WFM Analyst 1

WFM Analyst 1 are responsible for the daily performance of the contact center as measured against forecast and expected key performance metrics. In this role, you’ll be creating and influencing staffing recommendations for SimpliSafe and vendor staffed resources to ensure both service level and key performance indicators are achieved on a daily & interval level basis. Other responsibilities will include operational, procedural, and data analysis requests to achieve service level objectives, improve efficiencies, and deliver exceptional customer experiences. 

Job Description

This role provides in-the-moment data to our primary customers, the Operations team. WFM Analysts are at the forefront of contact center activity and provide insights to improve/streamline processes using data as the basis for change.

This person will provide departmental support including but not limited to;

  • Use NICE IEX Workforce Management to generate staff requirements, identify and close staffing risks with internal and partner contact center staff 
    • Analyze intraday call arrival, handle times, and off-phone time patterns to identify future risk, then recommend and influence mitigation actions
    • Create schedules that address anticipated demand needs to achieve service levels while delivering for agent flexibility 
    • Preschedule off-phone time to support business, management, and agent needs
  • Collaborate and facilitate cross-functional meetings with internal operations and outsource partners to 
    • Raise issues regarding Staffing, Call Volume/Abandonment, and Agent Productivity/Performance
    • Understand recent performance and address upcoming needs
    • Create tools and insightful reports to identify outliers across multiple metrics
    • Evaluate performance across sites and facilitate best practices
    • Reduce friction by educating frontline leaders on how to best leverage NICE IEX tool 
  • Intra-team collaboration with manager to 
    • Develop new scalable processes, policies, and tools
    • Share best practices and grow together
    • Assess and document rules for inputs into scheduling software, including shrinkage and PTO allotments

Job Requirements

The following are required for this position;

  • 1+ year experience with a WFM Platform such as Genesys, Aspect, NICE, or similar
  • Ability to work a flexible schedule (Sun-Thu or Tue – Sat) 1st Shift
  • Proficiency with Microsoft Office (Excel, Word, PowerPoint) or Google Suite
  • Strong analytical skills, super-curious to dive into trends individually and collaboratively
  • Ability to innovate in a highly ambiguous environment
  • Ability to work collaboratively within a team and across departments, and maintain a positive attitude
  • Strong interpersonal skills, presentation/facilitation skills, and ability to work productively with all levels
  • Ability to demonstrate effective verbal and written communication skills

Preference will be given to candidates who have the following:

  • Proven workforce management experience and strong knowledge of call center operations
  • Proven experience with WFM applications, NICE IEX, Genesys, Aspect, Verint, Pipkins, IEX
  • Strong Excel skills, and solid working knowledge of Word, PowerPoint
  • Self-starters who are driven to solve problems to create what’s possible 

If based in VA, must be eligible for certification as an electronic security employee, which requires submitting your fingerprints to the Virginia Department of Criminal Justice Services (DCJS) for use in conducting a national criminal records search and a Virginia criminal history search and final certification approval from DCJS.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.  Likewise, we are committed to full support of qualified individuals in hiring and employment. In keeping with this commitment, we will work with qualified individuals with disabilities to assess whether a reasonable accommodation may be provided to perform the essential functions of their role, absent undue hardship. If a reasonable accommodation may be needed to fully participate in the job application or interview process, to perform the essential functions of a position, or to receive other benefits and privileges of employment, please contact people.operations@simplisafe.com.

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