Workforce Analyst

Legalzoom Austin , TX 78719

Posted 3 weeks ago

WFA Workforce Analyst

About Us

LegalZoom is the nation's leading provider of personalized, online legal solutions and legal documents for businesses and families. We are high-growth and fast-paced with a mission to disrupt the legal industry by bringing great legal help to people at a reasonable price. We believe in hard work, passion, and innovation for what we do and how we deliver.

Job Description

A Workforce Analyst is responsible for the contact center resource planning, which includes forecasting workload, scheduling, and implementing real-time adjustments. You will prepare, interpret, and analyze reports to increase customer satisfaction and experience. You will manage the Contact Center staff schedules to ensure adequate resources for all departments. You will work collaboratively with the operations analysts, management, and people operations teams to ensure that all departments abide by company standards. You will work with other supporting departments to ensure continuous workflow and support of the Contact Center.

Responsibilities Include, But Are Not Limited To:

  • Responsible for monitoring intraday activity in multiple business areas and call types simultaneously

  • Real-time monitoring of queue and agent performance, reporting concerns for on-the-spot resolution

  • Monitor multiple attendance lines for agent call-outs.

  • Provide timely update to schedules, including attendance records and prompt notification to leadership

  • Manage day-to-day staffing and event changes to ensure optimal resource coverage and queue efficiency

  • Communicate with management and operations team to ensure compliance with company standards and Contact Center processes

  • Approve/deny PTO submissions based on business impact

  • Process schedule trade requests

  • Schedule off-phone events such as meetings and training based on projected workload and coverage

  • Identifies, communicates, and recommends improvement in support and service process that will increase customer experience

  • Collaborates with business owners to ensure intraday practices are enforced and that there is sufficient coverage to meet workload demand

  • Performs any other related duties as required or assigned


  • 1-2 years of experience in Workforce Management, preferably in contact centers with at least 100 employees

  • 3+ years of contact center operations or equivalent work experience

  • Strong analytical ability and proven experience at converting data to actionable information

  • A willingness to learn new software applications and adapt in a fast pace environment

  • Ability to be highly organized with an emphasis on accuracy and timeliness

  • Ability to organize information and accurately follow procedures, with strong attention to detail

  • Ability to work alone with minimum supervision and with others in a team environment, occasionally under time pressure with multiple deliverables

  • Exceptional communication skills with a drive to affect positive change in a collaborative environment

  • Flexible to work evenings and weekends

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Principal PS Consultant Workforce Engagement Management


Posted Yesterday

VIEW JOBS 1/27/2021 12:00:00 AM 2021-04-27T00:00 Summary As a Principal WEM(Workforce Engagement Management) Consultant you will often be working closely with our customers and internal Genesys Agile teams and must have superb interpersonal and communication skills, as well as the ability to work well within a fast-paced environment with tight deadlines. The successful candidate will work closely with other team members, including Team leads, user interface designers, product owners, scrum masters and quality assurance engineers to deploy Genesys applications for our customers. Consultants get the opportunity to work on projects for Genesys Premise and Cloud solutions spanning Speech and Text Analytics, Recording, and Quality Management. The goal of the role is always to provide the best customer experience for our customers and partners. Major Responsibilities/Activities In this role, the primary responsibilities will include (but are not limited to): * Lead customer workshops and discovery sessions positioning customers for success with awareness of product nuances * Be comfortable leading technical and business discussions both in front of the customer and internally * Work alongside with customers and/or partners to develop, implement, and tune Speech Analytics linguistic logic that targets the specific customer outlined goals * Guide customers in developing quality assurance strategies to ensure the delivery of world-class service * Think creatively and identify opportunities to leverage Speech analytics in order to improve the customer experience * Create accurate development effort estimates in collaboration with the team manager, Professional Services project managers or regional managers * Work with Product owner, Scrum master to drive user story creation and ownership for SSA owned epics for Recording, Quality Management and Speech and Text Analytics * Present and demonstrate proposed WEM solution features as required. Perform knowledge transfer of the delivered solutions at the conclusion of the engagement as necessary * Communicate within the global community respecting cultural, language, and time zone variations * Demonstrate flexibility to adjust working hours to match customer and team interactions * Work effectively in a team environment, as well as independently to deliver the projects * Provide feedback to the product organization about issues found in product, documentations or architectures Minimum Requirements * BS/MS/BA or equivalent in Computer Science, Engineering or related field. Computer Science , major preferred. * 5 + Years of experience deploying or using WEM solutions. Does not have to be specific to Genesys WEM * Demonstrated experience in a customer facing role and handled difficult customer situations * Ability to work independently on routine duties or projects with general instructions on new assignments * Strong analytical skills with high attention to detail * Ability to take initiative and work on new product features * Demonstrate solid analytical programming and problem-solving skills. Quick learner on new technologies and product features * Ability to prioritize work, meet deadlines, achieve goals and work under pressure in a dynamic and fast paced environment * Good verbal, writing skills and the ability to effectively interact with clients (business and technical audiences) in the English language is a must. Having similar capabilities in other languages is a plus * Must demonstrate ability to effectively understand and consult with clients and partners (vendors and internal teams) in a high paced environment and flexible schedules. May assist with resolving escalated customer issues that originated with customers or partners * Willingness to travel, including internationally * Must be familiar with Agile methodology Familiarity with the following is a definite plus: * Practical experience deploying Genesys solutions such as Genesys Interaction Analytics and Genesys Interaction Recording * SQL experience * Azure or AWS certification Business Skills * Capable of working on or leading a team through a fast paced and complex project * Excellent verbal and written business communication skills, including escalation management and information presentation * Knowledge of customer service processes * Knowledge of Cloud change control processes * Exercises good judgment * Strong follow-through, ownership & responsibility on tasks assigned * Effective time management and maintains flexibility Work Context * Communicates regularly with colleagues and management * Uses computer frequently * Post Covid: Occasionally travels to customer and business meeting sites, including international locations (on average 25% travel) Benefits * Medical, Dental, and Vision Insurance * Telehealth coverage * Flexible work schedules and work from home opportunities * Development and career growth opportunities * Open Time Off * 401(k) matching program * Adoption Assistance * Infertility treatments See more Genesys benefits information at Covid-19: Safety for our employees and our communities is a key priority for Genesys. We continue to experience rapid growth during the Covid-19 pandemic and are conducting remote hiring and onboarding processes. All hiring and onboarding processes are being conducted remotely at this time. We utilize Zoom video meetings and phone calls during the interview process. We will be working remotely through at least June 30, 2021, in most locations, and we are re-evaluating the opening date of all the Genesys offices on an ongoing basis. About Genesys: Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service℠ so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, national origin, genetics, disability, veteran status, and other protected characteristics. #LI-TL1 Genesys Austin TX

Workforce Analyst