Sage Vacancy Senior Contact Center Services Analyst (WFM) #sagecareers
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Job Details: Senior Contact Center Services Analyst (WFM)

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Senior Contact Center Services Analyst (WFM)
Sage has an exciting opportunity for a Senior Contact Center Services Analyst that will provide operational support for Contact Center technology functions for Sage Contact Center. The position will administer Workforce Planning technology and processes to optimize the quality and efficiency of sales and service delivery. Senior Contact Center Services Analyst will ensure adherence to operational practices and procedures. The role will provide operational leadership and input into strategic planning for future growth opportunities.

The Senior Contact Center Services Analyst will be responsible for operations of the ACD, forecasting and scheduling systems, as well as reporting functions and system maintenance. The role will evaluate and implement new tools and technologies, recommend and implement process change as necessary to enable continuous improvement and enables service and support agents to deliver Extraordinary Customer Experiences. Works collaboratively and in partnership with support leadership and other Workforce Management leads to ensure that proper staffing is being forecasted and scheduled to meet customer demand, and that the correct metrics are being tracked to drive toward best practices.
Responsibilities
• Produces call capacity forecasts based on past trends of historical data on a daily, weekly, monthly, and annual basis for a multi-site, multi-channel operations at Sage
• Responsible for the scheduling of all contact center resources, including coordination with local leadership teams to schedule training, meetings, coaching, and local priorities to ensure all deadlines are met. Works with WFM team members to help coach and guide them in these practices
• Responsible for contact center reporting and making recommendations to management on real-time staffing needs; analyze support metrics and identify trends
• Works collaboratively across all levels of support management to ensure intraday practices are enforced and that we have the colleagues we need in the right place at the right time
• Provides leadership oversight to analyze trends and make recommendations in relation to contact volume, shrinkage, attendance, and attrition; works with other WFM lead(s) to drive continual improvement in these areas. Provides coaching to less experienced WFM colleagues
• Identifies, communicates, and recommends improvements in support and service process or use of technology that will enable the delivery of an Extraordinary Customer Experience. This will be driven by the collection and the understanding of data in an analytical fashion as well as a broad understanding of support and service delivery and a tight connection to industry best practices. Establish a voice as a thought leader in the organization for best usage of reporting and analysis
• Works collaboratively with all levels of the organization and in many cases across division boundaries. Utilizes technical and influence skills in all efforts to ensure end results are complete, yet as simple as possible
• Works closely with WFM site manager and acts as a back up for meeting coverage when called upon

Qualifications
• 3+ years of Workforce Planning or equivalent experience
• 3+ years of contact center operations or equivalent experience
• Extensive workforce planning software experience
• Strong background supporting the use of ACD (telephony, chat, omni channel) and WFM systems
• Strong analytical ability and proven experience at converting data to actionable information
• Excellent leadership, communication, coaching and motivational skills
• Experience in support in a Customer Services environment
• Experience in a multi-site environment, preferably the start-up of additional sites and or global sites
• Proven ability to solve technical problems and explain complex information to a variety of skill levels
• Ability to solve mission critical problems and bring resolution in a timely manner
• Works well under pressure, displays agility and simplicity with constantly changing priorities
• Bachelor’s degree or equivalent experience required

Do you love where you work? WE do!
Who is Sage? https://www.sage.com/en-us/company/careers/who-we-are/
How we make a difference: https://www.sage.com/en-us/company/sage-foundation/
Champion of Business Builders: https://www.sage.com/en-us/products/
Life at Sage: https://www.sage.com/en-us/company/careers/life-at-sage/

Our comprehensive total rewards program included:
• Extended health, dental and vision coverage
• On-going training and professional development
• 21 days paid time off from the start
• Paid 5 days to volunteer through our Sage Foundation
• Matching Retirement contributions
• And, so much more…
Customer Success and Services
United States
Beaverton;Lawrenceville;Atlanta
Remote
People make Sage great. From our colleagues delivering ground-breaking solutions to the customers who use them: people have helped us grow for more than thirty years, and people are driving our future as a great SaaS company. We’re writing our next chapter. Be part of it!

Experience has taught us that when our customers thrive, we thrive. As a team, we always start with what customers need. Through the good… and more challenging times. Innovating at pace so customers can manage their finances, operations and people. Every one of us shapes our culture at Sage - doing what’s right and succeeding together, united by our commitment to each other. We encourage each other to grow in our roles, in our careers and as individuals.

Follow us on our social media sites below to join in conversations about career tips, open positions and company news! #lifeatsage #sagecareers. If you would like support with your application (or require any adjustments) please contact us at careers@sage.com for assistance. All qualified applicants will be thoughtfully considered and never discriminated against based on their race, color, age, religion, sexual orientation, gender identity, national origin, disability or veteran status.

EOE AA/M/F/Vet/Disability
Sage Software is an Equal Opportunity Employer. We comply with the laws set forth in the Equal Employment Opportunity in The Law poster: http://1sa.ge/EjaS30kzhpR
    
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