CCaaS & WFM Analyst, Contact Center Operations & Scheduling
Overview
The role owns real-time CCaaS performance, staffing governance, and reporting at scale. You will partner with leadership to maintain service levels, staffing coverage, and system reliability across a hybrid Scottsdale operation. You will administer CCaaS technology, deliver actionable insights, and drive process improvements that enhance customer and employee experiences. This position stands out by combining analytics, systems administration, and cross-functional collaboration in a purpose-driven environment.
What You'll Do7
- 1Build and monitor real-time performance dashboards to ensure target service levels and staffing coverage.
- 2Design and maintain intraday staffing plans and forecasts based on historical trends and operational assumptions.
- 3Prepare monthly and ad hoc reports with insights, variance explanations, and actionable recommendations for leadership.
- 4Administer CCaaS platforms including IVR configurations, routing, queues, and user settings to support service levels.
- 5Serve as primary contact for contact center technology issues, coordinating tickets from submission to resolution.
- 6Collaborate with Claims, IT, and vendors to test, implement, and improve systems and processes.
- 7Identify recurring trends and gaps in scheduling and technology, proposing practical solutions to reduce cost and improve experience.
Requirements8
- 13-5 years of experience in claims operations, contact center operations, workforce management, or related role.
- 2Knowledge of contact center metrics such as service level, abandon rate, AHT, occupancy, adherence, shrinkage, and forecast accuracy.
- 3Experience with CCaaS, telephony, or WFM platforms such as RingCentral, DialPad, Five9, Genesys, NICE, Verint, or similar systems.
- 4Ability to forecast call and chat volumes and translate into staffing requirements.
- 5Strong analytical skills to review data, identify trends, and communicate recommendations clearly.
- 6Proficiency with Microsoft Excel and reporting tools; familiarity with dashboards or data visualization is a plus.
- 7Excellent communication, organization, documentation, follow-up, and problem-solving skills.
- 8Ability to manage competing priorities and work independently with accuracy and professionalism.
Salary Insight
Salary not disclosed in listing
Location
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