About Us

Navis and Revinate have joined forces, forming one of the largest and most innovative providers of direct revenue-generating solutions in the hospitality industry. Revinate's mission is to deliver hoteliers scalable direct revenue and profits from data-driven solutions that cultivate deeper relationships with guests. NAVIS' Direct Booking Platform helps capture, convert and retain guests with strategies and services that maximize direct booking revenue. This combination maximizes the lifetime value of each guest through personalized and targeted campaigns across the guest journey.

Role Overview

The Workforce and Analytics Manager is responsible for the tactical and strategic management of the Revinate Contact Center. This includes improving scalable operating procedures, implementing industry best practices, accurately forecast and optimize daily staffing to achieve desired service levels, and providing analytical insight to drive the overall performance and profitability of the Contact Center.  The Workforce and Analytics Manager is also responsible for leading the WFM department and being a key senior leader on the Contact Center Leadership Team.

Top Three Outcomes for Year One

  1. Lead team to achieve internal employee engagement scores of 8.5 or above
  2. Meet annual service level, revenue, and profitability goals
  3. Optimize all WFM processes and reporting

What You’ll Do

  • Establish and achieve projected daily service levels
  • Analyze Contact Center data to determine trends and patterns, build forecasts and offer solutions to drive profitability
  • Develop and implement solutions, tools, and resources to support the growth of the Contact Center
  • Work closely with Contact Center Leadership to assist in all aspects of managing the Contact Center
  • Create, coach and lead the WFM team and carry out management responsibilities in accordance with the organization’s policies and applicable laws

Position Location 
Remote US Based 

What You’ll Bring

  • Bachelor’s Degree or equivalent work experience
  • Five-ten (5-10) years of Contact Center workforce software experience is required
  • Mastery of scheduling processes and automated software such as eWFM, RTA, CMS
  • Analytical skills, problem resolution skills, business partnering skills and the ability to manage multiple tasks at one time

People Describe You As

  • A strong servant leader, easily connects with others, very methodical with prioritization and decision making, organized and data seeking, very effective at building strong relationships with others and knows how to balance the needs of the business with the needs of employees
  • Extremely proficient in analyzing data, tracking patterns/trends, and building mathematical forecasts and enjoys (one would say has fun) working with data!

Excited?!  Want to learn more? Apply Now!

Our Core Values:

Customer Love -- When the customer wins, we win

One Tribe -- United and strong, on a single mission together

Speak the Truth -- Feedback is a gift - we all improve faster this way 

Make it Simpler -- Apply it to everything we do

Hungerness -- Feel it, follow it - be relentless about our success

NAVIS/Revinate is an Equal Opportunity Employer (EOE)

 

 

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