Influx provides Support as a Service for brands and tech companies. This includes an entire operation available on demand: agents, management, training, QA, data, and insights.
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Analyze historical data and trends to forecast future workloads, including call volumes and chat requests, to determine required staffing levels.
Create optimized agent schedules considering factors such as agent availability, skill sets, and service level goals.
Monitor real-time data, such as call volumes and agent adherence to schedules, and make immediate adjustments to maintain service levels.
Evaluate agent performance data to identify trends, patterns, and areas for improvement, and use this information to optimize schedules and enhance operational efficiency.
Design and implement data visualization tools, and analyze reports on key performance indicators (KPIs) to evaluate performance and make data-driven decisions.
ABOUT YOU
You hold a Bachelor’s degree in Business Administration, Statistics, Mathematics, or a related field.
You have proven experience in workforce management or data analysis within a customer service or BPO environment. (at least 1 year experience)
You are proficient in workforce management software and tools, with knowledge of CS/CRM Helpdesk systems (Salesforce, Genesys, Zendesk, Aircall, Five9, HubSpot, etc.) being a plus.
You possess strong analytical skills and can translate data into actionable insights.
You have advanced proficiency in Excel, Google Sheets, and data visualization tools (Looker Studio, Tableau, Metabase, etc.).
You thrive in a fast-paced environment and can manage multiple priorities.
You have excellent communication and problem-solving abilities.
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