Workforce Management Analyst II

Who we are.

Newfold Digital is a leading web technology company serving millions of customers globally. Our customers know us through our robust portfolio of brands. We have some of the industry's most prominent and storied go-to-market brands, including Bluehost, HostGator, , Network Solutions, and We help customers of all sizes build a digital presence that delivers results. With our extensive product offerings and personalized support, we take pride in collaborating with our customers to serve their online presence needs. The strength of our company lives in the intersection of our people, our customers, and our brands.

In this role, you will be responsible for supporting our Customer Service Center ensuring service levels agreements are met on an hourly, daily, and weekly basis. You will analyze real time patterns and make necessary adjustments in partnership with front line leaders. You'll be playing a critical role in ensuring schedules, work shifts, breaks, meetings, and team huddles are continually optimized to maintain the required coverage. You will also be positioned to provide feedback specific to workforce management opportunities and business needs or changes, monitor incoming queues and work with supervisor and managers to ensure representatives are available for support and adjustments are made to resource allocation to meet service level goals.

What you'll do & how you'll make your mark.

• Generates daily, weekly and monthly KPI report accurately and on-time

• Monitors phone login compliance by agents

• Reviews schedule of the operations

• Records email and call data including KPI reports

• Ensures schedule is appropriately recorded and relayed to employees

• Coordinates with team leaders regarding their team's performance
  
  with attendance

• Ensures staffing is enough regardless of absences, late and leaves by
  
  adjusting schedule or suggestions for over time

• Consistently analyzes the volume of calls in queue, calls that have been
  
  answered as well as abandoned calls on daily basis to ensure key
  
  performance indicators and associated service levels are achieved

• Creates an environment orientated to trust, open communication and
  
  cohesive team effort

• Works closely with team and fellow colleagues

• Works collaboratively and closely with Team Leaders, Support
  
  Managers and Training Staff

Who you are & what you'll need to succeed.

• At least 1 year of experience as a WFM.

• Must have basic, demonstrated understanding and knowledge of Internet principles, terminology, and functionality.

• Must have typing skills of 45 wpm.

• Must be highly skilled in Word, Excel, and Windows

• Must have strong analytical, critical thinking, research, and problem-solving skills.

• Must be able to work under pressure and render extra time to finish report.

• Must be proactive in providing suggestions to improve current process.

Why you'll love us.

• Work-life balance. Our work is thrilling and meaningful, but we know balance is key to living well.

• We celebrate one another's differences. We're proud of our culture of diversity and inclusion. We foster a culture of belonging. Our company and customers benefit when employees bring their authentic selves to work. We have programs that bring us together on important issues and provide learning and development opportunities for all employees. We have 20 + affinity groups where you can network and connect with Newfolders globally.

• We care about you. We are a family, and we care about you and your family's physical and mental health by providing competitive HMO benefits – 175k MBL with two free dependents upon regularization We also give out Punctuality Bonus, Generous Vacation policy, and much more

• Where can we take you? We're fans of helping our employees learn different aspects of the business, be challenged with new tasks, be mentored, and grow their careers. Unfold new possibilities with #teamnewfold