LiveOps Inc.

  • Workforce Management Analyst

    Job Locations US-AZ-Scottsdale
    ID
    2018-1151
    Talent Acquisition Demand
    1
    Category
    Operations
  • Overview

    As Liveops continues to grow we are always looking for talent in our Workforce Management group.  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 Forecasting Analyst II, you will upload schedules, forecast media, maintain forecast shapes, and ensure adherence to metrics.

    Responsibilities

    • Upload/Forecast media for clients
    • Reformat schedules to make them acceptable to Liveops forecasting systems
    • Run reporting to represent actual expected forecasts based on past performance of programs and media
    • Maintain forecasts for assigned Enterprise/Customer Service and internal forecast shapes and adjust to ensure constant high service levels
    • Report performance for assigned programs on a regular basis
    • Identify problems and report to manager for escalation to other departments
    • Consult with manager to continuously improve processes for optimal forecasting capabilities

    Qualifications

    • Minimum 3 year experience in WFM
    • 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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