Workforce Management Analyst
2 weeks ago
At SQM, our mission is to help call centers improve their customer satisfaction - one agent at a time. SQM is a leading North American software company specializing in customer service QA management for call center agents. We specialize in helping call centers be more cost-effective by improving first contact resolution, customer satisfaction, and employee satisfaction performance through the capture, analysis, reporting, and actioning of customer and employee feedback. Through our mission and strategy, SQM fosters an amazing culture of transformation, friendliness, collaboration, and teamwork with a customer-centric mindset.
SQM is looking for a Workforce Management Analyst to support the management of survey quotas achieved. This is a full-time, permanent position working either remotely or from SQM's office in Vernon, BC or Coeur d'Alene, Idaho. As a remote work position, the applicant must reside within British Columbia, Alberta, or Idaho. Remote workers must have a quiet and distraction-free working space with an internet connection speed of at least 50 Mbps down and 15 Mbps up.
**Key Responsibilities**:
SQM has its own proprietary software for conducting and managing customer and employee survey data. The Workforce Management Analyst will be monitoring frontline staffing levels and conducting quality checks to ensure the required resources and services levels are being met. This includes maintaining communication with the call center, operations, and clients to manage staffing based on forecasted volumes versus actual incoming volumes.
**Skills, Attributes, and Experience**:
**Qualifications**:
- University degree in the sciences, social sciences or related discipline that has an analytical focus or equivalent work experience in workforce management
- Highly skilled in MS Office products, especially Excel
- Experience with computer programming or SQL is a plus
- Contact center experience a plus, but not necessary
**Compensation & Benefits**:
- Salary dependent upon education and work experience
- Extended Group Benefits Plan with Health, Dental, Vision, Employee Assistance Program, and insurance including short
- and long-term disability
- 3 weeks’ vacation to start
- 5 paid sick days
- SQM Group is an equal opportunity employer. It is our policy to provide equal employment opportunity to all persons, regardless of race, religion, color, sex, age, national origin, disability, genetic information or any factor that is a prohibited consideration under applicable law._
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