Workforce Management Intraday Analyst

Job not on LinkedIn

🔥 16 minutes ago

🇲🇽 Mexico – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

🧐 Analyst

👻 Ghost score 10%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

• Just posted.
• Jobs at this company usually fill in 72 days.
• No salary listed.

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Hootsuite

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2008

📣 Marketing

☁️ SaaS

👥 B2C

💰 $50M Debt Financing on 2018-03

Marketing • SaaS • B2C

Hootsuite is a leading social media management platform that helps businesses and organizations maximize their online presence across various social media channels. Offering features like social media scheduling, analytics, and content creation, Hootsuite enables users to automate and streamline their social media activities. It provides tools for social listening and engagement, allowing businesses to manage social media interactions effectively and gain insight from data analytics. Hootsuite is ideal for businesses looking to improve their social media efficiency and impact, providing a centralized dashboard to monitor and manage online activities.

📋 Description

• Monitor real-time production activities for Hootsuite’s globally distributed Customer Support team • Monitor customer traffic across support channels and adjust staffing to maintain coverage during peak volumes and seasonal shifts • Monitor production team schedules and work states, identify adherence issues, and support corrective action • Administer workgroup queue assignments based on skill set, language, and coverage models • Create and maintain production schedules and update them based on planned and unplanned shrinkage • Prepare and distribute intraday and historical performance and staffing reports to operations management and internal stakeholders • Support root-cause analysis of missed SLAs and forecast variances • Inform operational management decisions regarding overtime, vacation, and non-production activities • Assist leadership with contingency plans to maintain staffing during emergencies • Perform other related duties as assigned

🎯 Requirements

• Up to 2 years of workforce forecasting and scheduling experience in a contact center environment • Bachelor’s degree in a related field • Previous experience working with workforce management technologies preferred: Playvox (AgyleTime), NICE WFM, Genesys Cloud CX, Calabrio ONE, Verint WFM • Experience using Zendesk, Salesforce Service Cloud, Amazon Connect Customer, Google Suite (Docs, Sheets, Slides), and AI based platforms • Advanced proficiency in spreadsheet software • Contact center reporting and metrics preferred • Experience developing and analyzing reports to support business cases • Ability to clearly convey thoughts in writing and verbally, listen attentively, and ask clarifying questions • Ability to prioritize important issues, opportunities, tasks, and decisions • Organized and logical approach to solving complex problems and identifying root causes

🏖️ Benefits

• Accommodations will be provided as requested by candidates taking part in all aspects of the selection process.

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