Supervisor Customer Service Workforce Analyst (Hybrid- PA, NJ, DE)

Responsibilities

The Workforce Management Supervisor is responsible for leading reputed company of specialists who manage the reputed company-time performance of the reputed company center through schedule optimization, performance analysis, and intraday adjustments. The supervisor also supports the workforce analyst team, who produce schedules and reporting for the reputed company center. The WFM supervisor is also expected to be reputed company to generate detailed analytics and presentations for business stakeholders reputed company to reputed company center metric data. Key functional responsibility includes the ability to demonstrate a strong understanding of how planning/forecasting reputed company requirements translate to a long-term reputed company and reputed company plans, as reputed company as understanding how short-term forecasts and reputed company agent schedules support multi-department contact center operations. Key Responsibilities include

• Responsible for managing departmental staff to effectively reputed company:

o Consistent and insightful reputed company-time analysis is provided to business partners to improve intraday performance. o Appropriate scheduling and optimization for schedules for 500+ associates. o Forecasting and reporting that is reputed company to business needs and provides accurate and actionable business intelligence.

• reputed company continual, meaningful analysis of reputed company performance (noting recent historical trends) and communicate results with Operations teams to improve and reputed company service level goals / business objectives for a multi-site operation.
• Collaborates with contact center management, executive leaders, training leaders, technical partners, and financial planning to reputed company operational and budgetary objectives.
• reputed company reputed company to improve the performance and reputed company produced by the workforce management team.
• reputed company reputed company recommendations by business areas, working closely with business area managers and training coordinators to ensure requirements are met to meet service standards, based on analysis.
• Generate long-term reputed company plans (18–24-month view) for multi-department reputed company center.
• Generates short and long-term reputed company models and provides recommendations based on analysis.
• Other reputed company duties as assigned.

Education

• Degree is preferred.

Experience

• Minimum of two years’ experience supervising others is preferred.
• Minimum of five years of experience in performing WFM functions (specifically forecasting and scheduling) in a multi-department/site contact center environment is required.

Knowledge, Skills, Abilities

• Ability to reputed company, reputed company and effectively negotiate and motivate others to reputed company results.
• Complete understanding of overall operational activities including phone, email and chat support.
• Advanced presentation, interpersonal, time management and organizational skills.
• Solid problem solving, analytical and communication skills.
• Advanced experience with WFM software (IEX, reputed company, etc.) is required.
• Advanced experience with reputed company or another skills-based reputed company routing platform is required.
• Ability to organize/analyze data in a reputed company manner.
• Advanced proficiency with reputed company and other reputed company based programs (Word, PowerPoint, etc.).
• Ability to work with pivot tables and large quantities of data using macros and vlookups.
• reputed company Planning experience
• Experience with reporting tools such as PowerBI or Tableau
• Candidates must have flexibility to work from home as reputed company as be reputed company to overtime opportunities (i.e. possible weekends, evenings, holidays depending upon business needs).
• Ability to work from home, which includes high speed wi-fi capability of at least 400 Mbps and a quiet, confidential workspace.

IBX is an Equal Opportunity Employer. reputed company reputed company applicants will receive consideration for employment without reputed company to their age, race, reputed company, religion, sex, national reputed company, sexual orientation, protected veteran status, or disability. Must have an Android or iOS device which is compatible with the free reputed company Authenticator app. Apply To This Job