The Care team is focused on supporting our broad ecosystem of customers, shoppers, retailers, and internal stakeholders through direct support and scalable solutions. We are a service-centric and analytics-driven team that thinks upstream to implement solutions that delight our community, improve performance, and scale through better automation, process and product experience.
The ideal Workforce Intraday Analyst is a fantastic and experienced workday analyst with experience managing intraday staffing needs (care agent, team lead, and special teams) in a high volume, fast-paced contact center setting.
ABOUT THE JOB
2+ years of Intraday management (verint exp preferred)
Evaluate daily staffing needs based on unplanned events or excess call volume during peak times and make adjustments to compensate for variances.
Monitor and manage daily needs, both scheduled and ad-hocked in multi-site, multi-skill environment
Analyze Staffing to identify real time gaps and scheduling needs to achieve daily and monthly service level standards.
Monitor intraday performance of contact center. Provide real-time feedback to organizational leadership to ensure awareness of trends and correct times for coaching and special projects
Maintain professionalism and represent WFM in an appropriate manner in all interactions with customers, coworkers, management and support groups.
Manage email/ticket cases and ensure all queues are distributed amongst the CSR’s and worked in a timely manner.
Determine staffing needs required to handle all workload
Interface with IT departments on reporting and tracking system issues.
Train and develop interns/new hires for all responsibilities
Projects and additional duties may be assigned as needed
Strong work ethic, dependability and flexibility are required
Strong computer skills (including MS Excel, Word and Access)
Knowledge of Verint, Ujet, and Zendesk software is a plus
Knowledge of Falcon process and procedures (call back queue management) is a plus.
Strong interpersonal and relationship management skills
Ability to work productively in a fast-paced operations center environment
Ability to communicate effectively with associates and all levels of management
Multi-task and detail oriented with ability to work with little supervision
Ability to work within deadlines and strict timeframes