icrunchdata Network
Roseville, CA, USA
Hi We have an Immediate job opportunity for MES Analyst in Roseville, CA. Role MES Functional Analyst Location Roseville, CA Type Full Time Job Description As the MES Functional Analyst in Clients new manufacturing facility in Roseville, you will participate in implementing, supporting and enhancing our Manufacturing Execution System (MES). Reporting to the MES Program Manager, you will serve as the liaison between business units, functional groups, and the IT team. What You'll Achieve Play a leading role in the roll-out of an Electronic Device History Record (eDHR) solution, applying your expertise in business process modeling. Participate in architecting and implementing solutions that improve business process efficiency and accuracy. Apply domain expertise to advise business units on best practices, process flows, and system improvements to drive the full adoption of the MES. Empower users and super-users by training and performing knowledge transfer to leverage IT systems for the automation and optimization of business processes. Gather and document business requirements, formulating use cases and participating in solution design activities. Participate in future MES projects through requirements gathering, data mapping, documenting specifications and design details, and deploying enhancements. Define and manage the scope, strategy, user stories and measures of success. What You Bring A desire to be on the ground floor of the implementation of a new solution in a new environment. A Bachelor s degree or equivalent in Computer Science, Engineering, Business, or a related field. At least three years' experience as a Camstar MES technical lead, including experience provisioning and configuring MES environments and supporting IT manufacturing operations. Hands-on manufacturing shop floor management and distribution operations experience. MESMESA certification is nice to have. Experience preparing, writing, and executing test cases unit, UAT, and load testing for MES software. Arif M Lead Recruitment Contact 650-419-2829 m TruGlobal IncPandoLogic. Keywords: Functional Analyst, Location: Roseville, CA - 95678
Hi We have an Immediate job opportunity for MES Analyst in Roseville, CA. Role MES Functional Analyst Location Roseville, CA Type Full Time Job Description As the MES Functional Analyst in Clients new manufacturing facility in Roseville, you will participate in implementing, supporting and enhancing our Manufacturing Execution System (MES). Reporting to the MES Program Manager, you will serve as the liaison between business units, functional groups, and the IT team. What You'll Achieve Play a leading role in the roll-out of an Electronic Device History Record (eDHR) solution, applying your expertise in business process modeling. Participate in architecting and implementing solutions that improve business process efficiency and accuracy. Apply domain expertise to advise business units on best practices, process flows, and system improvements to drive the full adoption of the MES. Empower users and super-users by training and performing knowledge transfer to leverage IT systems for the automation and optimization of business processes. Gather and document business requirements, formulating use cases and participating in solution design activities. Participate in future MES projects through requirements gathering, data mapping, documenting specifications and design details, and deploying enhancements. Define and manage the scope, strategy, user stories and measures of success. What You Bring A desire to be on the ground floor of the implementation of a new solution in a new environment. A Bachelor s degree or equivalent in Computer Science, Engineering, Business, or a related field. At least three years' experience as a Camstar MES technical lead, including experience provisioning and configuring MES environments and supporting IT manufacturing operations. Hands-on manufacturing shop floor management and distribution operations experience. MESMESA certification is nice to have. Experience preparing, writing, and executing test cases unit, UAT, and load testing for MES software. Arif M Lead Recruitment Contact 650-419-2829 m TruGlobal IncPandoLogic. Keywords: Functional Analyst, Location: Roseville, CA - 95678
icrunchdata Network
Roseville, CA, USA
BCforward is seeking a highly motivated and experienced Business Analyst role in Roseville CA 95747 Title Business Analyst Expected contract duration 12 months Location Roseville CA 95747 Top 3-4 Technical skills, specific technical knowledge Experience in Exstream, ECM Stack California Welfare program knowledge preferredCountyEligibility highly recommended. CalWIN experience beneficial. Strong Business Analysts skills with the ability to work all phases of the Systems Development Life Cycle Top 3-4 Soft Skills for the position Demonstrated written and oral communication skills. Facilitation and requirements determination experience. Ability to interact with customers to analyze, define, test and implement business processes and procedures. Ability to lead a team and to work within a team to determine project scope, planning needs and requirements for large and small projects. Interview information Phone and face to face Years of experience in the industry andor with each technical skill 5 - 7 Years Daily Duties Facilitate and determine requirements. Interact with customers to analyze, define, test and implement business processes and procedures. Strong Business Analysts