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Workforce Management Real Time Analyst
2 months ago
At Constant Contact, we are seriously awesome people who take ownership and make an impact by operating with the mindset, integrity and courage of a small business owner. There's something so profoundly rewarding about knowing that your work is empowering people everywhere to pursue their dreams. Here, we all play an integral part in helping business owners, entrepreneurs, non-profits and individuals to succeed by giving them all the help and tools they need to grow online. We're energized by new challenges and new possibilities-and we're just getting started
This position reports to the Senior Manager of Workforce Management (WFM). Provides Workforce Management Real Time data analysis and recommendations to complex business challenges, utilizing IEX Total View Workforce Management tool and other workforce management techniques for Customer Support. Build strong internal and external relationships, and communicate effectively at all levels.
What you'll do:
- Provide Real Time (RTA) support to all areas we support. This includes inbound/outbound calls, emails, back office and chat.
- Maintenance of IEX Total View workforce management tool which includes staff and forecasting alignment, vacancy management, and interactions between IEX and service center representatives.
- Provide reporting to the management team that helps drive optimum resource utilization and evaluates staff performance in comparison to expectations set in budgeted staff models.
- Work within an existing high performing team to deliver high quality standard reporting with recommendations.
- Builds successful interpersonal relationships with business partners, leadership team across the organization.
- Works with peers and leaders across divisions to meet service level agreements.
- Preferred experience including utilization of Workforce Management Technology.
- 1 to 2 years of call center experience.
- Strong analytical, problem resolution skills.
- Strong organizational and time management skills
- Ability to grasp new concepts and ideas quickly
- Strong attention to detail, process, deadlines and quality results
- Self-challenged to think of unique approaches, respond rapidly to changing conditions, and take risks as appropriate to meet strategic direction.
- Knowledge of Microsoft products specifically excel.
- Solid initiative, driven self-starter; able to work independently and manage results.
- Understand details and operational realities.
- Strong analytical skills.
- Strong communication skills, both written and oral.
- Collaborative and with the ability to work on cross-functional teams effectively.
- Positive attitude, flexibility and ability to work within tight time constraints or various schedules as needed.
Pay Transparency - All Full Time Employees
$19.42-$24.48 USD
Why You'll Love Us:
- We celebrate one another's differences. We are proud of our culture of diversity and inclusion, and we're always working hard to strengthen and improve this culture. We have programs in place that bring us together on important issues and provide educational opportunities for all employees.
- Join the experts. If you're passionate about supporting businesses and organizations, you won't find a better spot to share your talent. We're dedicated to improving the quality of our product from a customer standpoint and have a true desire to enable the success of businesses, non-profit organizations, and community groups.
- You'll have opportunities to grow your career. We encourage and support our team members to learn different aspects of the business, take on stretch assignments, seek coaching opportunities and professional development opportunities.
- A generous paid time off policy and a competitive benefits package that supports the health and well-being of you and your family
At Constant Contact, we're all about work flexibility and are proud to serve our customers as a hybrid workforce. Our hybrid work model combines the convenience of remote work with access to our great office locations to collaborate in-person, participate in live trainings, and socialize with colleagues.
Application Deadline: 30 days. We may fill this job opening prior to the deadline if a candidate is selected by us.
Constant Contact is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, genetic information, veteran status or any other status protected under applicable law. If you require accessibility assistance applying for open positions, please contact talentacquisition@constantcontact.com.
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
Notice to Recruiters and Staffing Agencies:
Constant Contact has an internal talent acquisition department and designated career site for individuals looking to join our team. Constant Contact will not accept unsolicited resumes from any external recruiters, staffing firms, search agencies or any fee-based referrals. Any unsolicited resumes sent to directly to Constant Contact, in any capacity will be considered property of Constant Contact. Constant Contact will not pay a fee for any placement resulting from the receipt of an unsolicited resume.
