Zovio Workforce Optimization Analyst I in San Diego, California
At Zovio, we’re doing something different, and we want you to be a part of it. To put it simply, we’re all here to meet the needs of today’s learners. Whether that’s by helping them get a college degree or by providing them specific, focused training, we’re all about making it possible for people to achieve their aspirations and dreams. We partner with higher education institutions and employers to make that happen.
With our mission to innovate and take bold steps forward in education as a leading education technology services provider, we are an entrepreneurially-minded organization looking to the future—but with more than a decade of experience and resources backing us up! We have a culture of Passion , Innovation and Teamwork , and are full of ambitious people that, like you, support our commitment to putting people first. If you want to know more about us, be sure to check out Zovio.com.
Big Picture of the Team/Role
Current Team Size: 4-6 Analysts supporting a seven day-a-week operation.
Daily actions include monitoring call campaigns for Service Level performance, adherence and making same-day staffing recommendations.
Efficiency, accuracy and problem solving is important in working our team inboxes, answering help line calls, and assisting with user questions about our Contact Center technology.
We interact with reporting platforms, call recording systems, soft phones, data marts, workforce management, and voice mail services.
Essential Job Duties:
Real-time monitoring of skill lines and staffing levels, processing inbound attendance requests and updating schedules intraday.
Assist with Workforce Management functions such as schedule audits as assigned, real-time monitoring, and adherence duties.
Understand and explain basic Contact Center routing to business units.
Answer business unit questions and be able to run reports in call recording system.
Run various reports, perform necessary Agent Group, Agent Name, and Skill change updates as requested.
Run existing SQL queries as needed to provide reporting data.
Ability to support entering unassigned leads and event leads into system for follow up and provide daily reporting of results.
Be open and approachable to operations staff to assist with strategy, features and functionality of the Dialer, ACDs, WFM, and related contact center systems.
This position requires working on Saturdays and/or Sundays to support weekend efforts with a scheduled day(s) off during the week.
Two years Contact Center experience or a telephony background in a technical support or analytical role is required.
Proficiency with intermediate MS Excel analysis, pivot tables, manipulation and scrubbing of data.
5+ years equivalent work experience in a Contact Center.
Two or more years using contact center software, workforce management software, such as Five9 and Verint.
Real Time lead experience in a production role is considered an asset.
Advanced proficiency in the use Microsoft Office tools including Word, Excel, Access & Outlook.
- Bachelor's Degree(B.A. /B.S.) from four-year College or University desired.
If a degree or education credit minimum is required for the position, all education must be conferred by a regionally accredited or approved nationally accredited institution. All candidates must provide proof of higher education (official transcripts) upon request.
Who you are:
You want to share what you know and learn what you don’t
You don’t settle for good , you strive for great
You crave change, you embrace it
You are bold and challenge the traditional way of thinking, bring new ideas to the table
We’re an organization changing and shaping the lives of learnings across the country. Whether directly or indirectly, you’ll be helping make a real difference in the world.
Our environment and culture encourages collaboration, requires communication and rewards risk-taking.
We try hard to provide a good work life balance. We think we’re a great place to work that also allows you to have down time with friends and family.
We believe in giving back to the communities in which we live and work. In fact, we offer 16 hours of paid time off for you to volunteer, in addition to your vacation days and company holidays.
We want you to live a healthy lifestyle, and offer wellness programs, fitness centers, and onsite health clinics.
Zovio is an Equal Opportunity Employer. Diversity of thought, culture, identity, and experience are important for what we’re doing. If everyone here thought alike, we’d never come up with anything new, much less anything bold or innovative. We want you to be your whole self here, and appreciate the unique nature of the people around you, too.
Zovio’s purpose is to help everyone be in a class of their own.