Faculty Group Practice WFM Real Time Analyst Based in Las Vegas

Position Summary:

We have an exciting opportunity to join our team as a FGP WFM Real Time Analyst. In this role, the successful candidate is responsible for in-depth analysis of events and activities within the Customer Experience Center utilizing data from multiple sources and identifying trends, issues and opportunities for improvement. Recommendations will be expected in appropriate areas, including, but not limited to: service level achievement, workforce optimization, process improvements, maximizing revenue opportunities and root cause analysis on transaction types and system effectiveness. Collaboration and reporting skills will also be required. Overall responsibilities include: Customer Experience Center overall operational effectiveness, Performance analysis, and impact reporting, Trend analysis, and performance assessment, Standards and measurement, Report generation, and improvement recommendations

Job Responsibilities:

• Identify business trends in the Center utilizing data from multiple systems and sources (Cisco, SalesForce, VERINT and various internal systems).
• Support other Workforce Analysts when required in other business units or locations, in workforce planning and intraday management as needed
• Work with Financial Analyst when evaluating recommendations to identify cost, ROI and other budget considerations
• Respond to requests for information/reports or analysis from Center and enterprise personnel
• Distribute information in a timely manner to appropriate personnel across the enterprise regarding trends and issues that are identified within the Center
• Assist in assessing impact of events and activities within the Center related to the Centers ability to meet performance objectives and customer experience requirements
• Work closely with Contact Center Operations Group, aligning technology, systems and processes for improvement
• Evaluate, and create reports - innovatively utilizing multiple data streams to identify and resolve issues related to improving Contact Center performance and the customer experience
• Develop technical and/or non-technical solutions to business needs and changes by gathering, compiling and reviewing information and data

Additional Position Specific Responsibilities:Primary Interactions: Access Center staff including Contact Center Workforce, Quality, and Training Teams, Financial Analyst, Directors, and Center Management Team, Field and enterprise personnel as needed. Competencies: Position requires strong technical, communication and management skills and extensive experience in business analysis, preferably within a Contact Center environment. Strong analytical abilities. Ability to conduct statistical analysis. Excellent interpersonal, oral and written communication skills. Ability to work with all levels of the organization. Strong PC skills. Ability to manage multiple tasks. Understanding of call center metrics, tools and technologies.

Minimum Qualifications:

To qualify, a college degree is preferred, with a minimum of four (4) years experience in a business analysis/operational planning function required.

Experience within a contact center environment required.

Experience using a workforce management tool required.

Experience managing data streams from multiple sources including telecommunication systems (Cisco), VERINT Systems, SalesForce.com and all internal systems (EPIC)

Vacancy caducado!