Xpressdocs Contact Center Operations Analyst in Fort Worth, Texas

The Contact Center Operations Analyst is a technical resource to the contact center, responsible for workforce management functions, operational reporting development, and call center tools administration.

The incumbent will analyze call, email, and chat contact patterns and forecast future contacts. He/she will project staffing needs and determine optimal scheduling for our resources. Xpressdocs does not have a Workforce Management software due to our size (30 CSRs); therefore, these projections will be done using tools such as Excel and an Erlang C calculator. The analyst will monitor real-time adherence and call patterns and will make real time adjustments, provide scheduled and escalated notification to leadership of performance, and will manage non-exception time off approvals. The coordinator will schedule all off-phone activities for the call center such as team meetings, coaching, and training.

In addition, the analyst will utilize the reporting functionality within our call center tools as well as Excel to develop operational reporting packages, agent and team scorecards, and executive-level reporting at the direction of the contact center Director.

Finally, the incumbent will be the admin for our call center tools, deeply understanding their functionality, recommending their use, and ultimately configuring our use (at the direction of contact center leadership) to best support our business needs. Xpressdocs utilizes Serenova/LiveOps for call routing and call monitoring, and Velaro for chat. Microsoft Dynamics CRM is implemented company wide. Experience with these tools specifically is not required, but would be helpful.

Responsibilities:

  • Forecast and analyze staffing needs based on inbound call and outbound call volumes, chat, email, and agent utilization leveraging data from CRM and third-party software reporting.

  • Develop optimized schedules to meet our staffing needs.

  • Coordinate all off-phone activities for call center such as team meetings, coaching, and training.

  • Perform long and short-term capacity planning based on seasonal marketing trends.

  • Develop projected-to-actual, forecast-to-planned staffing analyses.

  • Monitor real-time adherence.

  • Support the development and maintenance of weekly and monthly reporting with data housed in CRM, Chat tool, and Call Routing platform.

  • Own creation and maintenance of agent, team, and call center scorecards.

  • Become Subject Matter Expert for contact center tools, recommend their use, configure the tools per the direction of leadership.

  • Other related duties as assigned.

Requirements

  • Bachelor’s degree or comparable specific job experience required.

  • 4+ years’ experience supporting an inbound/outbound contact center environment, at least two of which in a workforce management role.

  • Proven analytical and problem solving skills.

  • Demonstrated strength in teamwork, interpersonal, oral and written communication skills required.

  • Strong experience in data mining, analysis, and providing insights internally in a simple format.

  • Ability to learn call center applications quickly from an administration perspective.

  • Outstanding organizational skills, including ability to multi-task and to meet deadlines.

  • Behave in a manner which promotes company values, principles, policies, and culture, conducive to the efficient operation of Xpressdocs.

  • Adhere to all Company Policies and Procedures.

  • Refrain from any behavior or conduct which is deemed offensive.

  • Receive feedback in a professional manner.

Benefits

  • Flexible Work Schedule Hours

  • 401-K program with company match

  • Medical Insurance

  • Dental Insurance

  • Vision Insurance

  • Disability Insurance

  • Life Insurance

  • Paid Time Off program

  • Only direct candidates, no third parties or recruiters please

OTHER

  • Only direct candidates, no third parties or recruiters please

ABOUT xpressdocs®

Xpressdocs specializes in servicing organizations who support a large base of distributed users who need access to branded materials and marketing tools. Our unique solution helps maintain control over branding, quality of materials, and messaging going into the market, while providing our clients a self-serve, online website to customize and order branded materials or execute marketing campaigns at the local level. Fortune 500 companies and leading brands in Healthcare, Real Estate, Professional Services and Franchising rely on the Xpressdocs Marketing Platform to support their business needs and marketing efforts.

Established in 2001, Xpressdocs is centrally located in Fort Worth, TX, with sales and support personnel in CA, CO, FL , IL, MN, MO, NC, NJ, TX, VA & WA. Our focus on brand marketing technology, with best-in-class customer service and vertically integrated manufacturing and distribution capabilities, provides a compelling value proposition. Since our founding Xpressdocs has quickly expanded, providing enterprising team-members a chance to experience a dynamic, high-growth business environment. As pioneers of the web-based on-demand marketing industry, we continue to increase our market prominence. Our approach is simple: superior technological innovation, amazing quality, a consultative solutions-oriented sales strategy, responsive customer service and a strong can-do attitude. If you share these commitments and want to experience life on the cutting edge of a growing industry, we'd love to talk.

Xpressdocs is an equal opportunity employer. To learn more visit us online @ http://www.xpressdocs.com.