skills with the ability to work all phases of the Systems Development Life Cycle Demonstrated written and oral communication skills. Facilitation and requirements determination experience. Ability to interact with customers to analyze, define, test and implement business processes and procedures. Ability to lead a team and to work within a team to determine project scope, planning needs and requirements for large and small projects. Works collaboratively with clients and stakeholders - both external and internal to XZX - to research and elicit, analyze, validate and document business requirements, and to ensure that those requirements clearly reflect true business needs, correctly representing all stakeholders. Translates business needs into system application requirements and project components to help determine solutions to business problems. Assists team members in producing functional requirements for tool development. Proactively identifies and manages changes to requirements and identify risks for HP s clients. Effectively manages client s expectations. Applies industry and information technology expertise to support proposals, feasibility studies, implementations and new businesss development. Applies developed subject matter knowledge to solve common and complex business issues within established guidelines and recommends appropriate alternatives. Works on problems projects of diverse complexity and scope. Exercises independent judgment within generally defined policies and practices to identify and select a solution. May act as a team or project leader providing direction to team activities and facilitates information validation and team decision-making process. Ability to handle most unique situations. May seek advice in order to make decisions on complex business issues Contact Name Kevin Parker How to Apply Send your resume to kevin.parkeratbcforward.com About BCforward BCforward began as an IT business solutions and staffing firm. Founded in 1998, BCforward has grown with our customers needs into a full-service personnel solutions organization. Headquartered in Indianapolis, Indiana, BCforward also operates numerous delivery centers across North America and India. We are currently the largest consulting firm and largest MBE certified firm in Indiana. Our uninterrupted growth has allowed BCforward to deliver uniquely configured IT staffing and project solutions for over years of catering to our customers specific needs. BCforward currently maintains a team of over 5000 global resources. With our additional brand, Stafforward, together we have the capabilities to deliver services for a variety of industries in both public and private sectors which allows us to address your most challenging needs. This posting is not an offer of employment. All applicants must be authorized to work in the United States and willing cooperate with a background check and drug screen, to the extent permitted by federal and local laws up to, and including, both criminal and financial reviews. The submission of intentionally false or fraudulent information in response to this job posting shall render the applicant ineligible for the position. BCforward is an equal opportunity employer. Any subsequent offer of employment shall be considered employment at will regardless of the anticipated assignment duration.PandoLogic. Keywords: Business Systems Analyst, Location: Roseville, CA - 95678
BCforward is seeking a highly motivated and experienced Business Analyst role in Roseville CA 95747 Title Business Analyst Expected contract duration 12 months Location Roseville CA 95747 Top 3-4 Technical skills, specific technical knowledge Experience in Exstream, ECM Stack California Welfare program knowledge preferredCountyEligibility highly recommended. CalWIN experience beneficial. Strong Business Analysts skills with the ability to work all phases of the Systems Development Life Cycle Top 3-4 Soft Skills for the position Demonstrated written and oral communication skills. Facilitation and requirements determination experience. Ability to interact with customers to analyze, define, test and implement business processes and procedures. Ability to lead a team and to work within a team to determine project scope, planning needs and requirements for large and small projects. Interview information Phone and face to face Years of experience in the industry andor with each technical skill 5 - 7 Years Daily Duties Facilitate and determine requirements. Interact with customers to analyze, define, test and implement business processes and procedures. Strong Business Analysts skills with the ability to work all phases of the Systems Development Life Cycle Demonstrated written and oral communication skills. Facilitation and requirements determination experience. Ability to interact with customers to analyze, define, test and implement business processes and procedures. Ability to lead a team and to work within a team to determine project scope, planning needs and requirements for large and small projects. Works collaboratively with clients and stakeholders - both external and internal to XZX - to research and elicit, analyze, validate and document business requirements, and to ensure that those requirements clearly reflect true business needs, correctly representing all stakeholders. Translates business needs into system application requirements and project components to help determine solutions to business problems. Assists team members in producing functional requirements for tool