Workforce Management Associate

Job Description

Who We AreMotive builds technology to improve the safety, productivity, and profitability of businesses that power the physical economy. The Motive Automated Operations Platform combines IoT hardware with AI-powered applications to automate vehicle and equipment tracking, driver safety, compliance, maintenance, spend management, and more. Motive serves more than 120,000 businesses, across a wide range of industries including trucking and logistics, construction, oil and gas, food and beverage, field service, agriculture, passenger transit, and delivery.Motive is proud to be a Forbes Cloud 100 company and a 2020 Career-Launching Company by Wealthfront.About the Role:As a Workforce Management Associate, you will report to the CX Live Ops Manager. The Workforce Management Analyst works to improve workforce management effectiveness by scheduling, budgeting, forecasting and providing foundational troubleshooting related to incident management. This role will also help implement and optimize the usage of Workforce Management tools within a Contact/Customer Service Center environment. Track and analyze data to support executive management staffing decisions across channels. Responsibilities will include but not be limited to daily monitoring of Workforce management applications. Post analysis evaluation of agent statistics and reporting relating to the above programs in order to drive better throughput and assist in creating positive customer experiences.What You?ll Do:

• Partner with operational leaders to monitor and optimize staffing levels in accordance with over-arching contact strategy initiatives
• Run and analyze omni-channel communications
• Monitor closely with the lines of business and the rest of the strategy team to meet service level objectives
• Help establish best practices related to incident management
• Work closely with our cross functional teams to ensure projects are met on time
• Ensure the consistent, accurate reporting and compliance within all contact center teams
• Recommend and implement data-based strategy changes that improve call center efficiency
• Take necessary measures related to troubleshooting so that teams can quickly maintain business as usual (BAU)

What We?re Looking For:

• Passionate about delivering a phenomenal Customer Experience
• Minimum of 5 years of relevant experience in Workforce Management
• Expertise in capacity planning, forecasting, real-time management, reporting and scheduling
• Proficient in the use of workforce management tools
• Able to work with large amounts of data to identify trends and patterns.
• Expert in spreadsheet tools like Excel and Google Sheet.
• Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization.
• Technical, analytical, troubleshooting and problem solving skills
• Excellent written and verbal communication skills required
• Able to proactively collaborate with other departments to seek opportunities for improvement of resource utilization, and provide input on performance

Creating a diverse and inclusive workplace is one of Motives core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives.Creating a diverse and inclusive workplace is one of Motives core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives.Please donotlet an arrest or conviction record prevent you from applying for employment at Motive. Motive considers qualified applicants with arrest and conviction records.Please review our Candidate Privacy Noticehere.#LI-Remote

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