Workforce Analyst

**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.

Job Description

**POSITION RESPONSIBILITIES:**

• Key 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.
  
  

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, 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 work force 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.
  
  

_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)._