LiveOps Inc.

Workforce Management Analyst

US-AZ-Scottsdale
ID
2017-1062
Talent Acquisition Demand
1
Category
Operations

Overview

The Workforce Management Team is the heart of Operations and responsible for all LiveOps clients Call Forecasting, Scheduling, Pooling/Routing, Analytics and Agent Need-Capacity Planning.  This is while ensuring all client metrics are met. As a WFM Analyst, you will handle Bugs and all WFM related analysis regarding Forecasting, Pooling and Scheduling while interacting with Account Executives, Program Managers and Talent Acquisition Teams.

Responsibilities

  • Create and update long term and short term call forecasts weekly on all assigned line groups / skill sets
  • Use available data to perform performance analyses of call center agents and identify predictors of success
  • Master proprietary online analysis tools to support ongoing call center operations
  • Provide reporting and analysis on key call center metrics including agent capacity planning, utilization/productivity, service levels and agent performance
  • Perform historical analysis on call trends and apply results to new call forecasts
  • Develop and suggest routing and scheduling strategies to improve performance on client programs
  • Explain and justify analysis and configuration to other internal groups

Qualifications

  • Minimum 2 years’ experience in WFM
  • Ability to understand and explain complex symptoms
  • Excellent writing and communication skills
  • Ability to work closely with and service multiple internal groups
  • Strong data analysis ability with high level attention to detail
  • Ability to think beyond pre-determined options to develop new solutions
  • Proficient in Excel
  • Thrive in fast paced environment with tight deadlines
  • BA or BS degree or equivalent work experience required

Workers in this position will be in a general office environment and required to sit, stand, walk, bend, stoop and lift up to 50 pounds while operating office equipment and conducting daily duties.

 

 About LiveOps:

 

Liveops delivers an on-demand skilled workforce of onshore virtual agents for customer service and sales. With no call center, overhead or wasted idle time, our pay-per-use model scales to meet seasonal or time of day spikes in demand.

 

More than 400 organizations across service industries including retail, health care, insurance and telecom trust Liveops to deliver an enterprise-grade workforce, with faster program readiness, increased revenue, and greater customer satisfaction scores than traditional call centers.

 

LiveOps offers a culture of teamwork, passion and fun!  We offer outstanding benefits including insurance, 401k match, and a generous PTO plan.

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