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Supercharged customer acquisition. Centerfield delivers outcome-based digital marketing solutions and personalized omnichannel experiences for the world’s leading brands. Powered by our proprietary Dugout platform, Centerfield acquires customers at scale for leading residential service, insurance, e-commerce, and B2B brands. Centerfield’s digital experiences and digital brands, such as Business.com and BroadbandNow.com, reach more than 150 million in-market shoppers annually. Centerfield is headquartered in Silicon Beach and is proud to be recognized by Built in LA as a Best Place to Work in Los Angeles.

The Call Center Workforce Management (WFM) Mission Control Analyst will partner with the Workforce Management team, to monitor real time inbound call traffic to ensure optimum efficiencies and will work to ensure acceptable service levels, abandon rates, and active rates. The candidate should have good knowledge of RTA, scheduling, rostering, Real-time monitoring, tracking, documenting. A strong knowledge and ability to report metrics like service level, occupancy, shrinkage, staffing requirements etc., is also expected. This position is also responsible for intraday analysis of call flow together with monitoring and adjusting staff resources to meet call volume demands and performance goals. On a regular and continuous basis, the WFM Mission Control Analyst must exercise judgment, integrity, and assume responsibility for decisions, consequences and results having an impact on people, cost, and quality of service within the organization.

Responsibilities

Intraday real time monitoring of ABA for all queues at all sites

Real time monitoring of agents’ efficiencies from all teams at all sites

Provide root cause analysis in ABA for all queues/providers and advise/recommend a plan of action to meet efficiency metric goals

Quarterback the process of communication as it pertains to calling out changes to incoming contact patterns to operations and the broader WFM team

Co-host a daily WFM team huddle to discuss the real-time game-plan for the day

Generate ideas for process and service improvement planning.

Monitor real-time adherence to schedule by production associates

Monitor daily critical metrics and trigger escalation procedures when thresholds are reached

Make recommendations to WFM and department leadership for overtime based on intraday data

Provide intraday reporting to department leadership on KPIs and impact of any escalation procedures

Monitor all real-time and Intra-Day activities to ensure operational goals are met

Accurately track and manage contact center schedule adherence

Conduct analysis and recommend solutions to real time performance issues

Develop strong working relationships within the organization to ensure efficient and effective problem solving and issue resolution

Minimum Qualifications

Minimum of 2-years of experience in Workforce Management

Minimum 2-years of experience working in an inbound contact center setting is required

Must have excellent Attendance & Punctuality record

Strong analytical and organization skills

Ability to plan and prioritize tasks of competing priority

Proven ability to work independently, take initiative, problem solve, handle multiple tasks, and prioritize daily responsibilities

Thrives in a team-oriented environment passionate about cross training and sharing responsibilities

Available to work day and evening hours to include one weekend day/night

Required Skills

Knowledge of contact center metrics, key performance indicators, agent behavioral trends (shrinkage), and other factors that affect queue and adherence reporting.

Ability to do a root-cause analysis as it relates to real-time management.

Ability to make sound decisions quickly in a fast-paced work environment.

Strong interpersonal skills and the ability to communicate with many different levels of employees.

Excellent verbal and written skills; high accuracy of work; fosters open two-way communication;

Excellent basic math skills (addition, subtraction, division).