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Supercharged customer acquisition. Centerfield delivers outcome-based digital marketing solutions and personalized omnichannel experiences for the world’s leading brands. Powered by our proprietary Dugout platform, Centerfield acquires customers at scale for leading residential service, insurance, e-commerce, and B2B brands. Centerfield’s digital experiences and digital brands, such as Business.com and BroadbandNow.com, reach more than 150 million in-market shoppers annually. Centerfield is headquartered in Silicon Beach and is proud to be recognized by Built in LA as a Best Place to Work in Los Angeles.
The Call Center Workforce Management (WFM) Mission Control Analyst will partner with the Workforce Management team, to monitor real time inbound call traffic to ensure optimum efficiencies and will work to ensure acceptable service levels, abandon rates, and active rates. The candidate should have good knowledge of RTA, scheduling, rostering, Real-time monitoring, tracking, documenting. A strong knowledge and ability to report metrics like service level, occupancy, shrinkage, staffing requirements etc., is also expected. This position is also responsible for intraday analysis of call flow together with monitoring and adjusting staff resources to meet call volume demands and performance goals. On a regular and continuous basis, the WFM Mission Control Analyst must exercise judgment, integrity, and assume responsibility for decisions, consequences and results having an impact on people, cost, and quality of service within the organization.
Responsibilities:
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 to meet efficiency metric goals
Quarterback the process of communication as it pertains to calling out changes to incoming contact patterns to operations and the broader WFM team
Co-host a daily WFM team huddle to discuss the real-time game-plan for the day
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 when thresholds are reached
Make recommendations to WFM and department leadership for overtime based on intraday data
Provide intraday reporting to department leadership on KPIs and impact of any escalation procedures
Monitor all real-time and Intra-Day activities to ensure operational goals are met
Accurately track and manage contact center schedule adherence
Conduct analysis and recommend solutions to real time performance issues
Develop strong working relationships within the organization to ensure efficient and effective problem solving and issue resolution
Minimum Qualifications:
Minimum of 2-years of experience in Workforce Management
Minimum 2-years of experience working in an inbound contact center setting is required
Must have 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 passionate about cross training and sharing responsibilities
Available to work day and evening hours to include one weekend day/night
Required Skills:
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 and the ability to communicate with many different levels of employees.
Excellent verbal and written skills; high accuracy of work; fosters open two-way communication;
Excellent basic math skills (addition, subtraction, division).
Be a problem solver; highly organized; works independently as well as with a team.
Desired Skills:
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.
AI & Interview Policy
At Centerfield, we use AI tools internally to support efficiency and fairness in our hiring process, including resume screening and administrative tasks.
Candidates are welcome to use AI tools ethically to prepare for interviews, such as practicing responses or researching questions. However, all responses during the interview process should reflect your own knowledge, experience, and judgment.
The use of AI tools to generate responses during live interviews, technical assessments, or written submissions is not permitted unless explicitly stated otherwise.
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Interviews will take place after resumes have been screened for the minimum requirements. Please note that this position is not restricted solely to the responsibilities listed above and that the job scope and responsibilities are subject to change.
For more information about our collection, use, and disclosure of your personal information in connection with our evaluating your candidacy, please visit our Privacy Policy at https://www.centerfield.com/privacy-policy/.
Centerfield Media is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected under federal, state or local law.