8x8, Inc. (NYSE:EGHT) communication solutions help businesses transform their customer and employee experience. With one system of engagement for cloud voice, video, collaboration and contact center and one system of intelligence on one cloud communications platform, businesses can now communicate faster and smarter to exceed the speed of customer expectations. For additional information, visit www.8x8.com, or follow 8x8 on LinkedIn, Twitter, and Facebook.
The Customer Support Analyst is responsible for assisting in the daily efforts to provide a great customer experience by effectively performing real-time analysis and historical reporting to optimize utilization of customer support agents in a multi-vendor/multi-location contact center operations. An understanding of contact center staffing requirements, forecasting, schedule creation, real-time management, KPI reporting, and systems / tools is required. This position interacts with supervisors and management with regard to service level performance and real-time scheduling adjustments.
Responsibilities and Duties:
· Real-Time Queue Management: Provide real-time monitoring of inbound queues for variances to forecasts with respect to incoming volume, handle times, and schedule compliance. Coordinate with vendor workforce management to balance call volumes and staffing needs. Responsible for notifying supervisors about variances and making recommendations for intra-day adjustments to maximize resource efficiency and achieve service level goals
· Real-Time Communications: Maintain constant communication with each inbound customer support team via IM, email, phone, etc. to identify call drivers, agent performance, staffing adjustments, etc. Plan and schedule approved off phone activities and VTO to ensure SLA is met. Initiate alerts of outages or other events impacting Service Level.
· Performance Reporting: Generate daily, weekly, and ad-hoc reports on incoming volume, SLA, productivity, schedule adherence, attrition, and other operational KPI’s. Maintain an accurate events log detailing the reason for variance to forecast for all operational metrics.
· Volume Forecasting: Generate regular short-term and long-term forecasts of incoming volume by channel (phone, chat, email, web submission, etc.) and staffing requirements. Compare actuals vs forecasts to identify areas to enhance forecasting and staffing models.
· Workforce Scheduling: Generate weekly schedules and record daily adjustments due to unscheduled absences or unplanned events. Track and report on agent absences and schedule adherence.
· Contact Center System Maintenance: Be a backup for implementing changes to incoming call routing system and IVR. Perform routine maintenance such as adjusting agent queue assignments, adding/deleting agents to the system, etc. Update documentation on incoming call routing, channels, queues, and agent profiles to reflect current operations.
Knowledge, Skills, and Abilities Required:
· 2+ years’ experience in performing of contact center workforce management functions either as a WFM Analyst or contact center supervisor/manager
· A strong understanding of contact center best practices, systems, metrics, KPI’s, and standard operations procedures for providing customer support for a technical product line
· Strong analytical and mathematical skills to collect and interpret data.
· Strong computer systems skills required including experience managing Workforce Management, telephony and IVR systems, as well as business / personal productivity software (particularly Excel)
· Collaborative team player with excellent communication and interpersonal relationship skills with both internal and outsource vendor employees and management with an ability to multitask in a fast-pace environment.
· Independent worker who can take responsibility for real-time decisions and actions as required
· Ability to perform in a high volume, mission critical, distributed workforce environment
· Attention to detail and accuracy required
· Occasional on-call responsibilities in a back-up capacity.
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