Employment Spot

Job Description

Saveology.com is a leading comparison shopping destination focused on a vast array of homes services, including cable, satellite television, Internet, telecommunications, home security and warranties, moving services and various financial products.  Our mission, through utilization of the Saveology.com platform and search engine, is to empower consumers to lower their cost of living by quickly comparing offers and allowing for the seamless purchase and service installation of a broad range of nationally-recognized brands.

POSITION SUMMARY:

As a Workforce Analyst you will be responsible for collecting multi-faceted data, analyzing trends, and partnering with the departments to manage the forecasting and routing for the short and long term in the Call Center.  Additionally, the Workforce Analyst may be asked to assist the Call Center Data Analyst with reporting.

Are you a fit?
Are you a self-starter and an effective analyst? Would you enjoy forecasting and analyzing shrinkage, occupancy and staffing requirements - interacting with all levels of management?

Key Competencies

• Act Strategically: You foster a consistent understanding of strategy, translate it into defined plans and "stay the course" to implement it, while anticipating and identifying where change is needed.
• Leadership: You inspire extraordinary results by: engaging associates, valuing diversity and shaping culture to support a high performance environment.
• Communication: You actively listen to others to understand their perspective and ensure continuous understanding regardless of communication channel or audience.
• Innovate: You introduce new ideas and processes, which improve performance and productivity.

Job Requirements

• Minimum 3 years of Call Center experience, coupled with a minimum of 2 years experience in an analytical capacity within a Call Center.
• Workforce Management, Resource Management and/or Capacity Planning role is preferred 
• Schedule flexibility
• The ability to analyze large amounts of numerical Call Center data in a multi-skilled and multi-site environment
• Expert level Microsoft Excel and intermediate level Microsoft Access skills. Must be able to create pivot tables, conditional logic (if) statements and access user interfaces to external data
• Superb verbal and written communication skills. Must be able to communicate the results and recommendations of complex analysis to non-technical decision makers and leaders within Saveology.com
• Prior experience with Workforce Management systems and solutions

• You will report to the Workforce Manager. This area is under the leadership of the Vice President & Chief Operating Officer.