Workforce Management Analyst - Contingent - Hybrid

Company: Hunter Hamilton/Client

Role: Workforce Management Analyst

Length: 1 year assignment (potential to extend)

Location: Hybrid - 2 days a week in office highly desirable

Schedule: 8 am - 5 pm MST

Pay: $18 - 20/hr. (non-exempt/hourly role)

Type: W2, benefits included (medical, dental, vision, 401k), weekly pay on Fridays

The Team:

Hunter Hamilton is hiring for one of our amazing and global Tech clients! They are seeking a contingent employee to support their call center environment, behind the scenes as a Workforce Management Analyst. You will be one of three other WFM Analysts on the team - ranging across AZ, TX, and Dublin. The WFM Analyst team supports our client's Global Contact Center - ensuring scheduling needs are met (especially when there are training events, holiday coverage needs, shift changes, and the like), headcount forecasting, and proactively looking at volume trends to stay on top of headcount coverage needs.

In Workforce Management, our client is obsessed with the team's development. The team's ambition is that, in 10 years' time, they will look back and say, "my career found an extra gear while working in WFM." So, while the team works hard to smash all objectives, they also dedicate a lot of time to career development and continuous learning; for example, participation in book clubs, training sessions, professional accreditation, conferences and webinars to enable your continuous development is core to the team's success, both as individuals and as a team.

Your Job:

The Workforce Management team exists to foster an efficient environment where engaged people deliver superior service. The WFM team is responsible for forecasting customer demand and organizing the Scaled Business Success (SBS/Sales) customer facing teams to ensure that the contact center has the right people, in the right place at the right time. Always.

Data is where the WFM team lives, while keeping call center colleagues front of mind to create an environment where they feel empowered and engaged to deliver epic service for customers.

The team is looking for a new Workforce Management Analyst to join an experienced WFM group of professionals. This is entry level into an analytics focused position within the department, but to be ultimately successful it is preferred that you have call center experience. The team has a huge focus on personal development, perfect for anyone passionate about supporting customer-facing colleagues in Scaled Business Success (Sales), looking to kick-start their career in a data and insight driven team.

The WFM Analyst job is varied so whether you are the kind of person who enjoys digging into detailed analysis to solve problems and puzzles, or you are meticulously organized in your work and love working in a routine, there's probably something for you here. The important thing is that you understand the value of data, are willing to learn (a lot, and at pace) and you care deeply about delivering on your commitments to our stakeholders.

As a Workforce Management Analyst, you will report to the WFM Manager, who is located in Dublin. Your core responsibilities are mainly administrative: running and distributing reports, coordinating information across departments, maintaining and optimizing schedules and maintaining high data accuracy across the team's systems. The opportunities to develop further are plenty and will be pursued at your own pace, as and when you are ready.

You Will:

• Work collaboratively with your colleagues to learn the team's processes and contribute to the success of the whole team.
• Use data and evidence your findings to cement the team's reputation as a data-driven and trusted partner in SBS.
• Use attention to detail to optimize schedules and analyze reports to ensure accuracy.
• Build familiarity with historical data to quickly identify and flag anomalies.
• Own your objectives and hold yourself accountable for delivering them on time.
• Monitor and assess intra-day activities for respective teams to quantify productivity and efficiencies
• Provide real-time monitoring of call, email, and chat queues for multiple markets, through the WFM and routing platforms and software (Calabrio, Salesforce) and make real-time staffing adjustments to help manage and maintain service level goals
• Analyze groups of data to identify operational efficiencies for respective teams

Requirements:

• A minimum of 2 years of experience working in a contact center environment.
• Proficiency in Excel and Google Apps (G. Suite) required; you must be comfortable with Google Sheets or Excel
• Ability to work independently as well as in a team environment.
• A demonstrated ability to learn. Fast!
• Strong time management skills and attention to detail.
• Ability to articulate complex concepts in an effective and simple manner.
• Ability to work flexible hours on occasion to attend meetings or provide cover.

• Bachelor's degree in a data/analytical subject strongly preferred (e.g. Mathematics, engineering, computing).
• SQL experience and the ability to write queries is a plus.
• The role is predominantly remote however the ability to work from our Scottsdale office, up to 2 days per week is highly desirable.

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Hunter Hamilton is committed to providing equal employment opportunity for all persons regardless of race, color, religion (including religious dress and grooming practices), sex, sexual orientation, gender, gender identity, gender expression, age, marital status, national origin, ancestry, citizenship status, pregnancy, medical condition, genetic information, mental and physical disability, political affiliation, union membership, status as a parent, military or veteran status or other non-merit based factors. We will provide reasonable accommodations throughout the application, interviewing and employment process. If you require a reasonable accommodation, contact your local branch. Hunter Hamilton is an E-Verify employer. This policy is applicable to all phases of the employment relationship, including hiring, transfers, promotions, training, terminations, working conditions, compensation, benefits, and other terms and conditions of employment.

All employees are directed to familiarize themselves with this policy and to act in accordance with it. All decisions with respect to employment matters and other phases of employer-temporary employee relationships will be in keeping with this policy and in accordance with all applicable laws and regulations.