Workforce Engagement Management Ops Analyst

Role Overview

• Maintain and update internal systems including Monday.com, and associated process documentation.
• Work with the PM and AM teams to ensure the efficient assignment and management of training and consulting resources.
• Ensure seamless hand off to assigned PS resources.
• Look at processes to improve visibility of resource availability.
• Ensure effective processes for cancellation and reallocation of resources.
• Supporting the Training Audit process.
• Supporting the WFO customer escalation process.
• Identify opportunities to introduce a 'story driven' approach across Five9 consulting services.

Requirements

• 1+ year experience of process design.
• Very strong writing, presenting and communication skills.
• Ability to learn new technologies & communicate those concepts at a high level.
• Excellent listening skills.
• Strong attention to detail.
• Ability to work independently, managing multiple priorities as required.
• Highly motivated with a positive, professional attitude.
• Prior Contact Center experience a plus.

Benefits

• Health, dental, and vision coverage, beginning on the first day of employment.
• Short & Long-Term Disability, Basic Life Insurance, and a 401k saving plan with employer matching.
• Access to an innovative mental health support platform that offers personalized care and resources.
• Generous employee stock purchase plan.
• Paid Time Off, Company paid holidays, paid volunteer hours and 12 weeks paid parental leave.