Workforce Management Scheduling Analyst

Greater Phoenix Area, AZ
Community Support / Call Center
Full-time (exempt)
The ideal candidate will possess experience in typical workforce management disciplines: scheduling, RTA, intermediate level reporting skills, and experience optimizing manpower in contact center environments. The ideal candidate would also support and own proactive tactical workforce management responses to address service level challenges. In this role you will experience a wide range of problem solving situations that require immediate real time intervention, as well as short term scheduling management and planning (1-16 weeks in advance).

*Positions may be located in any of the following locations: Tempe, AZ or Glendale, AZ

Responsibilities:

    • Develops schedules that effectively deliver staffing levels that consistently achieve service level commitments
    • Manages non-productive time request process, ensuring activities are planned without impacting SLAs
    • Responsible for the on-boarding of new hires into scheduling system
    • Reviews and processes schedule change requests
    • Performs ongoing analysis of current staffing and efficiencies comparing them to current staffing requirements to insure proper staffing in all skills 24X7
    • Leads weekly staffing review meetings detailing previous and current week’s performance and forecasted performance of remainder of current week and next week, while also identifying risks
    • Scheduling, re-scheduling, and optimization of team meetings, one on ones, training, and various other off phone activities

Basic Qualifications:

    • 2+ years experience in Contact Center support role required
    • 1+ years experience with WFM software (Aspect highly preferred)
    • Demonstrated experience and success in WFM or Operations oriented projects in Contact Centers
    • Demonstrated experience managing routine scheduling and RTA work in multi-channel global contact center environments including phone, email and chat
    • Analytical and solid communications skills are essential to be successful in this role
    • Advanced skills using Microsoft Excel in a business environment
    • Speaking-listening-writing skills, attention to details, proactive self-starter

Preferred Qualifications:

    • Bachelor's Degree in a business or quantitative field (engineering, economics, mathematics, business administration) preferred
    • Experience managing Aspect or IEX IDPs highly desirable
About Ring

Ring's mission is to reduce crime in neighborhoods and empower consumers by creating a Ring of Security around homes and communities with its suite of smart home security products: Ring Video Doorbell, Ring Video Doorbell Pro, Ring Stick Up Cam Ring Floodlight Cam, and the new Ring Alarm System. With these security devices, Ring has created the neighborhood watch for the digital age and continues to keep homes around the world safe. For more information, visit www.ring.com. With Ring, you're always home.

Ring LLC is proud to be an equal opportunity employer - Minority / Women / Disability / Veteran / Gender Identity / Sexual Orientation