Workforce Management Analyst

Ring is looking for a self-motivated Workforce Management Analyst to join our Workforce team! We're looking for a candidate that will be a fast learner, multi-tasker, and someone who is highly detail-oriented and organized. The Workforce Management Analyst can sit at our Glendale, AZ location or our brand new facility in Mesa, AZ.

Here’s What You’ll be Doing

  • Develop staff schedules and corresponding staffing scenarios based on real time business factors, i.e. vacation, new client boarding, etc.
  • Manage intraday staffing levels, including administration of schedule changes.
  • Increase staffing levels or modify call routing to increase service levels.
  • Analysis of real time and previous day volumes required to determine appropriate staffing levels on an hourly basis.
  • Generate new forecast when current day forecast has high deviation from actual.
  • Manage employee information changes by maintaining the agent database within the WFM system.
  • Conduct daily meetings with call center management to review month-to-date staffing trends and its potential impact to call center performance.
  • Daily recommendations to management on staffing adjustments required, to ensure management is making decisions on call center staffing based on volume trends.
  • Track, analyze and report on call center/agent performance, utilizing reports from WFM system.
  • Analyze and report historical data and trends.
  • Develop and maintain processes and procedures.
  • Manage proactive approval and denial of discretionary activities such as training and meetings based on call center needs.

Do You Have What it Takes

  • 2+ years call center experience in a workforce management environment
  • 2+ years experience with workforce management software (Aspect preferred)
  • Ability to gather and analyze statistical data and generate reports.
  • Strong knowledge of Microsoft Excel, SQL experience preferred
  • Ability to design/generate and implement systems necessary to collect, maintain and analyze data.
  • Ability to prepare and present reports accurately and well within the time frame specified
  • Ability to maintain composure in critical situations and communicate effectively, both written and verbal
  • Display a high level of professionalism, integrity, and maturity
  • Detail oriented with good organization and time management skills
  • Strong interpersonal skills with the ability to work effectively with individuals at all levels

About Ring
Ring's mission is to reduce crime in neighborhoods and empower consumers by creating a Ring of Security around homes and communities with its suite of smart home security products: Ring Video Doorbell, Ring Video Doorbell Pro, Ring Stick Up Cam and the new Ring Floodlight Cam. With these security devices, Ring has created the neighborhood watch for the digital age and continues to keep homes around the world safe. For more information, visit . With Ring, you're always home.

Ring LLC is proud to be an equal opportunity employer, and provides equal employment opportunities (EEO) to all employees and applicants with our regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Ring LLC complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.

Meet Some of Ring's Employees

August C.

Director, Operations

August focuses on employee needs and Ring’s overall success. He also works closely with communities and customers to ensure their home security needs are met.

Mimi S.

Director, Channel Marketing

Mimi works with Ring’s retail partners to create effective programs that educate store associates so they’re equipped to inform customers about the company’s home-security products.

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