Workforce Associate Analyst

Who we are:

Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. For the first time ever, safety, operations and finance teams can manage their drivers, vehicles, equipment, and fleet related spend in a single system. Combined with industry leading AI, the Motive platform gives you complete visibility and control, and significantly reduces manual workloads by automating and simplifying tasks.

Motive serves more than 120,000 customers – from Fortune 500 enterprises to small businesses – across a wide range of industries, including transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector.

Visit gomotive.com to learn more.

About the Role: 

As a Workforce Management Associate, you will work within our delivery teams across the business to manage motive contact center queues. Additionally, you will use your strong analytical and problem-solving skills, while thriving in a challenging and fast-paced environment.

What You’ll Do: 

1. Responsible for providing support to operational staff remotely and ensuring smooth delivery of SLAs through efficient workforce management.
2. Prepare all operational reports, including Client SLA reports, Daily & Real-Time attendance reports, and Reports of break adherence and Outages.
3. Create interactive dashboards & reports using Excel or reporting tools on historical data for data-driven decision-making to maintain business KPIs.
4. To manage staff attendance and traffic control (breaks and queue setting), simultaneously.
5. Volume forecasting and staff scheduling according to the forecast.
6. Coordinate with contact Center leadership to ensure a proper plan is created and executed to meet service-level requirements.
7. Highlight adherence-related issues to the management.
8. Monitor real-time call volume and escalate any abnormalities along with suitable solutions.
9. Review real-time staff levels and adjust active schedules as needed.

What We’re Looking For:

• Minimum 1-2 years of working experience in relevant fields.
• Working knowledge of MS Office 365, Google Suite & Salesforce (CRM) + Genesys.
• Good command of Excel, CRM Reporting Analytics 
• Contact Center Capacity Planning & Forecasting
• Roster, Scheduling & Breaks Management
• Intraday Management, Real-time queue management
• Analytical and problem-solving abilities
• Excellent written & verbal communication skills.
• Strong knowledge of customer care processes and techniques.

 

Creating a diverse and inclusive workplace is one of Motive's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives. 

Please review our Candidate Privacy Notice here.

The applicant must be authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations. It is Motive's policy to require that employees be authorized to receive access to Motive products and technology. 

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