Workforce Management Analyst

Job Description

Workforce Management Analysts at Varo are responsible for timely and accurate forecasting. You will also be responsible for building schedules based on those forecasts to meet service levels and provide a positive customer experience. Analytical skills are required to build and regularly generate reports pertaining to a variety of contact center efficiencies.

What you'll be doing

• Monitor call center trends to predict staffing requirements
• Real-time monitoring of agent performance and service levels
• Create & maintain agent schedules
• Daily / Weekly / Monthly reporting on a variety of call center metrics across all relevant customer channels
• Assist in creating applicable policies and procedures
• Document existing WFM processes
• Work with HR, Recruiting, and Finance to create hiring forecasts
• Manage PTO, VTO, and other time off requests for operations
• Manage real-time alerts based on volume or customer-impacting issues
• Perform weekly/monthly/quarterly audits covering a range of tools & applications
• Manage shift bidding and all notifications required to support that process
• Schedule a variety of meetings/training relevant to our employees and do that with an understanding of volume and the possible impacts

You'll bring the following required skills and experiences

• Must be comfortable working weekends, shift is Sat-Wed
• Understanding of contact center metrics
• Experience with WFM systems like: CXone WFM, inView, Amazon Connect and Airtable
• Strong spreadsheet experience with both Google Sheets, Excel, and Google Studio
• Ability to independently and as part of a team
• Polished written and oral communication skills
• Organizational skills with the ability to prioritize and meet deadlines
• Ability to work in a fast-paced and rapid growth environment with constantly evolving practices

$25 - $27 an hour For cash compensation, we set standard ranges for all US-based roles based on function, level, and geographic location, benchmarked against similar-stage growth companies. Per applicable law, the salary range for this role is $25 - $27 per hour. Final offer amounts are determined by multiple factors as well as candidate experience and expertise and may vary from the identified range. Apply for this job