Constant Contact, Inc.
Workforce Management Real Time Analyst
Constant Contact, Inc., Waltham, Massachusetts, United States, 02254
This position reports to the Senior Manager of Workforce Management (WFM). Provides Workforce Management Real Time data analysis and recommendations to complex business challenges, utilizing IEX Total View Workforce Management tool and other workforce management techniques for Customer Support. Build strong internal and external relationships, and communicate effectively at all levels.
What you’ll do:
Provide Real Time (RTA) support to all areas we support. This includes inbound/outbound calls, emails, back office and chat.
Maintenance of IEX Total View workforce management tool which includes staff and forecasting alignment, vacancy management, and interactions between IEX and service center representatives.
Provide reporting to the management team that helps drive optimum resource utilization and evaluates staff performance in comparison to expectations set in budgeted staff models.
Work within an existing high performing team to deliver high quality standard reporting with recommendations.
Builds successful interpersonal relationships with business partners, leadership team across the organization.
Works with peers and leaders across divisions to meet service level agreements.
Who you are:
Preferred experience including utilization of Workforce Management Technology.
1 to 2 years of call center experience.
Strong analytical, problem resolution skills.
Strong organizational and time management skills
Ability to grasp new concepts and ideas quickly
Strong attention to detail, process, deadlines and quality results
Self-challenged to think of unique approaches, respond rapidly to changing conditions, and take risks as appropriate to meet strategic direction.
Knowledge of Microsoft products specifically excel.
Solid initiative, driven self-starter; able to work independently and manage results.
Understand details and operational realities.
Strong analytical skills.
Strong communication skills, both written and oral.
Collaborative and with the ability to work on cross-functional teams effectively.
Positive attitude, flexibility and ability to work within tight time constraints or various schedules as needed.
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What you’ll do:
Provide Real Time (RTA) support to all areas we support. This includes inbound/outbound calls, emails, back office and chat.
Maintenance of IEX Total View workforce management tool which includes staff and forecasting alignment, vacancy management, and interactions between IEX and service center representatives.
Provide reporting to the management team that helps drive optimum resource utilization and evaluates staff performance in comparison to expectations set in budgeted staff models.
Work within an existing high performing team to deliver high quality standard reporting with recommendations.
Builds successful interpersonal relationships with business partners, leadership team across the organization.
Works with peers and leaders across divisions to meet service level agreements.
Who you are:
Preferred experience including utilization of Workforce Management Technology.
1 to 2 years of call center experience.
Strong analytical, problem resolution skills.
Strong organizational and time management skills
Ability to grasp new concepts and ideas quickly
Strong attention to detail, process, deadlines and quality results
Self-challenged to think of unique approaches, respond rapidly to changing conditions, and take risks as appropriate to meet strategic direction.
Knowledge of Microsoft products specifically excel.
Solid initiative, driven self-starter; able to work independently and manage results.
Understand details and operational realities.
Strong analytical skills.
Strong communication skills, both written and oral.
Collaborative and with the ability to work on cross-functional teams effectively.
Positive attitude, flexibility and ability to work within tight time constraints or various schedules as needed.
#J-18808-Ljbffr