development. Proactively identifies and manages changes to requirements and identify risks for HP s clients. Effectively manages client s expectations. Applies industry and information technology expertise to support proposals, feasibility studies, implementations and new businesss development. Applies developed subject matter knowledge to solve common and complex business issues within established guidelines and recommends appropriate alternatives. Works on problems projects of diverse complexity and scope. Exercises independent judgment within generally defined policies and practices to identify and select a solution. May act as a team or project leader providing direction to team activities and facilitates information validation and team decision-making process. Ability to handle most unique situations. May seek advice in order to make decisions on complex business issues Contact Name Kevin Parker How to Apply Send your resume to kevin.parkeratbcforward.com About BCforward BCforward began as an IT business solutions and staffing firm. Founded in 1998, BCforward has grown with our customers needs into a full-service personnel solutions organization. Headquartered in Indianapolis, Indiana, BCforward also operates numerous delivery centers across North America and India. We are currently the largest consulting firm and largest MBE certified firm in Indiana. Our uninterrupted growth has allowed BCforward to deliver uniquely configured IT staffing and project solutions for over years of catering to our customers specific needs. BCforward currently maintains a team of over 5000 global resources. With our additional brand, Stafforward, together we have the capabilities to deliver services for a variety of industries in both public and private sectors which allows us to address your most challenging needs. This posting is not an offer of employment. All applicants must be authorized to work in the United States and willing cooperate with a background check and drug screen, to the extent permitted by federal and local laws up to, and including, both criminal and financial reviews. The submission of intentionally false or fraudulent information in response to this job posting shall render the applicant ineligible for the position. BCforward is an equal opportunity employer. Any subsequent offer of employment shall be considered employment at will regardless of the anticipated assignment duration.PandoLogic. Keywords: Business Systems Analyst, Location: Roseville, CA - 95678
icrunchdata Network
Roseville, CA, USA
ClearCaptions is looking for an energetic leader for the Director of Technology Operations and NOC Operations position. This role owns uptime for business and this individual is responsible for ensuring all solutions function at world class performance through disciplined daily operational procedures, capacity planning, performance analysis, contingency planning and monitoring strategies. This role maintains a relationship with all departments at ClearCaptions to continually drive improvements in practices and procedures used by IT operations teams. As processes adapt to ever changing regulatory and audit requirements, this role must ensure practices and procedures evolve respectively. The use of DevSecOps (Development, Security, and Operations) tools and techniques is advancing quickly at ClearCaptions requiring new skills and training across all IT teams. This role plays a critical role in defining the organizational structure of the IT operational teams. The skill set of IT operations teams is rapidly changing from routine manual to development of automated actions designed to reduce downtime and eliminating unplanned outages. Aligning the requirements for identifying future talent with evolving technologies and operational principles is key to this role. This individual is responsible for overseeing the activities of all Technology Operations including but not limited to: production system readiness, access management, event communications, audits, management reports, etc. The actionable development responsibilities remain with the technical delivery teams with this role providing the proper tracking structure as products/releases/enhancements/changes are delivered into production. This position ensures that senior leadership is aware of progress, risks and issues. The role is responsible to collaborate with peers on routine operational metric reporting of key process indicators (KPI) enabling senior leadership with data for tactical action and strategic planning. Operational reporting must illustrate staffing efficiencies or constraints, environment stability or failure points, capacity forecasts or over-consumption, process strengths or weaknesses, etc This position works across all functional areas of the company to reproduce and resolve customer issues, achieving high levels of customer satisfaction. The right candidate will be an empowered self-starter, familiar with working in a fast pace environment. The position will have the responsibility of working with customers, technical support teams, development teams, and Sales Operations teams. This role is ultimately responsible for building and sustaining a team of IT engineers and a technical infrastructure incorporating evolving technologies and services that support the needs of a growing IP CTS provider and Telecom Carrier. This includes close coordination with technology peers within the CTO/CIO organization, managers and executives in the departments and divisions across the company, and