Associate Professional, Workforce Management – Systems Analyst, Real Time Coordinator
Dallas, Mississippi, United States of America
Full Time
2 hours ago
$47,200 - $63,440 USD
No Visa Sponsorship
Key skills
Tableau
About this role
Role Overview
Act as the lead technical SME for our internal WFM system, overseeing system implementations, upgrades, and optimal configurations to support staffing needs
Monitor inbound voice, email, and chat queues independently to ensure agent adherence and optimal coverage during peak intervals
Stabilize real-time metrics and identify opportunities to automate or improve existing workflows and scheduling rules
Act as the first line of defense for WFM application issues, researching root causes and implementing technical solutions with limited instruction
Conduct business process evaluations and interview stakeholders to gather technical requirements for system enhancements or new toolsets
Create and maintain scheduling databases, providing regular reports to management on workload patterns and staff productivity
Requirements
HS diploma or equivalent (bachelor’s degree preferred)
Requires previous work experience in a related field, specifically 2+ years of technical WFM or contact center support experience
Proven proficiency with Calabrio (or comparable workforce management software) is required
Experience with Cisco telephony, Tableau, or other comparable tools is highly desired.
Tech Stack
Tableau
Benefits
Generous PTO and 11 paid holidays
Well-being and volunteer time off
Up to 16 weeks of fully paid parental leave and a baby stipend
Multiple medical plan options with mental health and wellness support offerings
401(k) with company match and vesting after one year
$400 annual well-being stipend and tuition assistance up to $5,250
Recognition Rewards, Referral bonuses, exclusive discounts and more!