Workforce Analyst - Iași

Workforce Analyst
Iaşi
Iași, Iași County, Romania

Join our team

Go
Daddy Care & Services Operational Planning & Logistics is hiring a highly collaborative Command Center Analyst to join our growing team in EMEA. We are looking for a highly motivated individual with a strong focus on customer service, operational excellence, and innovation. In this role, you will be part of the Command Center, supporting the Americas, committed to ensuring Go
Daddy has efficient coverage for centers worldwide, ensuring guides are always available when customers need them, across 12 sites in 8 countries.

What you'll get to do. . .

Monitor contact center queues, customer wait times, service level performance, and operational trends

Monitor
- day staffing levels and identify where guides may not be logged in where expected

Identify actions to balance wait times and provide assistance to departments or channels that are struggling intraday

Manage major system outages and emergencies following predefined playbooks and approved actions, including putting up
- facing messaging and communicating results to leaders

Monitor guide idle time and department call containment, identifying trends that are not in line with department goals

Manage guide skill assignments for voice and messaging, maintain guide skill profiles and conduct daily audits

Complete process and performance audits looking for inaccurate exception entry, routing issues (such as 100% abandoning skills), and inaccurate PTO usage

Management of guide hierarchy and MU assignments

Effectively process tickets w/in SLA guidelines

Your experience should include. . .

2+ years of experience in a contact center environment, including having general familiarity with schedule management processes and Key Performance Indicators such as adherence

Basic proficiency with Microsoft Office applications

Proven
- solving skills, with the ability to analyze complex situations and provide appropriate solutions

Good level of English skills – both verbal and written

Strong communication and interpersonal skills

Good attention to detail

You might also have. . .

Prior experience working on a
- time adherence or command center team

Experience working with Alvaria e
Workforce Management Suite or similar system

We've got your back. . . We offer a range of benefits that may include paid time off, retirement savings (, 401k, pension schemes), incentive eligibility, equity grants, participation in an employee stock purchase plan, and other
- friendly benefits including parental leave. Go
Daddy’s benefits vary based on individual role and location and can be reviewed in more detail during the interview process.

We also embrace our diverse culture and offer a range of Employee Resource Groups (). Have a side hustle? No problem. We love entrepreneurs! Most importantly, come as you are and make your own way.

Detalii privind locul de muncă:

Firma:	GoDaddy
Localiția:	Iaşi Iași, Iași County, Romania
Adăugat:	19. 11. 2023 Postul de muncă activ

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