strategic IT service providers and manufacturers. The successful candidate must have a very solid understanding and knowledge of VoIP call connections, Architectural components of open source VoIP Stack, such as Kamailio, and Asterisk, and anything that may impact these applications and call flows. Ideal candidates will have a broad IT infrastructure and security background, with real-world engineering and support experience, but will also have a passion for team leadership and project management, and successfully interacting with C-suite executives. This role will report to the Chief Information & Technology Officer and will be based in Roseville, CA. Responsibilities: This role owns the uptime of the business. All production resources report to this role and this role has 100% approval for any implementations or changes that could impact uptime. Ensure all activities are managed per ClearCaptions IT methodology and processes. Where processes do not exit, this role is responsible for defining, creating, and managing the processes. Develop engineering and operational service metrics with actionable plans to improve operational efficiency, enhance service quality/SLA, and optimize delivery. Lead application severity incident to quick technical resolution. Review and track root cause analysis and preventative action items. Ensure runbooks are in place that define day-to-day support, maintenance, troubleshooting knowledge-base of the infrastructure. Provide mentor-ship and leadership to emerging talent within the infrastructure technology (in the form of cross training, workshops, and knowledge sharing). Review and present operational metrics explaining business impact and risk. Ensure enterprise access control activities executed per policy. Security Vulnerability Remediation. Oversee end to end availability of all application and infrastructure components. Function as an infrastructure lead and collaborate in the design and deployment of Network, Storage, Systems and Software components necessary to create and expose the DevOps Platform. Maintain the enterprise virtualization environment (Platform9), including troubleshooting, performance monitoring and optimization, capacity, high availability and continuity planning. Maintain Disaster Recovery infrastructure and documentation, ensuring systems and applications are adequately protected according to their SLAs. Schedule, run, and report on Annual Disaster Recovery tests. Manage the production support function including establishing procedures, monitoring, troubleshooting issues and escalation with vendors and internal teams. Manage staff, including: Network Engineers and architects, DevOps Team, sys admin teams, Help desk, and NOC teams. Provide global network Support (firewalls, routers, switches, and other network appliances). Develop and maintain high levels of 24 x 7 IT systems reliability and customer service. Possess software development mindset and awareness of development challenges and works to streamline software delivery pipelines where she/he has direct influence. Develop and implement IT Change Management procedures. Manage and oversee the planning and deployment of updates to production applications, and post-production confirmation of successful implementation. Other duties as assigned. Job Requirements: Qualifications: A solid understanding of technology. Practical application of technical methods and procedures. Effective conflict management, able to balance business "demands" with practicality. Strong passion for customer service and user experience. Communication, presentation, leadership, problem solving and organizational skills. Enjoys working in a fast-paced, rapid-growth, highly collaborative environment. Demonstrated critical thinking and planning at a strategic, global level. Ability to translate strategic plans into specific objectives, and to create and execute project plans to achieve objectives. Flexibility to adapt to rapidly changing conditions and priorities, and to redirect managers and teams toward new objectives. Bachelor’s degree in Computer Science or equivalent training. 10 years’ experience managing infrastructure teams. 8 years of knowledge of data center operations, telecommunications, network engineering, data center applications, client/server computing, and production operations support. Hands on experience with public and private cloud infrastructures. Experience with major infrastructure components such as Servers, Storage, Network, Databases, Virtualization, Cloud. Experience with Cisco ASA, SD WAN, firewalls, IPSEC, VLAN, QoS, RTP etc. Experience with Kamailio, Asterisk, and open source VoIP stacks. Solid understanding of open source software solutions and cloud-based offerings and services. Experience with managing infrastructure for SQL and No-SQL Database platforms such as MS-SQL, My-SQL, Couchbase, or similar. Experience with SalesForce, GP Dynamics, etc. and their ecosystems. Physical Requirements: Employees may experience the following physical demands for extended periods of time: Sitting, standing and walking (95-100%) Keyboarding (50-75%) Viewing computer monitor, tablet and cell phone screen requiring close vision (50-75%) Work Environment: Work is performed in a business office environment. Travel to company sites, including some that are out of state may be required. Compensation: A competitive compensation package will be offered to successful candidates. Disclaimer: The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to this job.
