What are the responsibilities and job description for the WFM Analyst position at TACTACAM?
At Tactacam, we are a rapidly growing and market-leading outdoor products and technology company. With over 500,000 active customers worldwide and an expanding product line, we offer exciting opportunities for career growth and personal development. Join us at Tactacam, where innovation, adventure, and limitless possibilities await!
Job Overview:
As a Workforce Management Analyst in Customer Service, you will play a pivotal role in enhancing the efficiency and effectiveness of customer service operations and scheduling. This multifaceted position requires a combination of analytical prowess, attention to detail, and strong communication skills. Our WFM Analyst will own current scheduling and forecasting to ensure proper CS coverage across all brands. Providing forecasting and reporting across all brands and ensuring our systems are up to date and agents are on boarded and trained in their scheduling. Working collaboratively across different teams within the organization, you will be instrumental in identifying opportunities for improvement and implementing solutions to elevate the overall customer service experience.
Responsibilities:
WFM and Data Analysis: Analyzing current scheduling and coming up with solutions for additional staff and Saturday coverage. Providing forecasting for additional staffing and staffing planning.
Reporting: Generating regular reports on scheduling and forecasting of shifts, including key performance indicators (KPIs), to assess the effectiveness of customer service operations.
Process Improvement: Collaborating with cross-functional teams to identify and implement process improvements that enhance the overall customer experience.
Requirements Gathering: Working with stakeholders to gather and document business requirements related to customer service initiatives.
Documentation: Creating and maintaining documentation for customer service scheduling, processes, procedures, and workflows.
Quality Assurance: Monitoring and ensuring the quality of customer scheduling and reporting.
Technology Utilization: Utilizing customer service and business analysis tools and technologies to streamline processes and improve efficiency.
Communication: Effectively communicating findings, insights, and recommendations to both technical and non-technical stakeholders.
Requirements:
Analytical Skills: Strong analytical and problem-solving skills to interpret data and draw meaningful conclusions.
Communication Skills: Excellent verbal and written communication skills for effective interaction with various stakeholders.
Team Collaboration: Ability to work collaboratively with cross-functional teams to achieve common goals.
Attention to Detail: Strong attention to detail to ensure accurate data analysis and reporting.
Technology Proficiency: Familiarity with customer relationship management (CRM) systems, data analysis tools, and other relevant technologies.
Adaptability: Ability to adapt to changing business requirements and priorities.
Customer Focus: A customer-centric approach with a focus on improving the overall customer experience.
1-2 years experience in scheduling and forecasting is a plus
1-2 years experience in WFM software preferred
Extensive experience managing datasets, formulas, and creating interactive dashboards.
For internal applicants the applicant must have been a senior agent for 6 months.
Comprehensive Benefits Package:
Our benefits include Medical, Dental, and Vision coverage to ensure your well-being. Plan for the future with our 401k plan and take time off to recharge with PTO. We've got you covered with Disability Insurance and Life Insurance too!
Location Limitations:
Please note at this time, we are not accepting applications from candidates based in Alaska (AK), California (CA), Connecticut (CT), Delaware (DE), Hawaii (HI), Massachusetts (MA), Montana (MT), New Hampshire (NH), New Mexico (NM), New York (NY), Oregon (OR), Vermont (VT), Washington (WA), Washington, D.C. (DC), Illinois (IL), or Wyoming (WY). We encourage candidates from other locations to apply for our open positions.
Equal Opportunity Employer:
Tactacam is an equal opportunity employer and does not discriminate against any applicant or employee based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, or any other protected status. We are committed to providing a fair and inclusive work environment for all, and we encourage individuals of all backgrounds to apply for our open positions. If you require reasonable accommodation during the application process, please let us know, and we will be happy to assist.
