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

Qualifications

  • 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

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Workforce Analyst

Legalzoom