Workforce Management Analyst Job at Centerfield
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Hi, We're Centerfield.
Super-powered customer acquisition. Centerfield delivers outcome-based digital marketing solutions and personalized omnichannel experiences for the world’s leading brands. Powered by our proprietary Dugout platform, Centerfield acquires customers at scale for leading residential service, insurance, e-commerce and B2B brands. Centerfield’s digital experiences and digital brands, such as Business.com and BroadbandNow.com, reach more than 150 million in-market shoppers annually. Centerfield is headquartered in Silicon Beach and proud to be recognized as a Best Place to Work in Los Angeles.
The Opportunity...
The Centerfield Workforce Management Analyst plays a key role in gathering business requirements, data from multiple sources, and driving the implementation of Workforce Management practices across all call center operations- with the goal to deliver successful forecasting, scheduling, and intraday management support. This role will interface with all levels of the Operations management team, contact center vendors, and senior leadership. The Workforce Management Analyst is also expected to conduct the related research, recommendations, and will assist by advising and recommending solutions to improve overall quality, increase efficiency, and reduce overall operating costs.
How You'll Contribute...
- Creates reports of historical data and forecasting results for assigned lines of business.
- Analyzes past trends, and creates plans to allocate resources to maintain business service levels while minimizing operating costs.
- Analyzes and determines best time to conduct off-line activities while maintaining service/productions levels. Attends staff planning meetings to share actionable insights and obtain inputs.
- Documents and recommends improvements of Workforce Management processes.
- Generates and releases schedules, and participates in the creation and implementation of new scheduling strategies.
- Takes proactive steps by scanning ahead to ensure schedules match the arrival of calls or non-phone work queues to include advising and recommending solutions to Operations team, adjusting shifts and/or reprioritizing agent activities (I.e., breaks, meetings, training, etc.).
- Maintains holiday patterns forecasts to ensure effective coverage for holidays.
- Is an active participant within business continuity and recovery plans by coordinating efforts with the Operations team and other key participants across all sites to ensure call volumes are handled to the maximum extent with limited resources, such as when systems accessibility and significant agent staffing challenges occur.
- Performs other duties as assigned.
What We're Looking For...
- High school diploma or equivalent is required.
- 2-3 years Workforce Management experience working in an inbound contact center setting is required.
- At least 1-2 years of scheduling experience working in an inbound contact center setting is required.
- Experience using software to build and maintain complex forecasting models.
- Strong knowledge of Excel and other windows-based programs used to warehouse, track and analyze data.
- Excellent verbal and written communication skills.
- Excellent organizational skills and attention to detail.
- Excellent time management skills with a proven ability to meet deadlines.
- Strong analytical and problem-solving skills.
- Ability to function well in a high-paced and at times stressful environment.
- Works well with minimal supervision and with latitude for self-directed action.
- Ability to take the initiative for learning, increasing knowledge and improving skills in a self-directed manner to improve performance and position added value.
Bonus Points...
- Associates or Bachelor’s Degree in Business Management or any other field.
- Advanced Microsoft Excel: Formulas, filters, pivot tables, imports/exports data from multiple sources is required.
- Advanced PowerPoint experience.
- Advanced Tableau experience.
- Lean/Six Sigma Certification and/or Society of Workforce Planning Professionals (SWPP) designation.
Life At Centerfield...
- Competitive salary + bi-annual bonus
- Flexible PTO – take a break when you need it!
- Industry-leading Medical, Dental, and Vision plans + generous parental leave
- 401(k) company match plan – fully vested on day 1
- Monthly happy hours, catered lunches + daily food trucks
- Award-winning culture & unprecedented team spirit
- Paid charity and volunteer days (local mentor programs, adopt a pet, beach cleanup, etc.)
- Monthly team outings (ball games, casino night, hikes, etc.)
- Career growth – we enjoy promoting from within!
To learn more, visit us Here .
Interviews will take place after resumes have been screened for minimum requirements. Please note that this position is not restricted solely to the responsibilities listed above and that the job scope and responsibilities are subject to change.
For more information about our collection, use, and disclosure of your personal information in connection with our evaluating your candidacy, please visit our Privacy Policy at https://www.centerfield.com/privacy-policy/.
Centerfield Media is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected under federal, state or local law.
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