What are the responsibilities and job description for the Workforce Analyst position at Qurate Retail Group?
A Workforce Analyst at Zulily is responsible for providing assistance in running the daily workforce operations through virtual monitoring and reporting contact volumes and agent states for Zulily CS&E. As part of the Real-Time Adherence (RTA) monitoring duties, this role analyzes needs in the moment to achieve service level and occupancy goals by leveraging resources, processes, and partnering with leadership and representatives as needed. Our ideal candidate is analytical, detail oriented, has strong written and oral communication skills, can perform tasks accurately, as well as able to work autonomously and within a team dynamic.
Must be in OH or PA
3 Month Loan Assignment
Time in position is waived for this posting
ESSENTIAL DUTIES AND RESPONSIBILITIES/CORE ACCOUNTABILITIES
- Monitoring KPI’s for each contact channels
- Identifying and communicating adherence misses
- Updating and communicating skill changes
- Compiling data and reporting
- Administering VTO and/or added hours requests
- Data Entry pertaining to relevant needs of the business
- Perform other related tasks as needed
QUALIFICATIONS
- Minimum 6 months contact center experience
- Preferred previous experience with workforce management and adherence monitoring
- Strong proficiency in MS Excel
- Strong written and verbal communication
- Solid understanding of contact center operations and telecommunications
- Working knowledge of call management systems
- Aptitude to learn new processes and systems quickly
- Strong interpersonal skills and ability to work as a team
- Strong attention to detail
- Strong organizational skills
- Proficient in Microsoft Office Suite
- Previous Verint Workforce Management experience preferred.
Salary : $1 - $1,000,000
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