills:

• Customer Focus: must demonstrate competency in dealing with all levels of employees /management and building strong relationships with teams and all organizational customers.
• Functional/Technical Skills: must possess strong quantitative, analytical and technical aptitude skills
• Drive for Results: must possess the ability to work under pressure, meet deadlines and be accountable for performance.
• Time Management: must be able to multi-task, be detail oriented and demonstrate strong organizational skills.
• Written Communication: must possess the ability to effectively, accurately and concisely convey thoughts and concepts, and provide information to all organization customers.
• Problem Solving: must demonstrate the proactive ability to find and define problems, understand business impact, identify solutions and provide recommendations.
• Decision Quality: must possess the ability to work independently, establish priorities and demonstrate good judgment skills.
• Learning on the Fly: must be willing and able to take the initiative for learning, increasing knowledge and improving skills in a self-directed manner to improve performance.
• Dealing with Ambiguity: ability to adapt and excel as a team player in a fast-paced and change-oriented environment.
  • Proficient in all Microsoft Office products
  • Fully knowledgeable in Customer Service Software

• Typical Physical Demands:
  • • • Requires prolonged sitting, some bending and stooping
      • Occasional lifting up to 25 pounds
    • Manual dexterity sufficient to operate a computer keyboard and calculator
    • Requires normal range of hearing and vision

Job Function(s): Corporate

Love’s Travel Stops & Country Stores is the industry-leading travel stop network in the United States. For more than 55 years, we’ve provided customers with highway hospitality and “Clean Places, Friendly Faces.” We’re passionate about serving drivers with clean, modern facilities stocked with fuel, food and supplies. We offer meals from popular restaurant chains, trucking supplies, showers and everything needed to get back on the road quickly. The Love’s Family of Companies includes:

• Gemini Motor Transport, one of the industry’s safest trucking fleets
• Speedco, the light mechanical and trucking service specialists
• Musket, a rapidly growing, Houston-based commodities supplier and trader
• Trillium, a Houston-based alternative fuels expert