ClearCaptions is looking for an energetic leader for the Director of Technology Operations and NOC Operations position. This role owns uptime for business and this individual is responsible for ensuring all solutions function at world class performance through disciplined daily operational procedures, capacity planning, performance analysis, contingency planning and monitoring strategies. This role maintains a relationship with all departments at ClearCaptions to continually drive improvements in practices and procedures used by IT operations teams. As processes adapt to ever changing regulatory and audit requirements, this role must ensure practices and procedures evolve respectively. The use of DevSecOps (Development, Security, and Operations) tools and techniques is advancing quickly at ClearCaptions requiring new skills and training across all IT teams. This role plays a critical role in defining the organizational structure of the IT operational teams. The skill set of IT operations teams is rapidly changing from routine manual to development of automated actions designed to reduce downtime and eliminating unplanned outages. Aligning the requirements for identifying future talent with evolving technologies and operational principles is key to this role. This individual is responsible for overseeing the activities of all Technology Operations including but not limited to: production system readiness, access management, event communications, audits, management reports, etc. The actionable development responsibilities remain with the technical delivery teams with this role providing the proper tracking structure as products/releases/enhancements/changes are delivered into production. This position ensures that senior leadership is aware of progress, risks and issues. The role is responsible to collaborate with peers on routine operational metric reporting of key process indicators (KPI) enabling senior leadership with data for tactical action and strategic planning. Operational reporting must illustrate staffing efficiencies or constraints, environment stability or failure points, capacity forecasts or over-consumption, process strengths or weaknesses, etc This position works across all functional areas of the company to reproduce and resolve customer issues, achieving high levels of customer satisfaction. The right candidate will be an empowered self-starter, familiar with working in a fast pace environment. The position will have the responsibility of working with customers, technical support teams, development teams, and Sales Operations teams. This role is ultimately responsible for building and sustaining a team of IT engineers and a technical infrastructure incorporating evolving technologies and services that support the needs of a growing IP CTS provider and Telecom Carrier. This includes close coordination with technology peers within the CTO/CIO organization, managers and executives in the departments and divisions across the company, and strategic IT service providers and manufacturers. The successful candidate must have a very solid understanding and knowledge of VoIP call connections, Architectural components of open source VoIP Stack, such as Kamailio, and Asterisk, and anything that may impact these applications and call flows. Ideal candidates will have a broad IT infrastructure and security background, with real-world engineering and support experience, but will also have a passion for team leadership and project management, and successfully interacting with C-suite executives. This role will report to the Chief Information & Technology Officer and will be based in Roseville, CA. Responsibilities: This role owns the uptime of the business. All production resources report to this role and this role has 100% approval for any implementations or changes that could impact uptime. Ensure all activities are managed per ClearCaptions IT methodology and processes. Where processes do not exit, this role is responsible for defining, creating, and managing the processes. Develop engineering and operational service metrics with actionable plans to improve operational efficiency, enhance service quality/SLA, and optimize delivery. Lead application severity incident to quick technical resolution. Review and track root cause analysis and preventative action items. Ensure runbooks are in place that define day-to-day support, maintenance, troubleshooting knowledge-base of the infrastructure. Provide mentor-ship and leadership to emerging talent within the infrastructure technology (in the form of cross training, workshops, and knowledge sharing). Review and present operational metrics explaining business impact and risk. Ensure enterprise access control activities executed per policy. Security Vulnerability Remediation. Oversee end to end availability of all application and infrastructure components. Function as an infrastructure lead and collaborate in the design and deployment of Network, Storage, Systems and Software components necessary to create and expose the DevOps Platform. Maintain the enterprise virtualization environment (Platform9), including troubleshooting, performance monitoring and optimization, capacity, high availability and continuity planning. Maintain Disaster Recovery infrastructure and documentation, ensuring systems and applications are adequately protected according to their SLAs. Schedule, run, and report on Annual Disaster Recovery tests. Manage the production support function including establishing procedures, monitoring, troubleshooting issues and escalation with vendors and internal teams. Manage staff, including: Network Engineers and architects, DevOps Team, sys admin teams, Help desk, and NOC teams. Provide global network Support (firewalls, routers, switches, and other network appliances). Develop and maintain high levels of 24 x 7 IT systems reliability and customer service. Possess software development mindset and awareness of development challenges and works to streamline software delivery pipelines where she/he has direct influence. Develop and implement IT Change Management procedures. Manage and oversee the planning and deployment of updates to production applications, and post-production confirmation of successful implementation. Other duties as assigned. Job Requirements: Qualifications: A solid understanding of technology. Practical application of technical methods and procedures. Effective conflict management, able to balance business "demands" with practicality. Strong passion for customer service and user experience. Communication, presentation, leadership, problem solving and organizational skills. Enjoys working in a fast-paced, rapid-growth, highly collaborative environment. Demonstrated critical thinking and planning at a strategic, global level. Ability to translate strategic plans into specific objectives, and to create and execute project plans to achieve objectives. Flexibility to adapt to rapidly changing conditions and priorities, and to redirect managers and teams toward new objectives. Bachelor’s degree in Computer Science or equivalent training. 10 years’ experience managing infrastructure teams. 8 years of knowledge of data center operations, telecommunications, network engineering, data center applications, client/server computing, and production operations support. Hands on experience with public and private cloud infrastructures. Experience with major infrastructure components such as Servers, Storage, Network, Databases, Virtualization, Cloud. Experience with Cisco ASA, SD WAN, firewalls, IPSEC, VLAN, QoS, RTP etc. Experience with Kamailio, Asterisk, and open source VoIP stacks. Solid understanding of open source software solutions and cloud-based offerings and services. Experience with managing infrastructure for SQL and No-SQL Database platforms such as MS-SQL, My-SQL, Couchbase, or similar. Experience with SalesForce, GP Dynamics, etc. and their ecosystems. Physical Requirements: Employees may experience the following physical demands for extended periods of time: Sitting, standing and walking (95-100%) Keyboarding (50-75%) Viewing computer monitor, tablet and cell phone screen requiring close vision (50-75%) Work Environment: Work is performed in a business office environment. Travel to company sites, including some that are out of state may be required. Compensation: A competitive compensation package will be offered to successful candidates. Disclaimer: The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to this job.
