Job Summary:

Under general supervision, the Customer Service Workforce Analyst (CSWA) is responsible for the daily efforts to provide a great customer and employee experience by effectively delivering real-time (intra-day) management with the purpose of optimizing resources to achieve business objectives. This includes the functions of forecasting, scheduling, reporting, real-time monitoring and technology administration.

 

Job Expectations:

  • Accurately forecast daily contact volumes, productivity, and staffing requirements for all queues across all channels including managing shrinkage.

  • Analyze global (US, Philippines, South Korea, Shanghai, Poland, Russia, Ukraine and Upwork) contact center staffing, metrics and performance to ensure proper staffing and scheduling commensurate with service level goals on an hourly, daily, weekly and monthly level.

  • Completes root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness.

  • Create and maintain long-term scheduling process to ensure optimal utilization for all contact center resources including center-wide skills-based schedule creation, bids/changes and vacation allocation.

  • Individual will be working independently without supervision and making real-time decisions to effectively allocate resources to ensure customers are provided with a best in class experience.

  • Schedule offline activities (e.g., team meetings, coaching sessions, trainings) in accordance with forecasted service levels.

  • Assist in the creation and delivery of accurate, detailed, timely and user-friendly reports/dashboards for senior leaders, directors, managers and agents to ensure the goals of the organization are met.

  • Partner with contact center operations leadership team to ensure understanding of service level management objectives and improvement plans which may include delivery of contact center management training and presentations.

  • Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency, customer satisfaction and team member satisfaction.

  • Collaborate with WF Manager on identifying opportunities to further optimize our global (US, Philippines, South Korea, Shanghai, Poland, Russia, Ukraine and Upwork) workforce.

  • Responsible for all reporting efforts for senior leadership - financial, workforce management and Zendesk.

  • Individual will be a Subject Matter Expert who will serve as a central point of contact for training and troubleshooting.  

  • Individual is an essential part since the organization is pivoting to a center of excellence.

  • New agents schedules will be created by this individual to ensure the best use of resources.

  • Assist with Zendesk administration for bug fixes and enhancement requests.

  • Perform other duties and assignments as directed

 

The duties and responsibilities described above may provide only a partial description of this position.  This is not an exhaustive list of all aspects of the job.  Other duties and responsibilities not outlined in this document may be added as necessary or desirable, with or without notice.

 

Knowledge, Skills, and Abilities:

   Required:

  • Self-motivated and able to work independently and manage multiple tasks concurrently, including complex projects

  • Strong Technical and Analytical skills.

  • Ability to prioritize tasks and work autonomously in a fast-paced, ever-changing environment

  • Self-motivated and ability to work independently with minimum supervision

  • Excellent customer service, communication, and problem solving skills.

  • Knowledge of customer service principles and practices

  • Proven ability to learn new tools, techniques and skills

  • Advanced knowledge of Excel and other Windows based programs (Word, PowerPoint, etc.)

  • Willing to work weekends if needed

 

Experience Requirements:

Experience using contact center technologies (e.g. Verint, Monet or other WFM software and systems).  Experience in Zendesk and Confluence preferred.

 

Education Requirements:

Bachelor's degree in data analysis, information systems, communications or a combination of education and equivalent experience.

 

Judgment/Reasoning Ability:  Able to identify, troubleshoot and resolve problems quickly using sound judgment, poise and diplomacy.  Ability to use judgment and reasoning skills, and determine when to escalate issues, as required, in a timely manner.

 

Physical Demands (Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)  While performing the duties of this job, the team member is regularly required to:  sit frequently, use hands and fingers, bend, stoop and reach with hands and arms, walk on level surfaces, reach above shoulder height, reach below the waist, lifting as required to file documents, store materials and office equipment throughout the workday.  May include lifting up to 25 pounds (proper lifting technique required).

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At iHerb, we are dedicated to offering programs designed to help our employees and their families stay healthy, live well and plan for the financial future. Built on a strong foundation, our programs provide options and upgrades with flexibility, protection, and security in mind. Below is a snapshot of the benefits we offer our team members.  For a more comprehensive listing, visit www.iHerbBenefits.com. 

  • Medical Care: Starting in 2021, iHerb covers 100% of the associated cost for medical benefits
  • Dental and Vision benefits
  • Safe Harbor 401(k) + company match (100% of the first 6% of the employee’s contribution)
  • Company-paid Term Life Insurance
  • Short and Long Term Disability
  • Flexible Spending Account (for qualifying expenses)
  • Pet Insurance
  • Voluntary Supplemental Benefits
  • Education Reimbursement Programs
  • Professional Development and Job Training
  • Wellness Programs with opportunity to earn up to $300 per year


We strive for innovation, targeted at delivering a customer-centric experience while transforming the online shopping experience. We change direction and define ourselves in the idea that individually we are incredible but united our growth is infinite and paramount to our success. iHerb strives to be the global industry leader!

iHerb is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. iHerb provides equal employment opportunities to all applicants for employment and prohibits discrimination and harassment.

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