Call Center Real Time Analyst/Scheduler
Company: LeafFilter
Location: Las Vegas
Posted on: January 27, 2023
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Job Description:
At Leaf Home, people are at the heart of everything we do, and
we've crafted a team of the very best to ensure we make a
difference. Our brands, including LeafFilter Gutter Protection,
Leaf Home Water Solutions, Leaf Home Safety Solutions, and Leaf
Home Enhancements, invest in our commitment to make each home safer
and more livable. In addition to serving our customers, Leaf Home
strives to build a welcoming and inclusive workplace. We are proud
to be a certified Great Place to Work - as well as a
multi-recipient of Top Workplaces. From free benefits to
people-focused committees like the Women's Committee, Diversity &
Inclusion Committee, and VetConnect, we are dedicated to making
Leaf Home a great place to work every day--- because who doesn't
want a job they can look forward to? Come grow your career with
us!
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--- - - - - - - - - - Big company with a family-owned feel - YOU
are important to us, and we've built a culture you'll love.
--- - - - - - - - - - Recognized as a top Ohio and US workplace by
The Plain Dealer, Energage, and Great Place to Work -.
--- - - - - - - - - - Job security - we have locations throughout
the U.S. and Canada, and we're not done growing!
--- - - - - - - - - - Inclusion, sustainability, and reliability
are at the core of our culture
--- - - - - - - - - - Veterans' resources available to help
transitioning service members find a new rhythm.
--- - - - - - - - - - Dedicated to providing resources and
encouragement for employee growth
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Position Summary: Responsible for ensuring that department strategy
and programs align with overall organizational strategy by
monitoring call center interactions in real time, including (but
not limited to) phone, chat, email, and voicemail and providing
relevant analysis and reporting. This position will work toward the
goals of improving schedule efficiency and informing department
standards and maximizing productivity
Essential Duties and Responsibilities:
- - - - - - - - - - Responsible for developing and maintaining
dashboards and data visualizations needed to enable workforce
management
- - - - - - - - - - Work closely with the Director of Workforce
Management, as well as internal teams and cross-site teams and
human - - - - - - - - - - -capital operations
- - - - - - - - - - Serve as a subject-matter expert on workforce
optimization issues
- - - - - - - - - - Support organizational design analysis to
identify capability and resource gaps
- - - - - - - - - - Assist with schedule exceptions for call center
agents
- - - - - - - - - - Scheduling of off-phone activities including
team meetings, trainings, and projects
- - - - - - - - - - Create a positive work environment that fosters
successful team performance.
- - - - - - - - - - Generate optimal schedules using Genesys
- - - - - - - - - - Work closely with Marketing and Operations to
upload leads into dialer and ensure they get dialed in a timely
manner
- - - - - - - - - - Provide analysis on optimal times to dial
leads
- - - - - - - - - - Provide reporting of dialer outcomes
- - - - - - - - - - Performs other duties as assigned by
supervisor.
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Experience and Minimum Qualifications:
- - - - - - - - - - Bachelor's Degree preferred, or equivalent
combination of education, training, and experience.
- - - - - - - - - - 3+ years of relevant experience
- - - - - - - - - - Scheduling and forecasting experience in a
large contact center environment
- - - - - - - - - - Strong attention to detail and commitment to
effectively handle and maintain confidential information
- - - - - - - - - - Workforce Management software experience is
required (Dialers, CMS, Genesys or similar). Incumbents must have -
- - - - - -knowledge of telephone ACD software and its reports.
- - - - - - - - - - Must have a solid knowledge, understanding and
experience with Microsoft Office Suite, specifically with Excel, -
- - - - - - - -Visio, Word, and Access.
- - - - - - - - - - Ability to juggle various work activities and
shift their attention from one task to another to meet the demands
of - - - - - - different stakeholders without "dropping the
ball".
- - - - - - - - - - Ability to thrive in a fast-paced, high-energy,
team-oriented environment and have a "roll up your sleeves" and - -
- - - - - - -"today not tomorrow" mentality.
- - - - - - - - - - Apply active listening skills through the
ability to comprehend information presented and respond
thoughtfully.
- - - - - - - - - - Detail-oriented and can focus on the task at
hand, no matter how minute, by finding the most efficient and - - -
- - - - - - - - -effective pathway to completion.
- - - - - - - - - - Excellent verbal and written communication
skills are required for communicating with internal and external -
- - - - - - - - - -parties in a manner that is both articulate and
professional.
- - - - - - - - - - - - - - - - - Ability to logically connect
ideas, scrutinize and evaluate arguments, find inconsistencies and
errors in work, solve - - - - - - - - - - - - - -complex problems,
and engage in reflection.
- - - - - - - - - - Ability to provide timely and empathetic help
through in-person, phone, email, and social media avenues that - -
- - - - - - - -keeps the co-worker or customer's needs at the
forefront of every interaction.
