Mission Control Analyst

The role

The Call Center Workforce Management (WFM) Mission Control Analyst monitors real time inbound call traffic to ensure efficiencies and service levels. The role involves intraday analysis of call flow and adjusting staff resources to meet performance goals.

What you will do

• Intraday real time monitoring of ABA for all queues at all sites
• Real time monitoring of agents efficiencies from all teams at all sites
• Provide root cause analysis in ABA for all queues/providers and advise/recommend a plan of action
• Quarterback the process of communication regarding changes to incoming contact patterns
• Co-host a daily WFM team huddle
• Generate ideas for process and service improvement planning
• Monitor real-time adherence to schedule by production associates
• Monitor daily critical metrics and trigger escalation procedures
• Make recommendations to WFM and department leadership for overtime
• Provide intraday reporting to department leadership on KPIs

Required qualifications

• Minimum of 2-years of experience in Workforce Management
• Minimum 2-years of experience working in an inbound contact center setting
• Excellent Attendance & Punctuality record
• Strong analytical and organization skills
• Ability to plan and prioritize tasks of competing priority
• Proven ability to work independently, take initiative, problem solve, handle multiple tasks, and prioritize daily responsibilities
• Thrives in a team-oriented environment
• Knowledge of contact center metrics, key performance indicators, agent behavioral trends (shrinkage), and other factors that affect queue and adherence reporting
• Ability to do a root-cause analysis as it relates to real-time management
• Ability to make sound decisions quickly in a fast-paced work environment
• Strong interpersonal skills
• Excellent verbal and written skills

Nice to have

• Workforce Management systems experience: Verint Impact 360, InContact, NG or similar
• Intermediate Excel Skills (e. g. vlookups, pivot tables, sumproduct functions, etc.)
• Presentation skills / ability to build and deliver succinct presentations (Power Point proficiency)
• Experience using Tableau
• Experience with analyzing, interpreting and summarizing complex data sets

About the company

Centerfield delivers outcome-based digital marketing solutions and personalized omnichannel experiences for leading brands. The company is headquartered in Silicon Beach.