Global Command Center Analyst, WFM

Location: Salt Lake City, Utah US

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Job Number: 237

Position Title: Admin Support

External Description:

NetflixCS has a great opportunity for an Analyst supporting our Global CS Network through our Global Command Center in Salt Lake City, UT.  This team is responsible for collaborating with peers and multiple levels of leadership, both internal and external, to balance productivity and performance across Netflix CS’ global network. This role will act as a bridge that will connect WFM, Operations and various Technical teams to develop data driven recommendations to help guide our network to peak performance.  These recommendations will cover a wide spectrum including day to day operational efficiencies as well as taking point on business continuity management stemming from impacting events.

Successful candidates for this role must be analytical, action oriented, thrive in an autonomous environment and possess the ability to execute the following skills and experience under pressure:

Communication

  • Deliver tailored messaging to a wide range of global audiences including; WFM, Operations,Technical and Engineering teams
  • Clear and concise, written and verbal communication
  • Ability to facilitate communication and action across multiple stakeholders in geographically dispersed locations
  • Advanced knowledge of and ability to speak to WFM/contact center metrics and terminology

Analytical

  • Ability to identify emerging trends and measure impact to the business
  • Proactively distill data into actionable insights & recommendations
  • Build and maintain reports and dashboards
  • Create and deliver comprehensive post-mortem analyses

Technology

  • Advanced knowledge of Google’s G-Suite and MS Office products
  • Advanced knowledge of common WFM Suites (Aspect preferred)
  • Advanced knowledge of telephony platforms (Avaya CMS/ Cisco)
  • Working knowledge of common BI platforms (Tableau preferred)

Requirements:

  • High School Diploma/GED
  • 5+ years of work experience in a contact center  or 3+ year of WFM experience
  • 3+ year experience with workforce systems such as Aspect eWFM, Avaya CMS, IEX, Genesis, and/or Verint/Blue Pumpkin.
  • Advanced knowledge of Google’s G-Suite and MS Office products (i.e. creating spreadsheets, v-lookups, pivot tables, App Script, etc.)
  • Ability to work a flexible schedule, including nights & weekends

Preferred:

  • Bachelor's degree in Business or STEM concentration
  • Global WFM experience with multi-site, multi-channel operation of 1,000+
  • Business continuity management
  • Strong understanding of VOIP call routing technology
  • Creating & Troubleshooting automated spreadsheets using VB, Javascript or similar

NetflixCS provides equal employment opportunities to all employees and applicants for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender, gender identity or expression, age, disability, pregnancy, childbirth and related medical conditions, genetic makeup, marital status, military service, or any other classification protected by applicable local, state or federal laws.

 

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Location_formattedLocationLong: Salt Lake City, Utah US