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Customer Service & Solutions Workforce Management (Wfm) Analyst

Expired Job

C&S Wholesale Grocers Brattleboro , VT 05301

Posted 2 weeks ago

Company Overview

C&S Wholesale Grocers, Inc., based in Keene, NH, is the largest wholesale grocery supply company in the U.S. and the industry leader in supply chain innovation. Founded in 1918 as a supplier to independent grocery stores, C&S now services customers of all sizes, supplying more than 6,000 independent supermarkets, chain stores, military bases, and institutions with over 150,000 different products. At C&S, We Select the Best those with the motivation, pride, and drive to succeed in our fast-paced world.

Working Safely is a Condition of Employment at C&S Wholesale Grocers, Inc. C&S Wholesale Grocers is proud to be an Equal Opportunity and Affirmative Action employer, and considers qualified applicants without regard to race, color, creed, religion, ancestry, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factor under federal, state or local law.

Position Overview

As a Customer Service & Solutions Workforce Management Analyst , you will improve and support the Workforce Management team functions for all Customer Service & Solutions contact centers. Key responsibilities include tracking and reporting of key performance indicators (KPIs), real time service level monitoring, execution of cross training initiatives, standard operating procedure development and maintenance, scheduling functions and workforce modeling. The WFM analyst will approach customer needs with a client focused attitude, taking ownership of resolving customer issues with a high degree of satisfaction with our products and services. The WFM analyst will be available to travel in support of training, quality assurance and process improvement initiatives. The WFM analyst will participate in key projects, attend internal leadership team meetings and will be looked upon to provide accurate reporting on KPIs and workforce scheduling.

Responsibilities

  • Responsible for tracking, monitoring and reporting of attendance and schedule adherence to Customer Service & Solutions leadership.

  • In conjunction with supervisors manage team time off and work shifts.

  • Attend regularly scheduled and ad-hoc telecoms and / or off-site meetings.

  • Create presentations, reports and data extraction and analysis from payroll systems, Finesse/UCCX phone system, CRM, and other sources to track trends and report on KPIs on a daily / weekly / ad-hoc basis.

  • Manage the team schedule for the network to ensure adequate daily resource coverage including any Business Continuity Planning as a result of a regional or network wide weather or emergency event.

  • Partners with the Training Supervisor and Quality Assurance Manager on key training initiatives and process improvement roll outs across the network. Provides analytical support for department projects and process and efficiency improvement initiatives.

  • Lead training and cross training of employees across the network.

  • Utilize WFM software and other tools to create and analyze scheduling models in order to optimize resources in balance with service level goals including forecasting.

Qualifications

  • 3 years working in a contact center or customer service organization

  • Bachelor's degree or 3 year equivalent experience

  • Effective oral and written communication skills with a strong customer orientation

  • The ability to multi-task in an active call center environment

  • Proficient in the use of multiple computer systems

  • High level of organizational skills with an emphasis on accuracy and timeliness

  • Ability to organize information and have attention to detail

  • Professional verbal and written communication skills

  • Proficient with Microsoft Office Applications Word, Excel, Access, Outlook. Experience

  • Demonstrated strong analytical skills

  • Ability and willingness to learn and train others on new software applications

  • Complex problem solving, judgment, critical thinking and decision making

  • Ability to work alone with minimum supervision and with others in a team environment, occasionally under time pressure and on several tasks at the same time

  • Ability to learn new information quickly, work independently and take initiative

  • Strong organizational skills and ability to prioritize

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Customer Service & Solutions Workforce Management (Wfm) Analyst

Expired Job

C&S Wholesale Grocers