Workforce Analyst

The Opportunity :

As a Workforce Analyst at Lumens, you’ll be at the heart of our Contact Center's success! You’ll be the key to driving exceptional customer experiences by expertly managing real-time monitoring, forecasting, and scheduling to optimize our contact center performance.

Your insights and analytical skills will fuel continuous operational improvements, leading the charge in workforce optimization and capacity planning to achieve our service goals.

Responsibilities :

• Generate and maintain short, midterm, and long-term forecasts for call volume, call pattern, average handle time, staffing requirements, for multiple skill groups with and without the use of workforce management software.
• Actively participate in the implementation, configuration and training of new Workforce Management software as needed.
• Create, maintain and adjust staffing schedules to deliver staffing levels to meet service levels.
• Ensure that forecasting models evolve with the business and customer needs.
• Perform continual daily monitoring and analysis of current performance and conduct real-time analysis to make necessary adjustments in staffing plans to achieve established SLAs and business objectives
• Engage with contact center staff, leaders and other stakeholders to assess potential risks and other factors affecting performance and drive or actively participate in discussions to respond and adjust to mitigate risks.
• Oversee proactive scheduling of discretionary activities such as trainings, meetings, and offline activities
• Provide workforce management training to other contact center stakeholders on key metrics, reporting tools, and dashboards.
• Complete end of month reporting on business unit performance reporting in a detailed, timely and accurate manner; provide analysis and operational recommendations based on data
• Provide ad-hoc reports for contact center related data and analyze data making recommendations to management
• Maintain data integrity by identifying, researching, and resolving data quality issues to ensure accurate reporting from all data sources
• Actively communicate with customer service agents, leadership and others to identify call drivers and identify opportunities to reduce contacts, improve call handling, and service.

Qualifications :

• 2-5 years of workforce management, forecasting and scheduling with and without WFM software.
• Ability to create accurate forecasting and scheduling in a Contact Center environment with and without WFM software i.e.

use of advanced Excel spreadsheets and ERLANG

• Microsoft Office and Excel skills are essential
• Knowledge of CRM (NetSuite) and call center tools preferred (Gladly, Playvox)
• Experience in multi-channel customer service (phone, email, chat and social media)
• Self-driven with ability prioritize, plan, manage multiple tasks and accomplish goals within specified deadlines
• Demonstrated leadership skills with the ability to get results through others
• Excellent communication skills both written and verbal - are essential. You must have solid language skills, professional written and verbal presentation, and proper use of grammar
• Excellent interpersonal skills via phone, email and in person are required
• Thorough, detail-oriented individual who can consistently document plans and interactions
• Demonstrated creative problem-solving skills

The Company :

Lumens is Enlightened by Design. We’re excited by design, too. We travel the world to find everything from authentic and iconic pieces, to the latest in contemporary interior décor, all sourced from global design brands, including exclusive pieces you won’t find anywhere else.

And we’re always looking for fellow design enthusiasts to join our team.

Lumens.com launched in 2004 with one goal in mind : to be the best place to shop for lighting, fans, furniture, and accessories for people who love modern design.

Since then, Lumens has become an established ecommerce pioneer and leader in lighting and mid-market and luxury home goods, offering a best-in-class customer experience with a service team composed of American Lighting Association-certified lighting and design enthusiasts serving trade professional, residential and commercial customers.

Today, Lumens is an innovative company at the forefront of good design, poised for growth with the backing of The Flos B&B Italia Group and strategic links to world-renowned design brands Flos, Louis Poulsen, B&B Italia, Maxalto, Menu, by Lassen, Azucena and Arclinea.

We’re looking for top talent with a shared vision around bringing the world’s best design products to discerning customers while seizing the opportunity to make a difference and impact the direction of the company.

We are obsessed with our customers, play to win and believe in a great today and even better tomorrow. We are enlightened by design, and the future is bright at Lumens.

Location : Sacramento, CA

Compensation : $23 / hr - $25 / hr

Benefits : access to health benefits + 401k + 3 weeks annual paid time off