Workforce Management Analyst

At Tribute Technology, we make end-of-life celebrations memorable, meaningful, and effortless through thoughtful and innovative technology solutions. Our mission is to help communities worldwide celebrate life and pay tribute to those we love. We are transforming the funeral experience through industry-leading technology that provides personalization for families, as well as efficiency and profitability for funeral homes and obituary hosting services. Our comprehensive platform brings together software and technology to provide a fully integrated experience for all users. Tribute is a unique new model that brings the stability of B2B software PLUS the explosive growth and valuation of eCommerce. We are the market leader in the US and Canada, with global expansion plans and a growing international team of more than 400 individuals in the US, Canada, Philippines, and Ukraine.

POSITIONSUMMARY:

We are seeking an experienced Workforce Analyst to assist in our growing Customer Support Organization. This role is responsible for balancing service levels, employee satisfaction, and cost efficiency. Responsible for day-to-day management of service level, site efficiency/occupancy and agents to ensure adherence to schedule and compliance within established parameters during real time situations. This will require constant communication with Supervisors, Team Leads, Support Managers and Support Center personnel.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Manage established thresholds for schedule adherence, online states, off phone events (break and pre-approved AUX modes, agent states that are not pre-approved must be limited (ACW, long calls, Aux modes).
• Communicate with operations management for prompt resolution of issues identified in duties above.
• Partner with operations in recruitment of OT/VTO to assist with managing day to day staffing levels.
• Generate alerts for any issues affecting SL, or efficiency such as technical issues, excessive use of AUX, ACW or Shrink.
• Use WFM software to improve proficiency.
• Forecast staffing needs, considering contact volume and headcount requirements, as well as future business projections.
• Assist with scheduling and process time off requests.
• Generate reports to show trends to productivity and performance, at individual/team/department levels.
• Provide update on efficiency to company leaders.
• Maintain a high standard of customer service through real-time monitoring and other methods.