Workforce AnalystSee's Candies • Carson, CA, US
Workforce Analyst
See's Candies • Carson, CA, US
job_description.job_card.variable_days_ago
serp_jobs.job_preview.job_type
- serp_jobs.job_card.full_time
job_description.job_card.job_descriptionKey knowledge holder of the ACD functionality, equipment, reporting, connectivity, toll free numbers, messaging and other ACD system features. Coordinates reporting, systems and equipment needs with Contact Center leadership in support of business needs. Provides analyses and ad-hoc reporting of Contact Center performance based on real-time and historical data. Ensures schedules meet service objectives and make best use of resources. Responsible for implementing load balancing to maintain appropriate occupancy and utilization levels for the Contact Center. Maintain ACD tables for accurate call routing, optimum customer service and reporting. Ensures equipment is in working order following any required maintenance or replacement schedules. Develops and implements contingency staffing models. Coordinates Contact Center Management to identify opportunities for service improvements and cost efficiencies. Stays current with various customer contact tools such as Chat / SMS with service level measures applicable to See's customers. Coordinates recommendations for new tools with Marketing & Contact Center leadership, aligned with business plans. Utilizes creative methodologies and self-developed tools to forecast and create capacity plans in the absence of sophisticated workforce management tools. Monitors real-time Contact Center performance statistics, adding / adjusting schedules to secure staffing requirements and tracking. Identifies and researches service level risks for problem resolution and management notification. Performs special projects as assigned by management. Responsible for identifying opportunities to enhance technology and innovation that will improve departmental effectiveness. All See's staff must be committed to the company's core principles and workplace values, including diversity and inclusion. 5+ years' experience as Workforce and ACD analyst or ACD administrator in a contact center / customer service center, preferably in a retail / catalog / web contact center. Conceptual understanding of hardware, software and network infrastructure for ACD environment. Excellent communication skills for collaboration with Systems & Operations, Contact Center leadership, ACD vendor & outsource vendor. Proficiency in ACD system navigation for maintenance of tables, moves and changes, use of standard reports. Excellent organizational and analytical skills to efficiently perform workforce management duties on a timely basis. Expert Level : Microsoft Office Suite skills : Excel & Word required; Access desirable. Proven ability to learn new technologies quickly and manage change efficiently, proactively and in a positive manner.
Workforce Analyst
Join to apply for the Workforce Analyst role at See's Candies
Work is Sweet!
See's Candies has been in business since 1921 and maintains a reputation for producing the highest quality candy and providing superior customer service. See's is a leader in the confectionary industry with over 250 retail shops across the USA. We are seeking friendly, enthusiastic individuals who are passionate about providing great customer service.
Job Description Summary
This position is responsible for providing Automatic Call Distributor (ACD) and Workforce Systems administrative and analytical support for the Customer Contact Center. Responsibilities include forecasting Contact Center volumes and measuring / reporting individual agent performance to ensure appropriate staffing and labor expense is efficiently and effectively managed.
Compensation
- Base pay range : $75k-$83k per year (commencement). Base pay may vary based on location, experience, etc.
- Full range of generous medical, financial, and other benefits (including 401(k) eligibility, paid time off such as vacation, sick time, parental leave, etc.). Details will be provided if offered.
- At-will position. Company reserves right to modify base salary at any time.
Responsibilities
Minimum Qualifications
Equal Opportunity
See's is an EEO. See's will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable local, state or federal law (including San Francisco Ordinance #131192 and Los Angeles Municipal Code 189.00).
J-18808-Ljbffr
serp_jobs.job_alerts.create_a_job
Workforce Analyst • Carson, CA, US
Job_description.internal_linking.related_jobs
A company is looking for a Workforce Manager, Care Team.Key Responsibilities Deliver accurate contact center forecasts and manage resource planning Provide leadership and support for Workforce M...serp_jobs.internal_linking.show_more A company is looking for a Community Connect Applications Analyst II - Cadence / Prelude.Key Responsibilities Align technology solutions with business strategies and identify opportunities for tech...serp_jobs.internal_linking.show_more 
The Contingent Workforce Manager is responsible for leading the strategy, operations, and governance of Herbalife's Global contingent labor program.
