Workforce Management Analyst

Our Workforce Operations team plays a vital role in ensuring our call center runs smoothly and efficiently every day. We're expanding our team and looking for skilled call center professionals with experience in workforce functions such as scheduling, metric reporting, and optimizing efficiency while maintaining exceptional customer experience.In this role, you will make real-time operational decisions that support our service goals and keep our teams running at their best. You'll partner closely with call center leaders, communicate clearly and confidently, and consistently deliver a positive, memorable experience to your internal customers.What's in it for you:Competitive hourly wage with discounted services and PerkSpot benefitsDay one benefits: Medical, dental, vision, 401K and moreGenerous paid time-off plus ten additional paid holidaysFree on-site gym membership and a discounted cafeteriaContinuous training that sets you up for success-and advancementAn amazing culture that values growth, teamwork, and integrityWhat you will be doing:Monitor real-time activities and make intraday adjustments to maximize call center performance and achieve desired metrics such as service levelsManage workflow across multiple platforms including live agent phone activities, Interactive Voice Response, SMS, and Conversational AI technologiesAssist with reporting of agent performance, productivity, and phone statisticsAnalyze data to support forward thinking initiatives ranging from scheduling to managing overtime requirementsAssist with vacation planning and other time off allowancesContinue to learn as you venture along your career path, equipping yourself with knowledge to support an ever-changing industry that is fueled by technologyWhat you will need:Experience with workforce management software. Knowledge of Verint and Avaya is highly desiredBackground managing SMS and Conversational AI workflowExhibit strong skills and knowledge to retrieve information of varying complexities within company applications to update records and obtain informationFeeling comfortable in a fast-paced, high-volume call center environment will benefit you, coupled with natural ability to communicate effectivelyDemonstrate an eagerness to explore and learn new skillsWho We AreThe Armstrong Group is a family owned and operated collection of diverse companies. What began in 1946 as Armstrong County Line Construction, founded by Jud L. Sedwick in Kittanning, PA, has now grown into an organization that encompasses multiple industries and employs over 2,400 individuals nationwide. Our brands include Armstrong Utilities, Guardian Protection, Armstrong Development, 4Front Solutions, Twin Pops, and Armstrong Comfort Solutions.