What are the responsibilities and job description for the Contact Center Workforce Management Analyst position at D.H. Pace Company, Inc.?
Job Description
Job Description
DH Pace Company, Inc. is looking to hire a Contact Center Operations Support Analyst for our team in Olathe, KS. The Contact Center Operations Support Analyst plays an essential part in optimizing the Company’s Contact Center operations. This role combines expertise in Workforce Management, Reporting and Analytics, and Knowledge Management to enhance performance. It requires strong analytical skills, proficiency in data analysis, proactive problem-solving, and the ability to manage multiple priorities effectively.
Are you ready to make a significant impact in our Contact Center? We're looking for a passionate Operations Support Analyst who thrives on data and collaboration!
Job Duties include, but are not limited to :
- Forecast & Schedule : Manage labor resources to keep our Contact Center running smoothly.
- Dashboards & Reporting : Create custom dashboards to track KPIs and support data-driven decisions.
- Collaborate & Communicate : Work with various teams to align initiatives with operational needs.
- Maintain SOPs : Develop and uphold departmental Standard Operating Procedures.
- Change Management : Communicate upcoming initiatives or product changes to the Contact Center.
- Other duties as assigned.
What We’re Looking For :
Become part of a supportive and innovative team where your insights will drive performance and operational excellence. If you’re excited about optimizing processes and enhancing customer experiences, apply today!
Why DH Pace?
DH Pace Company is a distribution, construction and service organization offering a complete range of door and door related products and commercial security products. The company is privately owned and has been in operation over 95 years! We have 50 US offices in 24 states with 2024 company-wide sales over $1 billion.
Benefit Summary :
Successful completion of references, employment verifications, background check, and drug screen required in advance of hire
DH Pace Company, Inc. does not accept unsolicited resumes from search firms or agencies. Any resume submitted to any employee of DH Pace Company, Inc. without a prior written search agreement will be considered unsolicited and the property of DH Pace Company, Inc. Please, no phone calls or emails.
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