WFM Analyst, Customer Support

Job Description Summary

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Castlight Health is hiring a full-time WFM Real Time & Reporting Specialist to join our top-notch Customer Support team in our Sandy, UT office to provide our users with outstanding service as we scale our operations. We are looking for an analytical individual to help create and manage daily schedules for our support team of 100-150 Guides. The WFM Real Time & Reporting Specialist will also be responsible for real time intraday management, as well as responding to ad-hoc reporting requests from various stakeholders.

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How will you make an impact & Requirements

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Responsibilities

• Creating and Publishing Daily Schedules for Call Center team of 75+ agents
• Intraday Management of service levels for all queues at all sites
• Real Time monitoring of agents' performance from all sites
• Providing real time communication with the Support Operations leadership when changes need to be made.
• Updating and sending reports related to agent and customer performance to appropriate stakeholders
• Building and maintaining strong relationships with operations leaders and key stakeholders in the business to ensure shared objectives are met
• Reviewing and processing PTO/VTO/OT requests in real time as needed
• Performing other ad-hoc reporting as business needs require.

Qualifications:

• 2-3 years of experience in a call center environment
• Experience with Excel, Word, and PowerPoint
• Experience with Five9 Workforce Management Software preferred (experience with other SaaS Workforce Management tools desirable)
• Demonstrates the ability to use data to effectively tell a story.
• Proven strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment
• Demonstrates effective problem solving-proactively able to gather the right data to the right sources, to consult and inform long term plans. 

              

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Compensation:

$50,600.00

to

$75,900.00