Workforce Analyst
See's Candies
Carson, CA
Work is Sweet!
'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 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.The pay range for this position at commencement of employment is expected to be between $75k-$83k per year; however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience.
Job Description:
POSITION RESPONSIBILITIES:
- Key knowledge holder of the ACD functionality, equipment, reporting, connectivity, toll free numbers, messaging and otherACD system features.
- Coordinatesreporting,systemsand equipment needs with Contact Centerleadershipin support of business needs.
- Providesanalysesand ad-hoc reportingof Contact Center performance based on real-time and historicaldata.
- Ensures schedulesmeet serviceobjectivesand make best use of resources.
- Responsible for implementing load balancing tomaintainappropriate occupancyandutilizationlevels for theContact Center.
- Maintain ACD tables foraccuratecall routing,optimumcustomerserviceand reporting.
- Ensuresequipment is in working order following any required maintenance or replacement schedules.
- Developsand implementscontingency staffing models. Coordinates Contact CenterManagementtoidentifyopportunities for service improvements and cost efficiencies.
- Stayscurrent withvariouscustomer contact tools suchasChat/SMSwithservice level measures applicable to See’s customers.
- Coordinatesrecommendations for new tools with Marketing & Contact Center leadership, alignedwith business plans.
- Utilizescreative methodologies and self-developed toolsto forecast and createcapacity plans in the absence of sophisticated workforce management tools.
- Monitors real-time Contact Center performance statistics, adding/adjusting schedules tosecure staffing requirements and tracking.
- Identifiesand researchesservice level risks for problem resolution and management notification.
- Performs special projects as assigned by management.
- Responsibleforidentifyingopportunities 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.
MINIMUM QUALIFICATIONS:
- 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,softwareand network infrastructure for ACDenvironment.
- Excellent communication skills for collaborationwith Systems & Operations, Contact Center leadership, ACD vendor & outsource vendor.
- Proficiencyin ACD system navigation for maintenance of tables, moves and changes, useof standard reports.
- Excellent organizational and analytical skills to efficiently perform work force management duties ona timelybasis.
- Expert Level: MicrosoftOffice Suite skills: Excel & Wordrequired; Access desirable.
- Provenability to learn new technologiesquickly and manage change efficiently,proactivelyand in a positive manner.
The total compensation package for this position may also include other elements, in addition to a full range of generous medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.
See's is an EOE
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).
About the Company
See's Candies
For 100 years, See's Candies has been dedicated to making candy Mary See's way. Only the finest, freshest ingredients are used in making each recipe. We add no preservatives to our candy. It's quality you can taste in every piece. American made, famous for deliciousness, with the friendliest customer service - since 1921.
Today, you can choose from over 100 different candies and chocolates, whether you are shopping with us online or visiting one of our iconic shops (where every visitor still gets to try a piece, it's our treat!).
Founded and headquartered in California, See's Candies has expanded from one candy shop to over 230 shops across America, as well as a flourishing online shop. Our growth happily continues. Our commitment to taste, quality, tradition and service steadfastly remains.
Mary would be proud.