IEX Specialist/Workforce Management Analyst
Total Outsourced Systems, Inc. - Raleigh, NC

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Are you ready for the challenge of implementing workforce management in a contact center that has tripled its size in four years? If you are, we would like to meet you.
We are a rapidly growing contact center with our main facility in Raleigh, NC and a second facility in Ohio. Our clients range from Fortune 100 companies to emerging growth companies and small start-ups. We are looking for a motivated, hands-on, detail focused person to join our management team to manage our workforce management.
Duties and Responsibilities

  • Perform the methodologies for scheduling a multi skill set agent pool
  • Manage performance metrics on an agent, team, and client levels
  • Manage daily scheduling adjustments based on adherence and call volume variances to forecast and work with the account managers, supervisors, and HR to fill gaps caused by unplanned agent absences and contact volume spikes
  • Analyze and report on key client-centric performance metrics
  • Analyze and report on key agent performance metrics
  • Provide reports to management that analyze performance
  • Provide recommendations to account managers and supervisors on performance improvements
  • Work with the account managers to improve business processes
  • Assist in assessing new client opportunities including developing staffing requirements
  • Provide revenue reporting by client
  • Special projects

Proficiencies and Skills

  • Proven experience in workforce management
  • Demonstrable knowledge of WFM software, ideally IEX.
  • Strong proficiency in data analysis and quantification including interpreting statistical data to identify trends and exceptions
  • Ability to translate analysis into actionable solutions
  • Proactive in identify potential problems and working with clients and account managers to develop solutions
  • Effective communication and presentation skills
  • Effective at self managing time and tasks

Work Experience and/or Education:

  • Bachelor’s degree in business or a related field is required
  • Minimum of 2 years experience in a contact center workforce management position

Annual Salary
$35k - 40k