icrunchdata Network
Roseville, CA, USA
The Workforce Management (WFM) Analyst for ClearCaptions, LLC, is responsible for analyzing staffing across multiple call centers and vendors in order to ensure that daily service level goals are met. You will monitor internal and external factors that impact staffing demand as well as staffing shortages and request staffing moves to adjust to need. Position reports directly to Call Center Workforce Manager and works closely with multiple third party site workforce analysts/team leads to assist in managing staffing to meet service level requirements and goals. The right candidate is well-versed in using WFM software and possesses a minimum of two years’ experience working in/with a WFM department. KEY RESPONSIBILITIES AND DUTIES • Responsible for projecting staffing schedule needs across multiple call centers and vendors to meet sales driven forecast. • Responsible for publishing schedules to vendors in a way that maximizes efficiency and fairness. • Evaluate vendor actual staff schedules and workflows to properly communicate any possible improvements of efficiencies, across multiple centers and multiple vendor. • Analyze actual agent schedules and production performance to measure adherence against published staffing need. • Analyze data and recognize/interpret trends and communicate needed changes to vendors and management. • Cooperate with vendors to determine what intraday adjustments can be made; alert management to potential service level risks. • Ensure vendor call center staff are utilized to provide optimum service levels for customers. • Monitor external factors that may impact workload volumes; calculate potential business impacts from these factors and communicate action plans. • Track, analyze and report center performance and compliance with reports from WFM tool. • Run and distribute traffic and agent reports for vendors utilizing WFM tool. • Track system issues and report to the proper support team. • Based on analysis, provide process improvement and operational improvement recommendations to management. • Provide and full WFM support for internal IP-CTS call centers, where applicable. • Monitor schedule and headcount changes from providers; report weekly headcount and capacity across all sites . • Consistently perform quality review of data and report results; question and validate data for integrity and consistency, document report processes and logic applied in reporting. • Additional duties and assignments as directed by Call Center Workforce Manager and/or Vendor Relations Manager. MINIMUM REQUIREMENTS • Associates degree or equivalent work history in Call Center WFM. • Minimum two years’ WFM experience with WFM Software. • Expertise in ACD and WFM reporting principals. • Minimum two years’ call center experience in operations. • Advanced skill of Microsoft Excel is required (including but not limited to: PowerPivot, advanced formulas, nested statements, trend analysis, advanced charting, pivot tables and data manipulation centered on agent and traffic performance data. • Working knowledge of MS Office. • Advanced analytical and problem solving skills, coupled with the ability to manage multiple priority projects and shift priorities as needed while maintaining accurate and precise work, detecting and resolving discrepancies. • Ability to manage expectations and complete deadlines with key business partners. • Ability to work independently, proactively and creatively while exercising sound judgment in a fast-paced and results driven environment. • Strong written and verbal communication skills. • Analytical skills with high degree of accuracy. • Ability to work as part of a team of remote employees across the United States. • Ability to adhere to strict federal and business compliance and confidentiality rules. EXPERIENCE WITH THE FOLLOWING STRONGLY DESIRED: • Demonstrated successful ability in a 100% telework environment. • Secure, confidential office space in home. • Forecasting or predictive modeling experience. • Experience in Telecommunications Relay (TRS) industry, especially IP-CTS. • Experience working in highly regulated, confidential environment. Work Environment: Work is performed at the Corporate Office. Travel requirements will be under 5%. Will be required to work weekends and evenings as needed to meet business needs of a 24/7 operation. Physical Requirements: Employees may experience the following physical demands for extended periods of time: Sitting, standing and walking (95-100%) Keyboarding (40-60%) Viewing computer monitor requiring close vision (90-100%) Disclaimer: The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to this job. ClearCaptions is an equal opportunity, at will employer and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation or national origin. Job Requirements:
