Workforce Management Analyst - Temporary

About the role

Angi is seeking a Temporary Workforce Management Analyst on a long-term temporary basis to support the administration and optimization of our workforce management system. As a Temporary Workforce Management Analyst, you will be responsible for project management, acting as a system administrator for our workforce management system, and providing ad hoc data analysis and reporting. 

This position will be remote and require candidates to work up to a 40 hour work week and be located in Eastern or Central time zones. The hourly rate for this role ranges between $20-$25/hour.

What you’ll do

• Supporting administration and optimization of our workforce management system, Playvox/Agyle Time (current staff will help train) 
• Provisioning, modifying, and removing system access
• Real-time monitoring of agent performance using tool capabilities
• Recommend and implement future schedule changes based on service levels and agent productivity
• Regular collaboration with offshore call center partners to remediate service levels based on analysis
• Regular analysis using native reporting capabilities within Playvox to recommend agent behavior and schedule changes
• Supporting weekly reporting processes and ad hoc analysis of data as needed (Google Sheets, Playvox reporting and Looker)
• Troubleshooting support, collaborating with Playvox technical support team
• Assist with developing business requirements for Playvox data moving into Looker, develop reports that provide insight into agent productivity and quality trends, and pull data from Looker for ad-hoc analyses

Who you are

• Intermediate Excel/Google sheets skills and comfortability with quick analysis using these tools (VLOOKUPs, index matches, pivot tables, etc.)
• Proactive/self-starter - observing, calling out negative productivity trends, and recommending changes before they impact customer experience
• Flexibility - able to quickly learn new tools and skills to meet business need
• Strong communication skills
• Experience with Playvox or a similar Workforce Management Tool
• Familiarity with Looker or a similar reporting tool is preferred 
• Access to a dedicated remote workspace without interruptions
• Reliable access to a high-speed, hard-wired internet connection

We value diversity

We know that the best ideas come from teams where diverse points of view uncover new solutions to hard problems. We welcome and value individuals who bring diverse life experiences, educational backgrounds, cultures, and work experiences.

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