LiveOps Inc.

  • Sr Workforce Management Specialist

    Job Locations US-AZ-Scottsdale
    Talent Acquisition Demand
  • Overview

    Are you looking to join a progressive and growing company with immediate and future growth opportunities?  Want a new challenge, with an industry model that has and will continue to change the contact center landscape?  Come join us.  We are hiring for several spots in Workforce Management at all levels of prior experience.  We are currently hiring for real time analysts, data analysts, and WFM leadership roles.


    Our 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.   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.


    • Subject matter expert on internal systems and technology, providing first level analysis support for Community Operations.
    • Having a solid understanding of LiveOps database with the ability to quickly pull information and provide guidance to other users throughout the company, including basic analysis as required
    • Project-manage initial program and campaign setup, and maintaining these during ongoing operations. This includes QAing relevant work done outside of WFM, and providing quality accurate work for items under WFM responsibility
    • Support ongoing call center operations


    • Four years’ experience in WFM 
    • Excellent communication skills across channels
    • Ability to prioritize needs and requests received from multiple internal partners
    • High level of attention to detail
    • Ability to think outside of existing options and find new solutions
    • Strong Excel Proficiency
    • High level of confidence in the work performed. The specialist should be comfortable identifying when a request is not feasible or needs to be re-worked, and explaining so clearly at various levels
    • BA/BS, or equivalent experience

    Workers in this position will be in a general office environment and required to sit, stand, walk, bend, stoop and lift 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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