Constant Contact is seeking a Workforce Management (WFM) Analyst to join our team. This role will support forecasting, scheduling, and real time management across our Customer Operations organization to support our Constant Contact brand at our office in Waltham, MA. Within the role, you will be serving more than 650,000 small businesses and nonprofits worldwide, all while jumpstarting your career in a fun, fast-paced environment.
RESPONSIBILITIES: Produces call capacity forecasts based on past trends of historical data on a daily, weekly, monthly and annual basis for multi-site, multi-channel operation.
Creates and/or maintains short and long-term staffing models and provides recommendations based on analysis.
Creates and manages schedules that optimize staff to best meet service level goals and customer demands.
Works closely with contact center leadership and other business partners to schedule training and other off phone activities.
Monitors intraday performance of contact volume and staffing levels across multiple locations, ensuring service level performance.
Provides daily/intra-day performance reports to leadership
Serve as a lead resource while working with key stakeholders across the organization to identify Customer Operations reporting and data needs.
Gather requirements and provide reporting and analytical proposals to support the organizations ongoing needs.
REQUIRED EXPERIENCE: 3+ years of experience in workforce management, customer support operations, and real-time analytics Must have a good working knowledge of Excel. Prior experience with workforce management tools required. IEX preferred. Excellent communication, leadership, and analytical skills required. Supporting 11-7pm ET Hours of Operation.