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
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.
Seniority level
Not Applicable
Employment type
Full-time
Job function
Project Management and Information Technology
Industries
Banking
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