Workforce Management (WFM) Analyst
Workforce Management (WFM) Analyst
About this Role
The 1-800-GOT-JUNK? Sales Center is seeking a well-qualified Workforce Management (WFM) Analyst to join our team and help us continue to deliver an exceptional experience to our customers through precise management of our call volume and employee schedules.
Reporting to the Manager, Workforce Management, this role will be responsible for supporting our world class Sales Centre by reporting the performance of our Agents and their teams to Management on an Hourly, Daily, Weekly and Monthly Basis. In addition to the reporting duties, the WFM Analyst will also manage relief periods of all agents to produce the most effective results to meet our high service level commitments. Use of automated and computerized resources and tools to increase effectiveness and efficiency of queue systems will be a major component of the role. Experience working with TotalView, Blue Pumpkin, Impact 360 or Aspect systems is considered an asset. This position works in conjunction with all other business areas in the Sales Centre to ensure that needs are being met in with regards to staffing requirements.
Duties and Responsibilities
- Provide leadership and queue support for all Agents
- Customer Service and Sales Queue Management
- Create, manage and maintain reports using available resources
- Proper scheduling of Agents based on call arrival patterns
- Responsible for ensuring daily adherence and compliance with the schedule as well as daily break management
- Maintain a log of employee absenteeism/punctuality (schedule deviations) on a daily basis; advise supervisory/management staff of noticeable employee absenteeism trends
- Responsible for daily agent timecard processing and addressing payroll inquiries in a timely matter
- Knowledgeable and capable of following Business Continuity Plan (BCP) procedures
- Communicate with the WFM Team, Sales Team Leads and Operations Manager ensuring the Leadership team is always aware of the status of the Sales Centre
Personal Attributes
- Advanced knowledge of excel is required, knowledge of Excel VBA is an asset
- Must have Call Center experience
- Strong attention to detail
- Highly analytical
- Excellent communication, interpersonal and problem solving skills
- Positive and outgoing attitude
- Experience with leadership/directing staff with a respectful but authoritative style
- Willingness and ability to work as early as 5:30 am, any day of the week as needed. It is very likely that this role will consistently work weekends.
More About Us
1-800-GOT-JUNK? is an award-winning company. We are a dynamic, growth-oriented company that has been featured everywhere from Fortune Magazine and The New York Times to Dr. Phil and Oprah! In 2007 1-800-GOT-JUNK? was honored as the second best workplace in Canada by Great Place to Work® Institute Canada, a list featured in Canadian Business magazine. Consistently, BC Business Magazine’s Best Company To Work For ranks 1-800-GOT-JUNK? as a top employer. Join our team and find out why!
We are “The World’s Largest Junk Removal Service”. With an internationally recognized brand, we have Franchises and Operations across North America, and into Australia. Guided by our clear company vision, our vibrant team and dynamic, goal-oriented culture is about success, growth, and fun! Check us out at 1800gotjunk.com
Next Steps
This is a great opportunity for a committed, enthusiastic WFM individual. The position is full time and we offer a competitive compensation and benefits package. If you meet the profile and specific requirements of the position and you’re excited about the opportunity to join an amazing company, please email your cover letter and resume to people@1800gotjunk.com and quote “WFM” in the subject line.
Please note that we will be accepting applications only until 5pm PST on Wednesday January 25th 2012.