- - - - - - - - - - Ability to communicate effectively, to
recognize, understand, and manage one's own emotions as well as
others, - - - - - - - -and foster positive working relationships
across all levels of the organization.
- - - - - - - - - - Holding oneself responsible and being
self-driven in accomplishing business goals, adhering to policies
and - - - - - - - - - - -being responsible for one's own actions,
performance, and decisions.
- - - - - - - - - - Must be legally authorized to work in country
of employment without sponsorship for employment visa status - - -
- - - - - -(e.g., H1B status).
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Preferred Knowledge, Skills, Abilities or Certifications:
- - - - - - - - - - Certification in Microsoft Office applications
and/or selected Workforce Management solutions is preferred.
Travel Requirements:
- - - - - - - - - - No travel required.
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Overtime/Additional Hours Requirements:
- - - - - - - - - - Additional Hours May Be Required (Exempt
Positions)
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Physical Requirements
- - - - - - - - - - Normal Office Environment
- - - - - - - - - - Performs indoor work in a climate-controlled
environment and outside work in varying temperatures and
climates.
- - - - - - - - - - Sedentary work. Exerting up to 10 pounds of
force occasionally and/or negligible amount of force frequently or
- - - - - - - - -constantly to lift, carry, push, pull or otherwise
move objects, including the human body. Sedentary work involves - -
- - - - -sitting most of the time.
Are We Your Company?
Focused On Growth Leaf Home is dominating the home improvement
industry as we continue to grow. We work hard and play harder. For
us, we strive to be better than the best and we want you to join in
our success! With offices across the U.S. and Canada, our team is
diverse and strong. From marketing to sales, installation, and
service, we have the best team, right along with the best home
solutions. We are committed to our employees' growth, which we
demonstrate by:
--- - - - - - - - - - Innovating, Always: Leaf is focused on
providing cutting edge solutions, both for employees and
customers
--- - - - - - - - - - Partnering With Our Customers: Building
strong and trusted relationships is at the core of everything we
do
--- - - - - - - - - - Empowering Employees: Our brand begins and
ends with our people, and we provide opportunities for growth - - -
- - - - and success in a supportive environment
--- - - - - - - - - - Supporting Our Communities: Home is where the
heart is, and we in turn strive to give back to the - - - - - - - -
- - - - - - - - - communities that our customers and employees call
home
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What do we offer?
--- - - - - - - - - - Industry-leading compensation package
--- - - - - - - - - - Fully paid Medical, Dental, and Vision
benefits after 90 days
--- - - - - - - - - - 401k Savings Plan
--- - - - - - - - - - Paid Time Off, Comprehensive Health,
Wellbeing, and Financial Wellness Programs
--- - - - - - - - - - Childcare benefits to support families
--- - - - - - - - - - Endless opportunity for growth and
advancement. Just ask our current employees!
Other perks you need to know about:
--- - - - - - - - - - Employee assistance program - get 24/7
support in areas including legal, financial planning, and
counseling.
--- - - - - - - - - - Employee discount marketplace - enjoy
discounts on thousands of products, from cars to local
attractions.
--- - - - - - - - - - Gym membership compensation - your insurance
will help cover the cost of your gym membership!
--- - - - - - - - - - Groups like Vet Connect & the Women's
Committee to help you get involved and to provide resources for
your - - - - - - - - success
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Leaf Home Awards and Accolades: Leaf Home has been recognized as a
top workplace by The Plain Dealer, is a - multi-year recipient of
Top Workplaces USA by Energage, and has been Certified--- by Great
Place to Work -. A few of our brands have also earned accolades,
including:
--- - - - - - - - - - LeafFilter and Leaf Home Safety Solutions
have ranked on the annual Remodeling 550 list
--- - - - - - - - - - Leaf Home, LeafFilter, and Leaf Home Safety
Solutions have been recognized on Qualified Remodeler magazine's
Top 500 - - - - - - - list
--- - - - - - - - - - Leaf Home is a Smart Culture Awards honoree
for its employee-focused culture
--- - - - - - - - - - Leaf Home is recognized as a growth leader on
both the Inc. 5000 and Inc. 5000 Regionals: Midwest lists
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For a full list of awards earned by our brands, please visit .
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Diversity and Inclusion Statement
Leaf Home Solutions is committed to creating a diverse environment
and is proud to be an equal opportunity employer. We strive to
create an environment that embraces differences and fosters
inclusion.
Equal Opportunity Statement
Leaf Home Solutions will recruit, hire, train, and promote persons
in all job titles without regard to race, color, ancestry, national
origin, gender identity or expression, sexual orientation, marital
status, religion, age, results of genetic testing, veteran status,
or physical/mental disability (except where the disability prevents
the individual from being able to perform the essential functions
of the job and cannot be reasonably accommodated in full compliance
with the law).
Keywords: LeafFilter, Las Vegas , Call Center Real Time Analyst/Scheduler, Professions , Las Vegas, Nevada
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