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Company Name : StubHub
Location : Draper, UT 84020
Position : Customer Service Scheduling Analyst
Job Description : Principle Responsibilities and DutiesScheduling:Builds relationships with key groups and individuals Customer Service that are critical to the success of WFMDrives for opportunities for process improvement in your individual scheduling group(s)Forecasts 30 minute interval level distribution of contact volume, AHT & staffing requirementsIdentifies trends and outliers to adjust the volume and AHT distributionsResponsible for maintaining all elements in current scheduling systemCreates optimized schedules and staffing strategies that support a multi-site, multi-channel, and multi-skilled contact center environmentCreate ‘What If’ scenarios to predict scheduling needs for changes in volume and AHTIdentifies issues and opportunities to improve existing plans for daily and interval rangesAbility to balance agents and customer demands and to provide balanced schedule recommendationsReviews scheduling efficiency and provide recommendations for extra hour requirements, shift alignment changes, attrition backfill, etc.Conducts regular schedule efficiency review calls with In House and OS partners; partners with OS teams as well as to advise them of areas of focusReviews and approve vacation requests to meet business objectives, employee requirements, and fixes issuesPerforms regular variance analysis on their given scheduling group(s) (plan vs. plan and plan vs. actual)Provides analysis of key metrics and trends including but not limited to; volume, customer availability, service levels, productivity, etc., and recommend steps to improve the efficiency.Scheduling Real-time Analysis:Evaluates staffing and scheduling adjustments and re-skilling of agents as necessary to maximize financial efficiencyMakes scheduling suggestions and give direction to TL’s regarding customer availability and VTO/availability decisionsPerforms coaching sessions with TL’s to teach proper usage of RTM ToolsAnalyzes agent proficiency effectiveness and utilizationMonitor, analyze, and respond to scheduling real time call center management situations; decide what actions to take, implement the necessary actions to activate, and communicate contingency plans in both high and low call volume times as well as emergency situationsJob Requirements:3+ year’s Workforce Management experience in a multi-site, multimedia call center operationsBS/BA degree or equivalent requiredSolid working and technical knowledge contact center products and servicesExpert in Calabrio Teleopti WFM, Freshdesk, Twilio, Amazon ConnectStrong analytical skillsDemonstrated ability to execute in fast paced work environmentStrong written and oral communication skillsAbility to work flexible hours as needed.Strong interpersonal skills, presentation skills, and ability to work productively with all levels in an organization.Good organizational/time management skills.Job Type: Full-timePay: $58,000.00 – $71,000.00 per yearBenefits:401(k) matchingDental insuranceHealth insurancePaid time offVision insuranceSchedule:8 hour shiftMonday to FridayExperience:scheduling analyst: 3 years (Required)Work Location: One location
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