Workforce Management Scheduling Analyst, Call Center

Asea Pleasant Grove , UT 84062

Posted 2 months ago


ASEA is looking for a talented and enthusiastic Workforce Management Scheduling Analyst to join our team. ASEA, a global leader in cellular health, is dedicated to providing a sustainable lifestyle by delivering high-quality health products through a direct-selling distribution model. ASEA offers first-to-market products that affect health at the genetic level. We're regularly included on Utah's Best Places to Work and have a tight knit team that work hard and play hard. Perks include working in a brand new, very cool, office space (complete with ping pong table and soda fountain) coupled with great opportunities for personal and professional growth.


The Scheduling Analyst of Workforce Management (WFM) is responsible for ensuring effective workforce planning, scheduling and real time resource management of in-center and remote advisors.


  • Work closely with WFM Manager and be willing and able to train leadership on metrics and give information about current scheduling needs.

  • Assist, and be a backup for Workforce Manager, in technical issues with inContact (WFM Software) for all on-site and remote workers.

  • Build and maintain employee schedules, for multiple languages, in alignment with forecasted contacts and ensure accurate adherence to department metrics.

  • Prepare reports including department schedule adherence, trends, forecasting and contact volumes.

  • Monitor contact volume for multiple teams, and make staffing recommendations based on volume, wait time, AHT, and optimal occupancy.

  • Be creative in assisting the management team by developing new reports to answer leadership questions regarding scheduling and forecasting.

  • Identify key contact volume drivers and make appropriate scheduling recommendations to maintain department service levels.

  • Utilize forecasting tools to ensure accurate contact volume projections.

  • Review contact center reports to ensure accuracy, and constancy.

  • Assists in administering company policy regarding time off requests, and attendance.

  • Ability to evaluate forecasts with actual data to ensure accuracy of forecasting.


  • Experience with WFM software (inContact preferably) that includes real-time adherence

  • Understanding of overall operational activities including inbound and outbound phone calls, and emails. Experience with chat is preferred

  • Must have a strong knowledge of Excel and other Windows based programs (Word, PowerPoint, etc.), and the ability to coordinate and analyze data in a structured manner.

  • Experience making staffing decisions is highly preferred.

  • Experience in performing WFM functions across multiple teams

  • Ability to perform forecasting in a contact center and schedule to those needs is a must

  • Strong attention to detail, and a willingness to help if issues arrive

  • Deep understanding of metrics required

  • Experience working with large data sets and databases

  • Basic experience with SQL is a plus.

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
Property Accountant Property Management

Peak Living

Posted Yesterday

VIEW JOBS 1/17/2021 12:00:00 AM 2021-04-17T00:00 Peak Living is currently seeking a Property Accountant to join our team! At Peak Living, our employees love where they work. We offer a comprehensive benefits package include matching 401k and a generous PTO plan. We are a full-service real estate management company with communities across the United States. We are positioned for growth and believe successful growth is best achieved by developing high quality teams and empowering them in their roles to boost property performance. Summary Under the direction of the Accounting Manger, the Property Accountant supports and assists all aspects of community financials. Work with an amazing team that oversees the accounting for all the properties across the company. Knowledge / Skills / Ability * Capacity to learn new software programs including YARDI Property Management software * Microsoft Word & Excel * Microsoft Internet Explorer or Google Chrome * Ability to multi-task * Strong interpersonal and team skills * Troubleshooting and analytical skills * The ability to work independently * Excellent written and verbal business communication * Knowledge of Real Estate Databases, transaction processes, including review of contracts * Knowledge of accounting principles and procedures * Experience with Accounting for Multifamily Housing Preferred Education and Experience * Bachelor's Degrees in Accounting or related field or equivalent experience * YARDI Property Management software Responsibilities * Responsible for all accounting and financial reporting * Reconcile accounts receivable, prepaid rents, and security deposits to trial balance * Direct month-end closing * Prepare monthly journal, financial statement preparation and bank reconciliations * Maintain general ledger and review account details on a regular basis * Review accounts payable and expenditures for proper expense classification * Perform cash projections and forecasts * Assist Property Managers with questions regarding tenant statement. * Maintain a working knowledge of mortgage/escrow/draw agreements, Management Agreements and real estate tax and property insurance assessments to facilitate timely and accurate processing * Prepare and submit capital expenditure reimbursements * Prepare ownership distributions * Special projects and other responsibilities as assigned * Assist with annual financial audit * Follow company policies and procedures * Regular, on-time attendance Peak Living LLC offers a competitive compensation package including monthly and quarterly bonuses, health, vision, dental and life insurance and discounted rent program. Peak Living Pleasant Grove UT

Workforce Management Scheduling Analyst, Call Center