WFM Analyst & Sales Floor Optimizer

1840 Staffing; Missouri; On-site; USD 65,000 - 90,000; Full time

Job summary

1840 & Company is seeking an experienced WFM Analyst/ Workforce Supervisor to optimize a high-performance inside sales call center. The role focuses on script adherence, schedule adherence, workforce utilization, and campaign performance, while fostering a positive culture.

The ideal candidate will analyze telephony and queue reports, coach agents, and collaborate with leadership on process improvements to reduce abandon rates and improve conversion performance.

Qualifications

• Experience in call center analytics and workforce optimization.
• Ability to monitor real-time operations and adherence to scripts and schedules.
• Skilled at analyzing telephony, queue and campaign performance.

Responsibilities

• Monitor real-time call center operations to ensure service levels and occupancy are optimal.
• Enforce script adherence, schedule adherence, attendance, and discipline while maintaining a positive environment.
• Analyze telephony, queue, and WFM data to identify trends and opportunities.
• Recommend staffing and dialing strategy adjustments to improve campaign performance.
• Provide real-time guidance to agents and team leads to improve productivity and conversions.
• Forecast staffing requirements based on call volume trends and campaign activity.
• Prepare and present operational reports to leadership regularly.

Skills

Call Center Ops

Attention to Detail

Accuracy

Communication

Confidentiality

Active Listening

Education

Bachelor's degree

Job description

1840 & Company is seeking an experienced WFM Analyst/ Workforce Supervisor to optimize a high-performance inside sales call center. The role focuses on script adherence, schedule adherence, workforce utilization, and campaign performance, while fostering a positive culture.

The ideal candidate will analyze telephony and queue reports, coach agents, and collaborate with leadership on process improvements to reduce abandon rates and improve conversion performance.