This includes managing contractors, temporary wor...serp_jobs.internal_linking.show_more A company is looking for a Specialist, Revenue Cycle Systems.Key Responsibilities Review and interpret payer and provider agreements to ensure accurate setup in the contract management system Pe...serp_jobs.internal_linking.show_more 
Headquartered in Southern California, Skechers—the Comfort Technology Company®—has spent over 30 years helping men, women, and kids everywhere look and feel good.
Comfort innovation is at the core o...serp_jobs.internal_linking.show_more
Headquartered in Southern California, Skechersthe Comfort Technology Companyhas spent over 30 years helping men, women, and kids everywhere look and feel good.
Comfort innovation is at the core of e...serp_jobs.internal_linking.show_more A company is looking for an Epic Interfaces Integration Analyst.Key Responsibilities Provide system-level support for clinical and financial applications, including installation, configuration, a...serp_jobs.internal_linking.show_more A company is looking for a Workforce Scheduling Analyst.Key Responsibilities Creating and adjusting schedules to align staffing levels with service level goals Managing off-phone activity reques...serp_jobs.internal_linking.show_more A company is looking for a Workday HCM Core Analyst.Key Responsibilities : Provide daily operational support within the Workday HCM Core area, including troubleshooting and inquiry resolution Par...serp_jobs.internal_linking.show_more A company is looking for a Workday Systems Analyst responsible for supporting the configuration and administration of Workday HCM and HR Technology projects.
Key Responsibilities Provide subject m...serp_jobs.internal_linking.show_more 
Manager, Workforce Planning (Starlink Customer Success).SpaceX was founded under the belief that a future where humanity is out exploring the stars is fundamentally more exciting than one where we ...serp_jobs.internal_linking.show_more
Workforce Development-COE Solution Specialist.The Workforce Development-COE Solution Specialist plays a pivotal role in driving business outcomes by leading the design, implementation, and optimiza...serp_jobs.internal_linking.show_more A company is looking for a Business Systems Analyst, NetSuite.Key Responsibilities Support end-to-end solutioning : design, develop, test, and deploy NetSuite functionality and improvements to mee...serp_jobs.internal_linking.show_more A company is looking for a Senior Workday People Technology Analyst responsible for designing, configuring, testing, and maintaining Workday and related HRIS system functionality.Key Responsibiliti...serp_jobs.internal_linking.show_more A company is looking for a Cost Integration Analyst to develop and defend Life Cycle Cost Estimates across Radar and C2 missions.
Key Responsibilities Develop and support custom cost data tools an...serp_jobs.internal_linking.show_more 
Quality without Compromise' is not just a motto at See's Candies.It is the most important ingredient in our recipe for success.
