Customer Service Scheduling Analyst Job Vacancy in StubHub Draper, UT 84020 – Latest Jobs in Draper, UT 84020 – updated today
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Company Name : StubHub
Location : Draper, UT 84020
Position : Customer Service Scheduling Analyst
Job Description : Principle Responsibilities and DutiesScheduling:
Builds relationships with key groups and individuals Customer Service that are critical to the success of WFM
Drives for opportunities for process improvement in your individual scheduling group(s)
Forecasts 30 minute interval level distribution of contact volume, AHT & staffing requirements
Identifies trends and outliers to adjust the volume and AHT distributions
Responsible for maintaining all elements in current scheduling system
Creates optimized schedules and staffing strategies that support a multi-site, multi-channel, and multi-skilled contact center environment
Create ‘What If’ scenarios to predict scheduling needs for changes in volume and AHT
Identifies issues and opportunities to improve existing plans for daily and interval ranges
Ability to balance agents and customer demands and to provide balanced schedule recommendations
Reviews scheduling efficiency and provide recommendations for extra hour requirements, shift alignment changes, attrition backfill, etc.
Conducts regular schedule efficiency review calls with In House and OS partners; partners with OS teams as well as to advise them of areas of focus
Reviews and approve vacation requests to meet business objectives, employee requirements, and fixes issues
Performs regular variance analysis on their given scheduling group(s) (plan vs. plan and plan vs. actual)
Provides analysis of key metrics and trends including but not limited to; volume, customer availability, service levels, productivity, etc., and recommend steps to improve the efficiency.
Scheduling Real-time Analysis:
Evaluates staffing and scheduling adjustments and re-skilling of agents as necessary to maximize financial efficiency
Makes scheduling suggestions and give direction to TL’s regarding customer availability and VTO/availability decisions
Performs coaching sessions with TL’s to teach proper usage of RTM Tools
Analyzes agent proficiency effectiveness and utilization
Monitor, analyze, and respond to scheduling real time call center management situations; decide what actions to take, implement the necessary actions to activate, and communicate contingency plans in both high and low call volume times as well as emergency situations
Job Requirements:
3+ year’s Workforce Management experience in a multi-site, multimedia call center operations
BS/BA degree or equivalent required
Solid working and technical knowledge contact center products and services
Expert in Calabrio Teleopti WFM, Freshdesk, Twilio, Amazon Connect
Strong analytical skills
Demonstrated ability to execute in fast paced work environment
Strong written and oral communication skills
Ability to work flexible hours as needed.
Strong interpersonal skills, presentation skills, and ability to work productively with all levels in an organization.
Good organizational/time management skills.
Job Type: Full-time
Pay: $58,000.00 – $71,000.00 per year
Benefits:
401(k) matching
Dental insurance
Health insurance
Paid time off
Vision insurance
Schedule:
8 hour shift
Monday to Friday
Experience:
scheduling analyst: 3 years (Required)
Work Location: One location
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