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Shift4 (NYSE: FOUR) is boldly redefining commerce by simplifying complex payments ecosystems across the world. As the leader in commerce-enabling technology, Shift4 powers billions of transactions annually for hundreds of thousands of businesses in virtually every industry. For more information, visit www.shift4.com.
We are currently seeking a dedicated Workforce Management Analyst to join our team. In this role, you'll play a vital part in our team, processing schedule updates, providing business intelligence, ensuring effective decision-making and a positive customer experience.
Responsibilities:
- Monitor intraday volumes and agent states, identify trends and potential risks, and make real time scheduling decisions to best position the contact center.
- Partner with WFM team members and contact center leadership team to implement mitigation strategies. Administer contingency action plans when deemed necessary.
- Manage WFM tickets, key daily exception requests, ongoing generation and remediation of schedules, and respond to escalated issues and ad-hoc requests in real time.
- Provide recommendations, and make decisions, based on data and forecast, regarding short term scheduling requests.
- Participate in meetings focused on forecast and staffing.
- Create and maintain daily reports and procedures, and continuously seek opportunities to build efficiency and to share knowledge.
- Communicate with Forecast Specialists to identify trends in day-to-day operations to close the gap between unknown volume and service level impacts.
Qualifications for III:
- 1+ years of contact center experience
- 4+ years of contact center WFM experience
- Nice IEX WFM and CXone experience required preferred
- Ability to multi-task with adequate sense of urgency
- Effective interpersonal, collaborative, and decision-making skills
- Advanced with Google Suite
- Advanced analytical and technical skills
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.
