Contact Center Workforce Analyst

Overview

Contact Center Workforce Analyst

Can you have stability with a high impact on multiple businesses across the country? Can you be in a recession-resistant, truly essential business and use your contact center knowledge to help transform companies? Can you use your contact center and workforce knowledge to improve the experience of thousands of customers a day? Can you work with a team that is focused on teamwork, support, and development? 

Yes, you can.

Job Summary

You will run point on workforce management activities for customer service operations as well as the overall customer experience including: forecasting and trending call volume in partnership with Customer Service Managers, and setting-up new teams on workforce management tools to maximize efficiency and KPI achievement. You will analyze trends and use the information gathered to recommend headcount, ideal shifts, as well as timing for off-phone activities for consolidated call centers to help move the needle for customer experience in multiple trusted brands. 

That is a lot! So, to do all of this, you have the balance of workforce management experience, strategic thinking, project management and analytical abilities to drive improved customer experience as well as a people-first mindset in driving top performance. You enjoy being able to critically evaluate information gathered from multiple sources, and train Customer Service leaders on how to have the best possible customer experience.    

Interested?  This role will be filled soon, so read on and if you qualify and have a passion to excel – let us know!

Responsibilities:

• Overall administration maintenance of Verint tool including ensuring CSR and CSM profiles and organizations, as well as historical and forecasted call volumes are accurate.
• Oversee and manage actions to minimize planning variances including making decisions on allocation of resources, priority of volume and channel, engaging reserve teams to maximize customer experience, and service levels.
• Monitor real-time adherence to schedules for call center associates, demand and staffing variances and assist Call Center leadership with front line accountability.
• Oversee and manage disaster recovery events such as technical outages, application failures, unanticipated closures, and escalates to appropriate stakeholders as needed.
• Use solid understanding of key business indicators such as response time, efficiency, occupancy, and optimization metrics and productivity to make decisions for the company.
• Drive continuous improvement to customer experience and workforce management processes through trend reporting analysis and metrics management.
• Share responsibility for improving critical contact center and business metrics including appointment bookings per call, membership plan sign ups, cancelations, adherence, quality, and customer satisfaction.
• Educate partners on how to best use Workforce Management contact center tools.
• Establish and maintain partner relationships through credibility of ideas and recommendations. Become a trusted partner.
• Assist Call Center leadership to put in place and write new processes and SOPs that drive customer experience first and efficiencies second.

Qualifications:

• Bachelor’s degree preferred
• 5 years of contact center omnichannel experience preferred
• 5 years of Workforce Management experience required. Recent Verint experience strongly preferred.
• Strong understanding of contact center operations and KPIs as well as contact center demand workload, staffing, and scheduling
• Highly effective analytical, project management, prioritization, multi-tasking, and time management skills to meet deadlines
• High attention to detail and quality standards
• Excellent communication skills both verbal and written
• A well-defined sense of diplomacy, including solid negotiation, conflict resolution, and people management skills
• Experience and highly proficient with all Microsoft Office applications specifically
• Ability to present to groups at all levels within the organization.

Apex Overview

Apex Service Partners (the “Company”) is a group of leading residential services businesses that conducts HVAC, plumbing and electrical work for residential home-owners. We were founded in 2019 with a mission to build a partnership of like-minded world-class service providers to build an industry leading national platform.

Apex focuses on leveraging the power of people to build a strong network of industry leaders who can share resources, best practices, and expertise in order to deliver unparalleled service to customers and opportunities for employees.

Rewards

You’ll enjoy a full suite of benefits including Medical, Dental, Life, Vision and other insurance, an excellent match on 401k up to 4%, and the opportunity to make a difference.  The right candidate will be offered a competitive compensation package including bonus, based on performance and is preferably a hybrid position in Tampa Florida with occasional travel as we expand across the country.

EOE