Workforce and Reporting Analyst

Who you are

You have a strong background in workforce management and reporting, ideally with experience in a call center environment. Your analytical skills allow you to gather and interpret data effectively, enabling you to make informed decisions that enhance operational efficiency. You are comfortable with real-time monitoring of agent activities and have a knack for identifying trends in call volume and service requests. Your experience with reporting tools and platforms, such as Verint, equips you to manage both ad hoc and business-as-usual reporting requirements. You thrive in a team-oriented culture that values diversity and inclusion, and you are eager to contribute to a positive work environment.

Desirable

Experience with CRM systems and call center technologies is a plus, as is familiarity with workforce management software. You may have a background in data analysis or reporting, which will help you excel in this role. A proactive approach to problem-solving and a commitment to continuous improvement will set you apart as a candidate.

What you'll do

In this role, you will be responsible for streamlining customer service operations by analyzing agent performance and optimizing workforce management processes. You will monitor real-time agent activities and gather data from various sources, including phone systems and CRM platforms. Your insights will drive process improvements across the workforce management function, ensuring that service-level targets are met or exceeded. You will prepare and consolidate management reports, providing valuable information to the customer service management team. Additionally, you will design schedules and forecasts based on call volume patterns, maximizing headcount utilization to enhance service delivery.

Collaboration is key in this position, as you will work closely with customer service management to provide insights on scheduling performance and trends. Your recommendations will help adjust resource allocations as needed, ensuring that the team operates efficiently. You will also act as an administrator for workforce management and reporting platforms, ensuring that all systems are functioning optimally to support the team's needs.

What we offer

At Five9, we foster a culture of innovation and teamwork, where every employee is encouraged to bring their authentic selves to work. We celebrate diversity and are committed to creating an inclusive environment that empowers our employees. You will have the opportunity to work in a hybrid setting, balancing remote work with in-office collaboration. We offer competitive compensation and benefits, along with opportunities for professional growth and development within the organization. Join us in our mission to enhance customer experiences through cutting-edge cloud contact center solutions.