workforce and Reporting analystFive9 Inc.

Job Description
Five9 provides businesses reliable, scalable, and secure cloud contact center software designed to create exceptional customer experiences, increase agent productivity, and deliver tangible business results.
We are driven by a passion to transform contact centers into customer engagement centers of excellence. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations transition from legacy premise-based solutions to the cloud.
Position Title: Workforce and Reporting Analyst
Join us in bringing joy to the customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.
Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves.
Our amazing team is currently in search for an awesome Workforce and Reporting Analyst to join our Customer Success Operations Team. Our ideal candidate should have an experience in Call Center Technologies in a workforce or a queue management role!
YOU will be responsible for real time monitoring of agent activities, gathering and analyzing of phone and CRM data, and introducing process improvements throughout the whole WFM process.
YOU will lead the preparation and consolidation of all management reports and will be responsible for maintaining both ad hoc and BAU reporting requirements.
YOU will also be responsible for analyzing call volume and service request patterns and design schedules, forecasts, and resource allocations accordingly.
YOU may act as an Administrator of Verint and other WFM and Reporting platform available within Five9.
YOU will work closely with CS management to provide scheduling performance and trends and recommend adjustments as needed.
YOU will be asked from time to time to provide insights and analysis on its reporting data.
More Details about your responsibilities:
Real time monitoring of agents
Make real time adjustments of agent schedules and activities.
Use workforce management software and call volume history to help manage SL's and to determine the most effective method for staffing adjustments
Analyze call volume patterns and overall service requests that may come in via other channels such as email and from the web
Design, generate, and coordinate schedules and forecasts
Manage and administer other WFM Modules available on Verint and other Five9 WFM platform.
Create reports and dashboards on SFDC, DOMO, and Other Reporting Platforms in Five9
Data Management
Report analytics
Develop and automate reports
Provide feedback to management team using performance and trending analysis to improve effectiveness
Perform other duties as assigned by management
Our MUST HAVE to be qualified:
Bachelor's degree or higher from a reputable institution or the equivalent in relevant work experience
3+ years of relevant work experience in a call center related role such as: workforce analyst or reporting analyst
3+ years experience with Workforce Systems such as Avaya, CMS, IEX, eWFM, Blue Pumpkin, etc is desired (Verint experience is a plus)
Experience in SAP, object-oriented programming and other data analysis programs or BI tool is a plus (DOMO preferred)
Intermediate to advance knowledge of MS Excel writing script in macro is an advantage
Experience with MS Access and SQL is an advantage
Ability to create, update, and share databases is an advantage
Intermediate to Advanced knowledge in data mining, data analysis and dashboard creation
Strong troubleshooting and report writing abilities
Effective organizational skills and time management skills
Demonstrated ability to communicate effectively, to drive an agenda and to influence outcomes
Ability to work independently with minimal supervision, meeting multiple deadlines in a high pressure environment
Demonstrated ability to work with a team
Demonstrated ability to communicate effectively and professionally with internal and external associates
Possesses a positive, can-do attitude and willingness to jump in and help wherever needed is required
Understand the balance of proactive and reactive approaches
Ability to work on a flexible schedule (graveyard/periodical shifting schedule)
Most of all, he/she should possess an impeccable Attendance reliability
#LI-MB1
#LI-Hybrid
Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. Five9 is an equal opportunity employer.
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Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.
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Our headquarters are located in the San Francisco Bay Area with global hubs in the United Kingdom, Germany, Philippines, Portugal, and Australia.