Workforce Management Analyst - Contact Center

Location: Miami
Job Code: 424
# of Openings: 1

Description

Join our dynamic Contact Center Team and make an impact at Bridgevine Inc., the leading provider of customer acquisition solutions for iconic home service brands at the Miami, FL office. We offer an invaluable opportunity to gain exposure to all facets of our business — we work hard and we play hard. And we’ll expect you to do both.

Position Overview

This position will be responsible for the day-to-day operations and functions of all technology platform used to support both the Inbound and Outbound campaigns of the contact center. 

This position reports directly to the Senior Technical Manager of Contact Center Operations.  The Workforce Management Analyst is responsible for collaborating with the operational leadership on the day to day staffing activities, demand forecasting and reporting duties. The Workforce analyst will provide guidance on resource management to ensure optimal delivery of service, drive organizational betterment through Workforce Management, maximize the customer experience and improve metrics.

 

Responsibilities

Oversee daily operations and functions of all Ancillary and Outbound campaigns in our Call Centers; including planning of new programs and calling plans based on Marketing/Business initiatives.

  • Analyzing and incorporating key business drivers, initiatives, and growth into the demand forecast.
  • Compile and maintain Support Agent attributes as it pertains Forecasting and Planning.
  • Monitor and track Inbound/Outbound call and service request/ticket activity.
  • Identify trends or changes in patterns or customer behavior and develop solutions to address.
  • Generate, audit, and optimize schedules globally to ensure optimal coverage across all products and languages.
  • Produce, compile, and distribute weekly forecast to drive key business indicators.
  • Develop and Analyze Center Reporting to ensure optimal performance within the Contact Centers.
  • Collaborate with account owners to document a 6 month rolling forecast.  Utilize current and year over year trends and other trend analysis methods to craft a Daily forecast for each of our 3rd party Call Centers each month.
  • Analyzes past trends, forecasts future volumes, and creates plans to allocate resources to maintain business service levels while minimizing operating costs. 
  • Ensure that we have sufficient capacity to handle our call volume. This includes auditing ports, SIP trunks, Stations and making adjustments as necessary. 
  • Facilitate special projects as assigned. 
  • Assist staff and/or resolve escalated customer concerns. 
  • Responsible for driving and reporting all statistical data in addition to bringing creative ideas that will increase client performance and revenue yield. 
  • Keeps a constant pulse on key metrics.
  • Completes Ad Hoc reporting as required.
  • Execute other tasks as requested by Leadership.

 

Requirements

  • Bachelor's Degree or equivalent call center management experience preferred , 2+ Years Call Center Operations Experience –  including ACD & IVR.
  • Knowledge of Call Center dynamics, staffing strategies, staffing execution, and performance management.
  • Ability to manage many large projects simultaneously. 
  • Expertise in utilizing key metrics to evaluate and recommend best practices for call center operations.
  • Ability to work independently, interpret data, identify trends, and formulate solutions to staffing scenarios.
  • Demonstrate organizational and project management skills.
  • Ability to prioritize and re-prioritize activities, multi-task and follow tasks to completion.
  • Understands call center key metrics and possess strong analytical skills.
  • Inbound & Outbound experience will be a big plus proficient in Microsoft Office including Access, Advanced Excel including by not limited to VLookup and Pivot Tables/Charts, PowerPoint, Word, etc.
  • Results oriented with a strong sense of accountability and urgency.
  • SQL is a big plus.  Some programming experience is a plus to automate tools whenever appropriate.
  • InContact Studio Scripting, Clearview, and CallMiner experiences are a BIG plus.

 

Company Overview

Bridgevine powers customer acquisition solutions through its next generation technology platform.  We thrive in a digital market where product and service supply from leading service brands intersects with residential and SMB customer demand.  Through a blend of online direct marketing and proprietary distribution channels, over 8 million qualifications each month transact in Bridgevine’s vast marketplace.  Participating partners in the telecommunications, cable, satellite, home security, and energy sectors delight in acquiring new customers, building brand loyalty and unlocking new revenue streams.  Our technology platform has generated over $1.9 billion in annual recurring revenue for business partners.

Culture

Bridgevine seeks energetic thought leaders and knowledge workers who thrive on exciting assignments and working alongside smart, humorous and dedicated co-workers. Our roots are firmly planted in our core values, which inspire us every day to be Collaborative, Driven and Inquisitive.

Bridgevine, Inc. is an Equal Opportunity Employer. This position is based out of Miami, FL. No relocation assistance provided.





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