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2017-02-23 08:18:08

Job Type: Full Time only
Budget $: 100,000 - 200,000

Further to the responsibilities of this vital role, the eWFM Analyst will possess an in-depth
Working knowledge of contact center technologies and participate in leveraging these technologies to continuously improve customer/employee self-service and the total customer experience; all while simultaneously identifying an acting on opportunities to reduce operating costs.
He/She will observe and maintain best practices in forecasting and scheduling as a prerequisite to achieve service levels (SL) & occupancy goals on a weekly, daily and intraday level.

Skills & Abilities

Minimum 3 years experience in all aspects of eWorkforce Management.
preferably in contact centers with at least 150 employees
Bachelors Degree in Information Technology, General Business Administration, analysts or a related field
Experience and/or certification with eWFM software, preferably Aspect eWFMSuperior analytical skills, with emphasis on forecasting
Proven ability to develop and execute plans that meet or preferably exceed established SL and efficiency goals.
In-depth understanding of contact center metrics required
Ability and willingness to learn new software applications
Skills in complex problem solving, judgment, critical thinking and decision-making
Proactive and highly organized with an emphasis on accuracy and timelinessAbility to organize information and demonstrate an attention to detail and accurately follow procedures
Ability to work alone with minimum supervision, and with others in a team environment, often times under pressure, managing several projects/tasks at the same time
Effectively communicate orally and in writing with co-workers, management team, other departments, vendors, and outside agencies, maintaining confidentiality as appropriate
Advanced working-knowledge of Microsoft Office suite, including Excel, Access and Power Point

Key Skills: