Strategic Workforce Planning (and Telephony) Analyst

At TreviPay, we believe loyalty begins at the payment. Thousands of sellers use our global B2B payments and invoicing network to provide choice and convenience to buyers, open new markets and automate accounts receivables. With integrations to top eCommerce and ERP solutions and flexible trade credit options, TreviPay brings 40 years of experience serving leaders in manufacturing, retail and transportation.  
 
Every day, TreviPay employees are challenged and empowered in a supportive, collaborative, entrepreneurial environment. 

This position requires an individual with a high level of organizational skills and ability to provide innovative solutions supporting a team that exceeds customer expectations. The ability to multitask and display a sense of urgency is critical to this role. The Operations Analyst – Workforce Planning/Telephony has a critical role in supporting workforce and telephony operations. Primary responsibility will be gathering data for monthly forecasting, scrubbing data for accuracy, reviewing, and adjusting daily staffing schedules, timecard management and approvals, and identification of enterprise phone issues.
 
Principal Duties and Responsibilities:
o    Maintain roles and values associated with KPIs assigned to tasks for individual programs, coordinating with team leaders.
o    Work with team leaders to investigate and correct KPI exceptions.
o    Add new hires to monitoring systems, assigning correct level and tiers.
o    Review time entry for accuracy and submit for payroll processing.
o    Assist to develop and maintain staffing models to determine the optimal number of agents required at different times of the day, week, month, or year to meet service level targets and contractual obligations.
o    Create and recommend agent schedules that align with forecasted workloads, considering factors such as skill requirements, shift preferences, and contractual obligations.
o    Monitor real-time adherence to ensure agents are adhering to their schedules, investigate and resolve any deviations, and proactively adjust schedules as needed.
o    Generate reports and enter key performance indicators (KPIs), such as service level, average handling time, and forecast accuracy used to identify trends, areas for improvement, and opportunities for optimization.
o    First point of contact for enterprise-wide phone incident management to validate and open outages as required.
o    Maintain and update telephony skilling for Operations agents
o    Troubleshoot soft phone issues with agents and escalate if issue cannot be resolved.
o    Stay updated with industry best practices related to workforce management and contact center operations.
 
Required Experience, Skills and Abilities:
o    Proven experience as a workforce specialist in a customer contact center environment
o    Strong critical thinking and analytical skills
o    Familiarity with statistical analysis and forecasting techniques.
o    Excellent interpersonal skills
o    Strong communication skills to effectively collaborate with cross-functional teams and present findings to stakeholders.
o    Detail-oriented with strong organizational and time management skills.
o    Ability to work in a fast-paced environment and adapt to changing priorities and business needs.
o    Knowledge of contact center operations, including call routing strategies, skill-based routing, and call center metrics.
o    Understanding of workforce management principles, including scheduling, capacity planning, and adherence monitoring
o    Intermediate Excel skills
o    Experience with Service Cloud is a plus
o    Familiarity with telephony concepts and terminology.
o    Interdepartmental and customer relationship skills

Why you will love working at TreviPay
·        Competitive salary
·        Paid parental leave
·        Generous paid time off
·        Medical, dental, vision, FSA, Life/AD&D, long and short term disability
·        401K matching
·        Employee referral program
 
At TreviPay we believe:
·        in saying yes to unique and challenging requirements
·        empowered team members are creative team members
·        our products make the customer’s day just a little bit better
·        work/life balance makes us all more effective
 
TreviPay is an Equal Opportunity and Affirmative Action Employer.  We welcome all veterans and disabled applicants.
 
Individuals with disabilities will be provided reasonable accommodation to participate in the job application and/or interview process. Please contact  Recruiting@trevipay.com  to request an accommodation.