WFO Analyst – Salt Lake City, UT – StubHub
StubHub,www.stubhub.com (an eBay company NASDAQ: EBAY)StubHub’s purpose is to connect people through inspiring event experiences. We connect fans with their favorite teams, shows and artists and introduce them to the ones they’ll love next. As the largest ticket marketplace in the world, we enable fans to buy and sell tickets to tens of thousands of events, whenever they want, through our desktop and mobile experiences, including our StubHub app for iPhone, iPad, Apple Watch and Android. Offering a superior fan experience at its core, StubHub reinvented the ticket resale market in 2000 and continues to lead it through innovation. Our industry firsts include the introduction of the first ticketing application, the first interactive seat mapping tool and the first live entertainment rewards program, Fan Rewards™. Our business partners include more than 130 properties in MLB, NBA, NHL, MLS and NCAA, plus AEG, AXS and Spectra Ticketing & Fan Engagement. With the acquisition of Ticketbis in August 2016, throughout the world, StubHub provides the total end-to-end event going experience. StubHub is an eBay company (NASDAQ: EBAY). For more information on StubHub, visitStubHub.com or follow @StubHub on Twitter, Facebook and Instagram or YouTube.com/StubHub.
StubHub One – We act as one team in pursuit of connecting people through inspiring event experiences.
At StubHub, we are:
Driven – We strive for excellence – constantly improving our game
Courageous – We are bold & not afraid to challenge the status quo
Inventive – We see what others don’t & pioneer new paths
Richly Diverse – We recognize & respect everyone as a unique individual
Brand – We experience the world through StubHub
The Workforce Operations Analyst is responsible for the development of short-term volume and capacity plans, scheduling in a multi-site and multi-channel environment and real time analysis.
Principle Responsibilities and Duties
Planning and Scheduling:Builds relationships with key groups and individuals Customer Service that are critical to the success of WFO
Drives for opportunities for process improvement in your individual planning group(s)
Forecasts 30 minute interval level distribution of contact volume, AHT & staffing requirements
Spots trends and outliers to adjust the distributions as needed
Responsible for maintaining all elements of eWFM system
Creates optimized schedules and staffing strategies that support a multi-site, multi-channel, and multi-skilled contact center environment
Spots issues and opportunities to improve existing plans for short and medium ranges of timeHas the ability to balance teammates and customer demands and to provide balanced schedule recommendations
Reviews scheduling influx/efficiency and provide recommendations for extra hour requirements, shift alignment changes, attrition backfill, etc.
Conducts regular IDP & ISI review calls with OS partners; partners with OS teams as well as to advise them of areas of focusReviews and approve vacation requests to meet business objectives, employee requirements, and fixes issues
Performs regular variance analysis on their given planning group(s) (plan vs. plan and plan vs. actual)Provides analysis of key metrics and trends including but not limited to; volume, ISI, customer availability, service levels, productivity, etc., and recommend steps to improve the efficiency.
Evaluates staffing adjustments and re-skilling of teammates as necessary to maximize financial efficiency
Executes site & phone messaging based on service conditions
Makes suggestions and give direction to TL’s regarding customer availability and VTO/availability decisions
Performs coaching sessions with TL’s to teach proper usage of RTM Tools (i.e. CC Pulse, CCA)Analyzes teammate proficiency effectiveness and utilization
Monitor, analyze, and respond to real time call center management situations; decide what actions to take, implement the necessary actions to activate, and communicate contingency plans in both high and low call volume times as well as emergency situations
3+ year’s Workforce Management experience in a multi-site, multimedia call center operations
BS/BA degree or equivalent required
Solid working and technical knowledge contact center products and services
Expert in Genesys and Aspect
Strong analytical skills.Demonstrated ability to execute in fast paced work environment
Strong written and oral communication skills
Ability to work flexible hours as needed.
Strong interpersonal skills, presentation skills, and ability to work productively with all levels in an organization.Good organizational/time management skills.