Who we are:
Since our founding in 2011, our mission has been to improve the lives of seniors and their caregivers. We are deeply passionate about communication and committed to becoming the foremost provider of services and solutions that enable seniors to lead more meaningful and independent lives. We also understand the power of connection and the profound impact it has on the lives of individuals who are hard-of-hearing. By utilizing enhanced automatic speech recognition, human captioning, and innovative product development, we deliver easy-to-use, cutting-edge technology to our primarily senior customer base. Our near real-time phone captioning technology allows individuals with hearing loss to see what callers are saying, enabling them to regain their connection to the world.
ClearCaptions is a Federal Communications Commission (FCC)-certified telephone captioning provider, adhering to the highest industry standards of privacy, security, and professionalism. We recognize the importance of maintaining the trust and confidence of our customers, and we continually strive to exceed their expectations.
For more information about our services please visit clearcaptions.com.
Position Summary:
The Workforce Management (WFM) Analyst for ClearCaptions, LLC, is responsible for analyzing staffing across multiple call centers and vendors in order to ensure that daily service level goals are met. You will monitor internal and external factors that impact staffing demand as well as staffing shortages and request staffing moves to adjust to need. Position reports directly to Call Center Workforce Manager and works closely with multiple third party site workforce analysts/team leads to assist in managing staffing to meet service level requirements and goals. The right candidate is well-versed in using WFM software and possesses a minimum of two years’ experience working in/with a WFM department.
This is a Remote/Work from Home position reporting to the Workforce Manager.
What you will do:
- Responsible for projecting staffing schedule needs across multiple call centers and vendors to meet sales driven forecast.
- Responsible for publishing schedules to vendors in a way that maximizes efficiency and fairness.
- Evaluate vendor actual staff schedules and workflows to properly communicate any possible improvements of efficiencies, across multiple centers and multiple vendors.
- Analyze actual agent schedules and production performance to measure adherence against published staffing need.
- Analyze data and recognize/interpret trends and communicate needed changes to vendors and management.
- Cooperate with various LOB managers to determine what intraday adjustments can be made; alert management to potential service level risks.
- Ensure vendor call center staff are utilized to provide optimum service levels for customers.
- Monitor external factors that may impact workload volumes; calculate potential business impacts from these factors and communicate action plans.
- Track, analyze and report center performance and compliance with reports from WFM tool.
- Run and distribute traffic and agent reports for vendors utilizing WFM tool.
- Track system issues and report to the proper support team.
- Based on analysis, provide process improvement and operational improvement recommendations to management.
- Provide and full WFM support for internal IP-CTS call centers, where applicable.
- Monitor schedule and headcount changes from providers; report weekly headcount and capacity across all sites.
- Consistently perform quality review of data and report results; question and validate data for integrity and consistency, document report processes and logic applied in reporting.
- Additional duties and assignments as directed by Call Center Workforce Manager.
Qualifications:
- Associates degree or equivalent work history in Call Center WFM.
- Minimum 2 years’ WFM experience with WFM Software.
- Expertise in ACD and WFM reporting principals.
- Minimum two years’ call center experience in operations.
- Advanced skill of Microsoft Excel is required (including but not limited to: PowerPivot, advanced formulas, nested statements, trend analysis, advanced charting, pivot tables and data manipulation centered on agent and traffic performance data.
- Working knowledge of MS Office.
- Advanced analytical and problem solving skills, coupled with the ability to manage multiple priority projects and shift priorities as needed while maintaining accurate and precise work, detecting and resolving discrepancies.
- Ability to manage expectations and complete deadlines with key business partners.
- Ability to work independently, proactively and creatively while exercising sound judgment in a fast-paced and results driven environment.
- Strong written and verbal communication skills.
- Analytical skills with high degree of accuracy.
- Ability to work as part of a team of remote employees across the United States.
- Ability to adhere to strict federal and business compliance and confidentiality rules.
- Demonstrated successful ability in a 100% telework environment.
- Secure, confidential office space in home.
- Forecasting or predictive modeling experience.
- Experience in Telecommunications Relay (TRS) industry, especially IP-CTS.
- Experience working in highly regulated, confidential environment.
- Excellent verbal and written communication skills, presentation, and problem-solving skills.
- Self-starter with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes.
- Ability to work collaboratively with colleagues and staff to create a high-quality results-driven, team-oriented environment.
- Demonstrated ability to use discretion, make sound decisions, and maintain confidentiality.
- Reliable and predictable attendance.
- Willingness and ability to work flexible hours and travel up to 5%; will include some overnight travel.
- Will be required to work weekends and evenings as needed to meet business needs of a 24/7 operation.
- Proficient in MS Office, modern communication tools for virtual teams (i.e., MS Teams)
Physical Demands:
Employees may experience the following physical demands for extended periods of time:
- Sitting, standing and walking (95-100%)
- Keyboarding (40-60%)
- Viewing computer monitor requiring close vision (90-100%)
Work Environment:
- 100% Remote Work from Home environment
Compensation:
$20.00 to $25.00/hr prospectively with consideration to experience and geographical location. Please see www.clearcaptions.com/careers for an overview of our generous benefits program.
Intrigued to learn more?
When you apply for this role, your information will be personally reviewed by our talent acquisition team (not by a robot). You can expect to hear back from us if we think there could be a fit and what next steps look like.
ClearCaptions is an equal opportunity employer committed to inclusion and diversity. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.
Disclaimer:
The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.
CC does not offer sponsorship for work authorization. Candidates must be authorized to work for any employer in the US without a current or future need for Visa sponsorship.