Job Overview

Via has a great opportunity for a Real-Time Analyst for WFM supporting our Lehi, Utah Site.  This individual will be responsible for collaborating with cross-functional peers and multiple levels of leadership to balance productivity and performance across site and with remote contact center agents.   

Responsibilities and Duties

  • Coordinating agent activities with operations in a way that achieves the customer experience as well as meets business needs
  • Monitor real-time volume in a multi-skill contact center environment, identify emerging trends and measure impact to the business
  • Send out daily staffing projection reports.
  • Update schedule changes and key daily exception requests.
  • Execute short-term adjustments to schedules and ensure integrity of data within our systems by maintaining profiles and accurately accounting for time.
  • Ensures that all reports originating from the department are accurate and reliable.
  • Through curiosity, research anomalies and delve into the ‘why’ behind the data.
  • Creates a positive work environment that fosters successful team performance.

Qualifications

  • To effectively support our business, candidates for this role must be proactive, work independently, be detail oriented, and have a strong analytical mind.
  • Working knowledge of and ability to speak to WFM/contact center metrics and terminology.
  • 2+ years of work experience in a contact center or 1+ year of WFM experience.
  • 1+ year experience with workforce systems such as; Injixo, Aspect eWFM, Avaya CMS, IEX, Genesis, Teleopti, and/or Verint/Blue Pumpkin.
  • Intermediate level of experience with Google Sheets and MS Excel (i.e. creating spreadsheets, v-lookups, pivot tables, etc.)
  • Ability to work a flexible schedule, including nights, weekends, & holidays.

Benefits

  • Top of the market healthcare benefits, 401k matching, and PTO
  • Trips to New York for top performing agents to see and use the service
  • Flexible Scheduling
  • Opportunities for advancement
  • Office within walking distance of the FrontRunner
  • Gym Reimbursement

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