The Workforce Management (WFM) Analyst for ClearCaptions, LLC, is responsible for analyzing staffing across multiple call centers and vendors in order to ensure that daily service level goals are met. You will monitor internal and external factors that impact staffing demand as well as staffing shortages and request staffing moves to adjust to need. Position reports directly to Call Center Workforce Manager and works closely with multiple third party site workforce analysts/team leads to assist in managing staffing to meet service level requirements and goals. The right candidate is well-versed in using WFM software and possesses a minimum of two years’ experience working in/with a WFM department. KEY RESPONSIBILITIES AND DUTIES • Responsible for projecting staffing schedule needs across multiple call centers and vendors to meet sales driven forecast. • Responsible for publishing schedules to vendors in a way that maximizes efficiency and fairness. • Evaluate vendor actual staff schedules and workflows to properly communicate any possible improvements of efficiencies, across multiple centers and multiple vendor. • Analyze actual agent schedules and production performance to measure adherence against published staffing need. • Analyze data and recognize/interpret trends and communicate needed changes to vendors and management. • Cooperate with vendors to determine what intraday adjustments can be made; alert management to potential service level risks. • Ensure vendor call center staff are utilized to provide optimum service levels for customers. • Monitor external factors that may impact workload volumes; calculate potential business impacts from these factors and communicate action plans. • Track, analyze and report center performance and compliance with reports from WFM tool. • Run and distribute traffic and agent reports for vendors utilizing WFM tool. • Track system issues and report to the proper support team. • Based on analysis, provide process improvement and operational improvement recommendations to management. • Provide and full WFM support for internal IP-CTS call centers, where applicable. • Monitor schedule and headcount changes from providers; report weekly headcount and capacity across all sites . • Consistently perform quality review of data and report results; question and validate data for integrity and consistency, document report processes and logic applied in reporting. • Additional duties and assignments as directed by Call Center Workforce Manager and/or Vendor Relations Manager. MINIMUM REQUIREMENTS • Associates degree or equivalent work history in Call Center WFM. • Minimum two years’ WFM experience with WFM Software. • Expertise in ACD and WFM reporting principals. • Minimum two years’ call center experience in operations. • Advanced skill of Microsoft Excel is required (including but not limited to: PowerPivot, advanced formulas, nested statements, trend analysis, advanced charting, pivot tables and data manipulation centered on agent and traffic performance data. • Working knowledge of MS Office. • Advanced analytical and problem solving skills, coupled with the ability to manage multiple priority projects and shift priorities as needed while maintaining accurate and precise work, detecting and resolving discrepancies. • Ability to manage expectations and complete deadlines with key business partners. • Ability to work independently, proactively and creatively while exercising sound judgment in a fast-paced and results driven environment. • Strong written and verbal communication skills. • Analytical skills with high degree of accuracy. • Ability to work as part of a team of remote employees across the United States. • Ability to adhere to strict federal and business compliance and confidentiality rules. EXPERIENCE WITH THE FOLLOWING STRONGLY DESIRED: • Demonstrated successful ability in a 100% telework environment. • Secure, confidential office space in home. • Forecasting or predictive modeling experience. • Experience in Telecommunications Relay (TRS) industry, especially IP-CTS. • Experience working in highly regulated, confidential environment. Work Environment: Work is performed at the Corporate Office. Travel requirements will be under 5%. Will be required to work weekends and evenings as needed to meet business needs of a 24/7 operation. Physical Requirements: Employees may experience the following physical demands for extended periods of time: Sitting, standing and walking (95-100%) Keyboarding (40-60%) Viewing computer monitor requiring close vision (90-100%) Disclaimer: The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to this job. ClearCaptions is an equal opportunity, at will employer and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation or national origin. Job Requirements:
