Create and maintain a capacity plan for the contact center that includes short and long-term workload forecasts, including providing staff allocations required to meet the contact center goals.
Ensure Service Level targets are managed and achieved.
Prepare insight-driven reporting for leadership to inform scheduling forecasts, agent performance management, and operational efficiency.
Perform continual analysis of current performance, utilizing historical trends, and conduct frequent re-forecasting to make necessary adjustments in staffing plans to achieve service level goals and business objectives.
Compare Key Performance Metrics (KPIs) on a daily, intra-day, weekly, monthly, and annual basis to understand the root cause of variation.
Support the Centivo Member Care Team using data and root cause analysis make recommendations to process changes to improve SLAs and improve operational efficiency.
Collaborate with end-users and operational partners to identify business needs and ensure implementations meet business requirements and address prioritized needs.
Lead the development and analysis of departmental reports to identify trends and drive performance improvements in the contact center.

Requirements

Bachelor’s Degree Required
5 years in Workforce Management and/or Forecasting
Proficiency in SQL
Proficiency in Tableau, Power BI or other BI tools creating dashboards and tools that drive insights and actions
Advanced MS Excel skills
Experience working in a Contact Center, including experience with metrics needed in a Contact Center.
Experience measuring time performance for a larger customer service team of 20 agents or more
Experience with WFM platforms required (e.g., Amazon Connect, Five9/VO, NICE InContact).

Benefits

Offers Equity
Offers Bonus

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

SQLTableauPower BIMS ExcelWorkforce ManagementForecastingData AnalysisPerformance MetricsRoot Cause AnalysisCapacity Planning

Soft Skills

CollaborationLeadershipCommunicationAnalytical ThinkingProblem SolvingInsight-driven ReportingOperational EfficiencyTrend AnalysisPerformance ImprovementStaff Allocation