Workforce Mgmt Associate at Liveops Agent Services, LLC in Scottsdale, Arizona

Job Description:

The Workforce Management Team is the heart of Operations and responsible for all Liveops clients Call Forecasting, Scheduling, Pooling/Routing, Analytics and Agent Need-Capacity Planning. This is while ensuring all client metrics are met and IC agent utilization/satisfaction remains high. 

The Purpose of Your Role

We believe the Workforce Management Associate role possesses a highly developed attention to detail, deep problem-solving skills, the ability to adapt quickly and learn on the job, while juggling multiple responsibilities and still delivering top notch results in a fast-paced environment.

The Qualifications We’re Looking For

• Familiarity with contact center systems and terminology
  
  
  
  • ACD’s
  
  
  • WFM Scheduling
  
  
  
  


• Thorough understanding of call center metrics (AHT, utilization, shrinkage)


• Strong analytical skills
  
  
  
  • Very strong Excel skills, including ability to create and maintain spreadsheets that would include advanced formulas (if statements, v/h lookup, etc.)
  
  
  • Ability to take complex data, utilizing Excel, and create summary views that are easy to follow and can be shared with Operations or Customers
  
  
  
  


• Bachelor’s Degree or equivalent work or educational experience


• Excellent oral and written communication skills; the ability to manage multiple and diverse stakeholders across businesses and leadership levels


• Strong Organizational skills: Ability to manager multiple priorities and be flexible with competing priorities and prioritizing accordingly


• Ability to lead and/or participate in virtual meetings in a distraction-free environment

The Competencies You Bring

Adaptability, Attention to Detail, Customer Focused, Computer Literacy, Quality Orientation, Stress Tolerance, & Communications

The Value You Deliver

• Works well independently and in a team setting


• Flexibility with availability
  
  
  
  • In coverage hours needed
  
  
  
  


• And total hours required on a daily/weekly basis, including nights and weekends

 

 About Liveops:

Liveops is a virtual call center offering an on-demand skilled workforce of onshore virtual agents for all customer service and sales needs.

With more than 20 years of experience offering flexibility, scalable talent, and meaningful work, Liveops has been improving the lives of its agents, clients, and employees by creating endless opportunity. Our virtual-flex model has enabled more than 400 organizations across service industries including retail, healthcare, insurance, tax, telecom, and government to trust Liveops to deliver a fully scalable enterprise workforce, with faster program readiness, increased revenue, and greater customer satisfaction scores than traditional call centers.

Liveops exists to improve the lives of our agents, clients, and employees. As a Liveops employee, you’re part of a purpose-driven culture that values curiosity, collaboration, and results. We encourage diverse perspectives to create better outcomes, celebrate initiative, and build relationships based on trust and transparency. We offer outstanding benefits including insurance, 401k match and a flexible vacation plan.

Eligibility Requirements

Eligible States for Employment; Alabama, Arizona, Colorado, Florida, Georgia, Idaho, Illinois, Indiana, Kansas, Michigan, Mississippi, Nebraska, New Jersey, North Carolina, Ohio, Oklahoma, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Wisconsin.

Legal authorization is required to work in the U.S. is required.  We will not sponsor individuals for employment visas now or in the future. 

                                                                               Equal Opportunity Employer

 

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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