Workforce Management Analysts at Varo are responsible for timely and accurate forecasting. You will also be responsible for building schedules based on those forecasts to meet service levels and provide a positive customer experience. Analytical skills are required to build and regularly generate reports pertaining to a variety of contact center efficiencies.
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Monitor call center trends to predict staffing requirements
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Real-time monitoring of agent performance and service levels
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Create & maintain agent schedules
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Daily / Weekly / Monthly reporting on a variety of call center metrics across all relevant customer channels
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Assist in creating applicable policies and procedures
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Document existing WFM processes
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Work with HR, Recruiting, and Finance to create hiring forecasts
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Manage PTO, VTO, and other time off requests for operations
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Manage real-time alerts based on volume or customer-impacting issues
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Perform weekly/monthly/quarterly audits covering a range of tools & applications
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Manage shift bidding and all notifications required to support that process
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Schedule a variety of meetings/training relevant to our employees and do that with an understanding of volume and the possible impacts
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Must be comfortable working weekends, shift is Sat-Wed
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Understanding of contact center metrics
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Experience with WFM systems like: CXone WFM, inView, Amazon Connect and Airtable
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Strong spreadsheet experience with both Google Sheets, Excel, and Google Studio
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Ability to independently and as part of a team
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Polished written and oral communication skills
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Organizational skills with the ability to prioritize and meet deadlines
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Ability to work in a fast-paced and rapid growth environment with constantly evolving practices
For cash compensation, we set standard ranges for all US-based roles based on function, level, and geographic location, benchmarked against similar-stage growth companies. Per applicable law, the salary range for this role is $25 - $27 per hour. Final offer amounts are determined by multiple factors as well as candidate experience and expertise and may vary from the identified range.