Workforce Management Analyst (100% Remote) ID-8763
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.
Virtual Assistant, $45/hr, Remote, No Experience, Night Job
Entry-Level Remote Data Entry, $50/hr, Evening Job
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Remote Phone Job, $42/hr, Part-Time, College Student Friendly
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Remote Customer Support, $42/hr, Night Job, No Experience
Live Chat Support, $40/hr, Remote, Entry Level, Part-Time
Virtual Assistant, Remote, $42/hr, Weekend, No Experience
Remote Data Entry, $45/hr, No Degree, Night Shift
Part-Time Customer Support, $40/hr, Remote, College Student
Remote Live Chat, $50/hr, Part-Time, Evening/Night Job
Entry Level Phone Job, $42/hr, Remote, No Degree Required
Weekend Data Entry, $45/hr, Remote, No Experience
Remote Virtual Assistant, $40/hr, Evening, Part-Time Job
Remote Moderator, $42/hr, Part-Time, Weekend, No Degree
Data Entry, $45/hr, Remote, Night Shift, College Student Job
Phone Support, Remote, $50/hr, No Experience, Part-Time
Virtual Assistant, No Experience, $42/hr, Remote, Weekend
Remote Customer Support, $45/hr, Part-Time, College Student
Data Entry, Remote, $40/hr, Night Shift, No Degree
Evening Virtual Assistant, Remote, $45/hr, No Experience
Weekend Customer Support, $42/hr, Remote, College Student
Remote Data Entry, $50/hr, No Experience, Evening/Night Job
Virtual Assistant, $42/hr, Remote, Weekend, Entry Level
Remote Phone Support, $45/hr, Evening, No Experience Required
Data Entry, No Experience, $50/hr, Remote, College Student
Remote Moderator, $40/hr, Weekend, No Degree, Part-Time
Live Chat Support, Remote, $42/hr, Night Shift, College Student
Phone Job, $50/hr, Remote, No Degree, Part-Time, Weekend
Data Entry, $45/hr, Remote, Evening, No Experience Required
Virtual Assistant, No Experience, $42/hr, Remote, Part-Time
Remote Customer Support, $50/hr, Night Shift, No Degree
Remote Data Entry, $40/hr, College Student Friendly, Part-Time
Live Chat Support, $42/hr, Weekend, Remote, No Degree
Virtual Assistant, Remote, $45/hr, Evening, No Experience
Remote Phone Job, $50/hr, College Student, Night Shift
Remote Moderator, $42/hr, Weekend, No Experience Required
Data Entry, No Degree, $45/hr, Part-Time, Remote Job
Customer Support, $50/hr, Remote, Evening/Night Job, No Degree
Virtual Assistant, $42/hr, Remote, Weekend, No Degree
Remote Live Chat, $45/hr, College Student, No Experience
Remote Data Entry, $40/hr, Part-Time, No Degree Required
Phone Support, $50/hr, Weekend, Remote, No Experience
Virtual Assistant, $42/hr, Evening, Remote, No Degree
Remote Customer Support, $45/hr, No Experience, Part-Time
Data Entry, $50/hr, Night Job, No Degree, Remote
Remote Moderator, $40/hr, College Student Friendly, Part-Time
Virtual Assistant, Remote, $42/hr, Weekend, No Experience
Remote Phone Job, $45/hr, Part-Time, No Degree Required
Customer Support, $50/hr, Night Job, Remote, No Experience
Data Entry, Remote, $42/hr, Evening Job, No Degree
Live Chat Support, $45/hr, Weekend, Remote, College Student
Virtual Assistant, Remote, $50/hr, Part-Time, Night Shift
Data Entry, $40/hr, No Experience, Remote, Weekend Job
Remote Phone Job, $45/hr, No Degree, College Student Friendly
Customer Support, $42/hr, Remote, Evening, No Experience
Virtual Assistant, $50/hr, Weekend, No Degree, Remote
Remote Data Entry, $40/hr, Part-Time, College Student Job
Phone Support, Remote, $42/hr, Evening/Night Shift
Virtual Assistant, No Degree, $45/hr, Remote, Part-Time
Live Chat Support, $50/hr, Remote, No Experience Required
Remote Moderator, $42/hr, College Student, Weekend Job
Data Entry, $45/hr, Remote, Night Job, No Degree
Virtual Assistant, $50/hr, Remote, Part-Time, Evening Job
Remote Customer Support, $42/hr, Weekend, No Experience
Phone Job, $45/hr, Remote, Night Shift, No Degree
Remote Live Chat, $50/hr, College Student, No Experience
Data Entry, $40/hr, Part-Time, Remote, Weekend Job
Virtual Assistant, $42/hr, Remote, No Experience, Evening
Remote Phone Support, $45/hr, Night Job, College Student
Remote Moderator, $50/hr, No Degree, Weekend, Part-Time
Virtual Assistant, $40/hr, Remote, Night Shift, No Experience
Customer Support, $42/hr, Remote, Part-Time, No Degree
Remote Data Entry, $45/hr, Weekend Job, College Student
Phone Support, Remote, $50/hr, No Experience, Night Shift
Virtual Assistant, $42/hr, Evening, Remote, College Student
Live Chat Support, $45/hr, Part-Time, Remote, No Degree
Data Entry, $50/hr, Remote, Evening Job, College Student
Virtual Assistant, $40/hr, Weekend, Remote, No Experience
Remote Phone Job, $42/hr, Night Shift, College Student Friendly
Remote Customer Support, $45/hr, No Degree, Evening Job
Virtual Assistant, $50/hr, Part-Time, Remote, Weekend Job
Data Entry, $40/hr, Evening Job, No Experience, Remote
Remote Live Chat, $42/hr, Weekend, No Degree, Part-Time
Virtual Assistant, $45/hr, No Experience, Remote, Night Job
Phone Job, $50/hr, Remote, Part-Time, College Student
Remote Data Entry, $42/hr, Evening/Night Job, No Experience
Remote Moderator, $45/hr, No Degree, Weekend Job, Part-Time
Live Chat Support, $50/hr, Remote, Night Shift, No Degree
Virtual Assistant, $40/hr, Weekend, College Student, Remote
Remote Phone Job, $42/hr, Part-Time, No Experience Required
Remote Data Entry, $45/hr, No Degree, Weekend, Night Job
Virtual Assistant, $50/hr, Evening, Remote, College Student
Customer Support, $42/hr, Weekend Job, Remote, No Degree
Phone Support, $45/hr, Remote, No Experience, Evening Job
Data Entry, $50/hr, Night Shift, No Degree, Remote Job
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.
