ESSENTIAL JOB FUNCTIONS:

  • ¨ Delivers multiple and varied scheduled reports as required.
  • ¨ Provides ad hoc data mining, reporting and analysis upon request.
  • ¨ Recommends and designs new reports that would benefit the organization.
  • ¨ Makes objective recommendations on analytics and performance strategy to WFM Manager.
  • ¨ Enters all Brand Specialist schedules into the WFM CRM application.
  • ¨ Maintains updated master schedules by program.
  • ¨ Analyzes historical data including average handle time and contact volume.
  • ¨ Serves as a back-up to the Real Time Analyst

SECONDARY JOB FUNCTIONS:

  • ¨ Performs additional tasks as required or assigned.
  • ¨ Assists Manager with any/all projects as required.
  • ¨ Be available for Disaster Recovery support as needed.

JOB REQUIREMENTS:

  • ¨ Must be able to work in fast paced team environment.
  • ¨ Must have strong/expert knowledge of Excel including advanced knowledge of formulas, VBA and pivot tables.
  • ¨ Excellent verbal and written communication skills.
  • ¨ Knowledge of Customer Service Center processes, policies and procedures.
  • ¨ Advanced analytical, critical thinking and problem solving skills.

MINIMUM QUALIFICATIONS:

Education: High School diploma. Some college and/or technical school preferred.

Experience: Minimum of 3 years of prior Workforce Management experience in a reporting role preferred. Verint and Five9 experience a plus. Fully skilled in use of Microsoft Office applications, Excel, Word and Power Point.

JOB SPECIFICATIONS:

Mental Complexity:

Must be able to exercise a significant amount of initiative and judgment. Incumbent is subject to general supervision and direction. Must have the capacity to validate their own work before providing to leadership for consumption. Errors in validation could result in a loss of organizational time, money, and credibility. Job requires close visual and mental alertness.

Working Conditions:

Work is performed under normal office conditions. Job requires a flexible work schedule; department is open 14 hours a day, 7 days a week.

COMPETENCIES:

Communication – Excellent listening skills. Share and solicit feedback. Present ideas in a clear and succinct manner, both verbally and in writing.

Computer skills - Effectively uses the computer and job related software for routine to complex tasks. Must have strong Excel knowledge including Formulas, VBA and Pivot tables

Customer Focus - Demonstrates a sincere, confident professional manner; anticipates customer needs and works to exceed customer expectations.

Problem Solving /Solution Building – Resolves problems not covered by explicit rules or guidelines; adjusts tactics in response to changing circumstances.

Professionalism – Maintains an even temperament. Consistently demonstrates a sense of integrity and ethics. Shows respect and dedication.

Quality Focus – Consistently produces accurate, timely and detailed work.

Job Knowledge – Understands and implements job related policies and procedures. Consistently follows through on assigned tasks.

Motivation Conveys a sense of urgency and drives issues to closure. Shows work commitment, set high standards, works hard to achieve aggressive goals.

Self-Management Demonstrates adaptability and adjusts to multiple demands and shifting priorities. Acts with Integrity-demonstrates sound business ethics and principled leadership. Develops oneself-actively pursues learning and self-development.

Leadership Influences and motivates others, fosters teamwork, steps forward to address difficult issues, provides clear communication and champions change.

Administrative Able to complete all reporting responsibilities and maintain updated spreadsheets and files as required.

Interpersonal Build relationships, displays organizational skills, values diversity, and manages disagreements.

Knowledge Strategy Emphasizes the need to deliver quality service.