See's Candies has been in business since 1921 and maintains a reputati...serp_jobs.internal_linking.show_more A company is looking for a Reporting Analyst.Key Responsibilities Write and proofread bi-monthly SEO campaign reports and initial reports for clients Provide strategy insights and analyze trends...serp_jobs.internal_linking.show_more 
Reporting to the Director, Project Management Development (Director, PM Development), the Program Manager, Workforce Development is responsible to support the organized development of ACCO's skille...serp_jobs.internal_linking.show_more A company is looking for a Program Manager (Workforce Management).Key Responsibilities Manage and process capacity requests from cross-functional teams Track and update headcounts by team, locat...serp_jobs.internal_linking.show_more A company is looking for a Salesforce Incident Management Analyst.Key Responsibilities Create, prioritize, and triage service requests and incident tickets for timely resolution Monitor Salesfor...serp_jobs.internal_linking.show_more
Workforce Manager
VirtualVocations • Carson, California, United States
serp_jobs.job_card.full_time
serp_jobs.last_updated.last_updated_30 • serp_jobs.job_card.promoted
Applications Analyst II
VirtualVocations • Norwalk, California, United States
serp_jobs.job_card.full_time
serp_jobs.last_updated.last_updated_30 • serp_jobs.job_card.promoted
Contingent Workforce Manager
Herbalife • Torrance, CA, US
serp_jobs.job_card.full_time
serp_jobs.last_updated.last_updated_variable_hours • serp_jobs.job_card.promoted • serp_jobs.job_card.new
Revenue Cycle Systems Analyst
VirtualVocations • Signal Hill, California, United States
serp_jobs.job_card.full_time
serp_jobs.last_updated.last_updated_variable_days • serp_jobs.job_card.promoted
Technical Solutions Analyst (Workday)
Skechers • Manhattan Beach, CA, United States
serp_jobs.job_card.full_time
serp_jobs.last_updated.last_updated_1_day • serp_jobs.job_card.promoted
Technical Solutions Analyst (Workday) (Manhattan Beach)
Skechers • Manhattan Beach, CA, US
serp_jobs.job_card.part_time
serp_jobs.last_updated.last_updated_variable_days • serp_jobs.job_card.promoted
Epic Integration Analyst
VirtualVocations • Whittier, California, United States
serp_jobs.job_card.full_time
serp_jobs.last_updated.last_updated_30 • serp_jobs.job_card.promoted
Workforce Scheduling Analyst
VirtualVocations • Glendale, California, United States
serp_jobs.job_card.full_time
serp_jobs.last_updated.last_updated_30 • serp_jobs.job_card.promoted
Workday HCM Core Analyst
VirtualVocations • Signal Hill, California, United States
serp_jobs.job_card.full_time
serp_jobs.last_updated.last_updated_variable_days • serp_jobs.job_card.promoted
Workday Systems Analyst
VirtualVocations • Whittier, California, United States
serp_jobs.job_card.full_time
serp_jobs.last_updated.last_updated_30 • serp_jobs.job_card.promoted
Manager, Workforce Planning (Starlink Customer Success)
SpaceX • Inglewood, CA, US
serp_jobs.job_card.permanent
serp_jobs.last_updated.last_updated_30 • serp_jobs.job_card.promoted
Workforce Development-COE Solution Specialist
DPR Construction • Newport Coast, CA, US
serp_jobs.job_card.full_time
serp_jobs.last_updated.last_updated_variable_days • serp_jobs.job_card.promoted
NetSuite Business Systems Analyst
VirtualVocations • Pasadena, California, United States
serp_jobs.job_card.full_time
serp_jobs.last_updated.last_updated_1_day • serp_jobs.job_card.promoted
Senior Workday Analyst
VirtualVocations • Norwalk, California, United States
serp_jobs.job_card.full_time
serp_jobs.last_updated.last_updated_30 • serp_jobs.job_card.promoted
Cost Integration Analyst
VirtualVocations • Glendale, California, United States
serp_jobs.job_card.full_time
serp_jobs.last_updated.last_updated_30 • serp_jobs.job_card.promoted
Workforce Analyst
See's Candy • Carson, CA, US
serp_jobs.job_card.full_time
serp_jobs.last_updated.last_updated_30 • serp_jobs.job_card.promoted
Reporting Analyst
VirtualVocations • Long Beach, California, United States
serp_jobs.job_card.full_time
serp_jobs.last_updated.last_updated_30 • serp_jobs.job_card.promoted
Program Manager, Workforce Development
ACCO Engineered Systems • Pasadena, CA, United States
serp_jobs.job_card.full_time
serp_jobs.last_updated.last_updated_30 • serp_jobs.job_card.promoted
Workforce Management Program Manager
VirtualVocations • Signal Hill, California, United States
serp_jobs.job_card.full_time
serp_jobs.last_updated.last_updated_variable_hours • serp_jobs.job_card.promoted • serp_jobs.job_card.new
Salesforce Incident Management Analyst
VirtualVocations • Signal Hill, California, United States
serp_jobs.job_card.full_time
serp_jobs.last_updated.last_updated_1_day • serp_jobs.job_card.promoted