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Workforce Management Analyst

1 month ago

Scottsdale, United States Bakkt LLC Full time
Job DescriptionJob Description

About Us

Founded in 2018, Bakkt builds technology that connects commerce.

Our vision is to connect the digital economy by offering one ecosystem for cryptocurrency and digital assets, loyalty, and commerce. We enable our partners and clients to deliver new opportunities to their customers through SaaS and API solutions that unlock crypto and drive loyalty, powering engagement and performance.

Come build with us.

The Senior Workforce Analyst works to improve workforce management effectiveness by scheduling, budgeting and forecasting for a fast growing, cutting edge 24/7 crisis intervention, and behavioral health information & referral hotline operation. Successful candidates will also implement and optimize the usage of Workforce Management tools within a multi-channel contact center environment.

The Senior Workforce Analyst is responsible for foundation knowledge and execution of closely monitoring historical data and trends, creating short-term as well as long-term forecasts for volume, handling time, shrinkage, attrition, and hiring plans.

Key Responsibilities:

  • Provide ongoing Call Center operational analysis, advance planning and scheduling while identifying and implementing changes as necessary to improve the level of quality and efficiency as measured by key business indicators
  • Determine where operational efficiency can be improved across levels and business units.
  • Determine the optimal off-production activities based on shrinkage, adherence, and occupancy history of call centers.
  • Establish consistent, accurate, efficient, and effective reporting solutions based on high-level business objectives.
  • Work collaboratively with other team members to develop comprehensive scalable data solutions which support cross-functional needs.
  • Drive process improvement for client businesses to enhance visibility and accessibility to relevant information.
  • Develops staff plans, including attrition to ensure service level targets are met with most effective team member / business process outsourcer utilization
  • Tracks and reports on historical performance, trends, and leverages this data to build most accurate forecasts for all channels
  • Maintains timely updates and recommendations for incoming staffing analysis projects
  • Complete what-if analysis, risk assessment and sensitivity analysis on plans on a regular basis
  • Develop creative solutions to solve staffing related challenges
  • Partners with Marketing, Sales and Product team to understand upcoming initiatives and apply inputs into forecast model
  • Manages forecasting standard operating procedures
  • Provides daily support for intraday and scheduling staff and administers training, as needed
  • Knowledge of call flow analysis and design.
  • Other duties as assigned

Qualifications:

  • Preferred Bachelor's degree in a related discipline and 4 years' experience in a related field.
  • Experience within a contact center environment required. 3 years of Workforce Management experience preferred.
  • Must possess effective communication and process management skills.
  • Demonstrated ability to perform in a collaborative team environment with peers and stakeholders.
  • Knowledge of various computer applications including experience with business support applications such as MS Office (Word, Power Point and Excel) required.
  • Advanced understanding and application of forecast, scheduling, and intraday methodologies.
  • Advance capacity planning skills.
  • Strong interpersonal, presentation, and collaborative skills to collaborate effectively with teams throughout the organization.
  • Advance knowledge of eWFM tools.
  • Strong Project management skills.
  • Other duties as needed or required.
  • Requires physical ability and mental acuity to execute the duties of the position successfully within required timeframes to meet business requirements.
  • Bachelor's degree in a related discipline and 4 years' experience in a related field.
  • Experience within a contact center environment required. 3 years of Workforce Management experience

­Bakkt is devoted to having diversity in its workforce and is proud to be an equal opportunity employer. Bakkt does not make any employment decisions based on race, color, religion, sex, national origin, veteran status, disability, age, sexual orientation, gender identity of any other characteristic protected by law. Must successfully pass a post-offer background check and drug screen.