Workforce Management Analyst

Working for one of our world-class brands means being part of a great working environment and collaborating with people from all corners of the world on a product you are proud of.

Company Overview:

Bethlehem Shared Services provides professional services exclusively for Cigars International, CIGAR.com, Pipes & Cigars, Thompson Cigar, Meier & Dutch, Cigarbid.com and its affiliates. We are the fastest growing cigar company in the country, and leading online and direct marketer of fine cigars, premium pipe tobaccos, luxury gifts and accessories, and more.

While our roots are in direct marketing, we have a strong eCommerce and growing brick and mortar retail presence. We have three (3) Retail locations in Pennsylvania, five (5) in Texas, two (2) in Florida and soon to be more.

Summary:

We are looking for an experienced Workforce Management Analyst to oversee our Contact Center’s Workforce Management function for maximum efficiency and cost-effectiveness. You will also ensure that technology and data-driven decision making is utilized to optimize a well-organized and productive staff. The candidate that we are seeking must be an organized, reliable, and a results-driven professional. They must be a proven leader and have a practical mind to solve problems on the spot, partnered with an ability to see the “big picture.”

What can you expect as a Workforce Management Analyst with Cigars International/Bethlehem Shared Services?

Monitor real-time adherence and provide weekly/monthly adherence adjustments and reporting.
Identify, develop, and execute strategies to optimize contact center efficiency and drive continuous KPI improvements – such as service levels using predictive modeling.
Gather and synthesize complex information.
Communicate information in a clear, simple way to a variety of audiences, ranging from senior management to working-level technical specialists.
Own & project lead integrations for our existing CaaS.
First point of contact for WFM regarding system-related issues that impact production; Track and report issues and resolution.
Responsible for the completeness and accuracy of contact center agent information housed in WFM.
Makes complex decisions while assessing risks that can impact the level of the services we provide.
Responsible for the accuracy of daily/weekly/monthly attendance reporting
Create accurate and timely reports that reflect the center’s performance related to key metrics.
Advises hiring needs and business decisions based on forecasts and results.
Provides guidance through data driven decision-making to ensure meetings and training are scheduled, while maintaining acceptable service levels.
Develops and maintains historical data (e.g. absenteeism, attrition, management investment, call volume, productivity, service level performance, and staffing adherence etc....)
Remain up to date on contact center technologies, trends, and best practices.

Your areas of knowledge and expertise (that matter the most for this role):

5+ years of contact center experience
3+ years of experience in a workforce management role desired
A bachelor’s degree in business management, math, statistics, economics, or related field is preferred but not required.
Experience with Workforce Management tools like Genesys, NICE inContact CXone, Calabrio, TalkDesk, Playvox etc.
Experience working with Power BI
Intermediate experience with Microsoft Excel utilizing formulas, v-Lookups, and pivot tables.
Focus on operations management experience including forecasting, scheduling, and real-time operations management.
Knowledge of contact center fundamentals
Good organizational skills and attention to detail are essential.
Must have strong analytical skills.
Adept at data collection, summarization, and analysis of metrics
Should have excellent problem solving and negotiation skills.

We value our employees and in addition to our competitive salaries, we offer a competitive benefit package to our talented team members including:

Comprehensive Health Care, Vision & Dental Plan
Flexible Spending Account
Disability Plans
Basic & Supplemental Life Insurance
Additional Supplemental Benefits
Paid Vacation, Paid Time Off (PTO) days, Holidays
401(k) Retirement Saving Plan including a generous Company match

What happens next?

You Apply – Craft your career with us!
We carefully review your application (over a nice cup of coffee).
The important thing to know is that we process applications on an ongoing basis, so we encourage you to submit your application as soon as possible
If we are a match, you’ll receive an email or a call from our HR team
And a final note for you to know - We'll get back to you — even if it's a no (for now)

Our company uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.e-verify.gov.

*Please be informed that this Direct Search is conducted exclusively by the Scandinavian Tobacco Group. We do not accept applications from agencies, and we will not provide compensation for unsolicited CVs.