1 year of experience in workforce analytics or a related role is preferred
Familiarity with call center metrics and best practices
Strong analytical and data interpretation skills
Knowledge of labor laws and regulations
Excellent communication and presentation skills
Ability to work collaboratively and influence decision-making
Detail-oriented with strong problem-solving skills
Ability to work in a fast-paced, dynamic call center environment and have the ability to quickly pivot priorities as needed based on business needs
Proficient in Nice/inContact CXOne and Calabrio Workforce Management tools and/or Contact Center related technology systems (Calabrio, Verint, Aspect, etc.) is highly desired
Proficiency in data analytics software (e.g., Excel, Tableau, etc.) is preferred.
Intermediate-to-advanced skills in Microsoft Excel is preffered
Benefits
The hourly rate range for this position is $29 - $35 on a full-time scheduleAlong with the base salary, Trupanion employees may be eligible for monthly bonuses based on performance.We want all employees to be invested in Trupanion's success, so we grant Restricted Stock Units to all new team members. Our new hire grants vest over 4 years.Benefits and Perks:Full medical, dental, and vision benefits at no cost to the employeeFour weeks of paid time off and 9 paid float holidays (you can decide which days are most important to you!)Five-week sabbatical after five years of employmentOpen, casual, pet-friendly, and fun office environmentFree medical health insurance for your pet (1 dog or cat)Paid time off to volunteer at nonprofit organizationsSeattle Office Amenities: Free on-site gym, free dog walking services for office pets during business hours, free parking, and paid ORCA cards.For more information about Trupanion, visit https://trupanion.com/aboutLearn more about how Trupanion has revolutionized our industry and the reimbursement model: https://www.youtube.com/watch?v=vdWZ4KHiPTQTrupanion is an equal-opportunity employer and embraces diversity. We are committed to building a team that represents a variety of backgrounds, abilities, perspectives, and skills.We will ensure that individuals are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request accommodations.Health insuranceDental insuranceVision insuranceRemote work optionsEquity / stock optionsPerformance bonus
Additional Information
Are you passionate about creating and analyzing reporting data to manage forecast accuracy, identify trends, and develop recommendations to improve Contact Center performance? Our Workforce Management team is growing! The Workforce Business Analyst is responsible for the daily efforts to provide phenomenal customer and employee experience by effectively delivering real-time management and executing optimal schedule placements.
This is a remote position open to candidates anywhere in the US. Seattle candidates will have a hybrid remote/in-office schedule where you will work from our casual, pet-friendly office at least 3 days a week . This position will have a schedule working Monday - Friday from 9:00 am - 6:00 pm PST.
Key Responsibilities Include:
Inbox management: Inbox management for Contact Center inquiries including things like: same day schedule change requests, training schedule requests, absence management, etc.
Intraday Management: Perform smoothing of breaks and lunches, and standard methodologies in terms of automated optimization and scheduling off-the-phone activities, ensuring optimum coverage across all teams. This includes real-time adjustments to schedules to ensure Contact Center departments meet key performance indicators
Data Analysis: Collect and analyze staffing data to identify trends, patterns, and areas for improvement in workforce management
Reporting: Create reports and dashboards to communicate and track key performance indicators related to workforce management
Efficiency Analysis: Assess processes for efficiency and recommend process improvements and automation for workforce management initiatives. This may include participating in or leading internal projects while collaborating with cross-functional stakeholders
Workforce Optimization: Identify areas of overstaffing or understaffing and provide recommendations for adjustments, maintain attendance tracking tool for Contact Center
Technology and Tools: Use specialized software and tools for data analysis, scheduling adjustments, and reporting
Stakeholder Communication: Collaborate with Contact Center departments and other areas of the business to understand workforce needs and communicate data-driven insights
Trupanion1 · Seattle