Call Center Analyst

BOLD is an established and fast-growing technology company that transforms work lives, is looking to hire local talent. In May 2015, we opened our new global headquarters in Guaynabo, Puerto Rico—and we’ve been ambitiously expanding ever since.
 

Since 2005, BOLD has delivered award-winning career services that have a meaningful and positive impact on job seekers and employers. BOLD’s robust product line includes the professional resume and cover letter writing services, scientifically validated career tests, and employer tools that help companies hire, onboard, and communicate with their staff.
 

POSITION SUMMARY:
 

The Call Center Analyst will be focused on all customer care goals associated with tracking, analyzing, planning work volume, adherence, cost, headcount requirements, shrinkage, attrition and performance at all call centers. 
 

REQUIRED RESPONSIBILITIES:
 

• Analyzes data, including but not limited to customer support performance as well as internal and external customer feedback to identify trends and/or patterns. Makes recommendations as appropriate to reduce volume and improve the level of service or other capacity plans within the customer support center. Monitors and tracks the results of recommendations as appropriate.
• Drive operational excellence related to workforce management.
• Monitor and track call center service level performance and scheduling.
• Translate Customer Care strategies into call center needs.
• Implement changes that improve overall operational processes.
• Serve as the SME on WFM principles and technology.
• Act as key contact for frontline staff, supervisors, and managers
• Decision maker in regards to time off calendar management.
• Work closely with Operations Management to assist them in enforcing schedule adherence and call time threshold guidelines for the campaign.
• Inform Operations management so decisions can be made regarding OT, VTO, and off-phone activities with up-to-the-minute daily statistics.

REQUIRED QUALIFICATIONS:
 

• Bachelor’s degree in Finance / Business Administration 
• Minimum one-year experience in a call center environment and familiarity with Workforce functions required
• Experience with call center reporting and metrics
• Budget analysis and forecasting
• Strong mathematical and analytical skills
• Ability to prioritize deliverables
• Flexibility to work on the weekends and on holidays if needed
• Excellent written and verbal communication skills with the ability to share ideas effectively and cross-functionally
• Strong analytical, problem solving, organizational and prioritization skills 
• Proficiency in Microsoft Office Applications including Word and Excel and other relevant software 

 DESIRED SKILLS:
 

• One-year prior experience working with workforce management technologies

BOLD is a fast-paced, innovative company full of smart, committed people who are passionate about our products and love helping people find the career of their dreams. We balance work and fun while continuing to build a successful, fast-growing company that is changing the way people get jobs.

Our vision is to revolutionize the online career world by creating transformational products that help people find the careers they love and reach their full potential.

BOLD is an equal opportunity employer. All persons will receive consideration for employment without regard to race, color, religion, gender, pregnancy, national origin, ancestry, citizenship, age, legally protected physical or mental disability, covered veteran status, status in the U.S. uniformed services, sexual orientation, gender identity or expression, marital status, genetic information or membership in any other legally protected category. 

Qualified applicants with arrest and conviction records will be considered for the position in accordance with San Francisco’s Fair Chance Ordinance.