Great Virtualworks
  • Fort Lauderdale, FL, USA
  • Full Time

Medical, Dental, Vision, 401-k, Paid Time Off, Holiday Pay, Monthly Product Samples


Great VirtualWorks is changing the way companies think about call center services. Great VirtualWorks provides a virtual platform to connect primarily work-at-home service professionals. Great VirtualWorks is a virtual contact center company who has a full-scale virtual platform and created the presence in marketplace for the call center workforce. We have a large network of Independent Business Owners (Certified Specialists) who operate their companies all over the nation to support our clients. Great VirtualWorks platform has enabled flexible customer contact solutions for numerous companies all over the nation, uniquely blending innovation, technology and operational efficiencies to deliver an enhanced customer experience for our clients.

 The purpose of this position is, but not limited to serving as a subject matter expert in the discipline of workforce management. This role is responsible for providing direction, forecasting, statistical modeling, scheduling, and post-performance analysis to ensure consistent achievement of KPIs based upon historical trends, seasonal patterns, significant events (ie- media times, major releases, etc.) and agent performance.  The Analyst will use reporting tools, applications, and/or queries to create and configure new reports, also perform modifications and enhancements on existing reports based on evolving business requirements. Validate and test reports to ensure accuracy and quality.

Responsibilities:

  • Analyzing trends relative to scheduling and schedule staff accordingly to ensure optimal cost effectiveness, operational efficiency and service delivery.
  • Coordinate ongoing activities with Finance and Media teams related to headcount (variance analysis, budget/forecast development, etc.)
  • Monitor and Report variance analysis for both headcount and volume vs budget/forecast
    • Manage long-term and short-term forecast
    • Includes maintaining 21 day and 90 day views
  • Support continuous improvement reporting and analytics needs, as well as, the production of all management reports and service metrics.
  • Develop and produce reporting to measure performance, analyze data and take any appropriate action to improve results
  • Update workforce management and other data bases as changes occur.
  • Provide business analytics and data gathering to support detailed modeling of Capacity Planning and metrics statistically confident projections.
  • Proactively identify and provide recommendations regarding new opportunities to improve business processes in the context of servicing customers.
  • Advise on hiring needs and business decisions based on forecasts and results.
  • Support Sr. level analysts with reporting, analysis, and ad hoc requests/reporting as needed.
  • Effectively communicate with peers and those we support in the business to ensure high quality and timely completion of work requests.
  • Interface with call center leaders to understand the fast changing business needs and make updates where necessary.

 

Required Qualifications

Minimum Education and Experience: 

  • Bachelor's Degree. Business, Finance, Information Management or related field equivalent combination of experience and education required.
  • 3+ years of Workforce Management, Production planning, scheduling management knowledge and experience using WFM software.
  • 3+ years' experience with data mining and/or reporting

 Knowledge, Skills and Abilities:

  • Strong experience with data analysis tools and abilities such as SQL, Microsoft Excel, PowerPoint etc.
  • Must have the ability to demonstrate strong analytical skills, with emphasis on forecasting
  • Must possess complex problem solving, judgment, critical thinking and decision making skills
  • Ability to be highly organized with an emphasis on accuracy and timeliness required
  • Proven ability to take ambiguous data questions, translate them into a clear analytical plan, and produce concise summary outputs that include recommendations based upon core findings.
  • Proven ability to proficiently communicate complicated data and analytical problems verbally, in writing, or in presentation form to core stakeholders and partners across the enterprise.
  • Demonstrate strong verbal and written communication skills
  • Must be able to work a flexible schedule including day and/or evening hours

 What We Provide:

We offer competitive compensation and benefits, including monthly product samples, health, dental and vision plans, employer paid life insurance (1X base salary), paid holidays and paid time off, 401-k plan with company match. 

EOE, DFWP

 

Great Virtualworks
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