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Workforce Analyst

Overview:

Ringbird is a 24/7 specialized legal answering service offering legal intake, call answering, outbound calling, and dedicated customer service to hundreds of legal firms across the United States. Ringbird has an immediate opening for a Workforce Analyst to drive the operational activities of the call center, including statistical tracking, forecasting, resource planning, scheduling, and ensuring staffing levels are sufficient to meet productivity and service goals.

Reports to:

Director of Agent Development

What you will do:

  • Forecast, measure, analyze, and report call center statistics and historical data, including:
    • Real time adherence and call volume
    • Daily and monthly billable minutes, total calls, abandon rates (percent abandoned and total count), and agent adherence (individual and collective)
    • Monthly and yearly agent attrition by tenure
  • Leverage quantitative skills to interpret data and gain insights that translate into actionable changes to improve satisfaction while maintaining cost effectiveness
  • Conduct scheduling and staffing for 100+ QA, training, and phone agents, including:
  • Perform a daily review of staffing holes and solution follow-through
  • Forecast required staffing levels to ensure the organization’s ability to meet operational goals
  • Create database tracking tools for staffing shrinkage patterns (ie. vacation, holiday, sick, training, etc) to optimize staffing forecasts
  • Develop a process with Implementations to project client go-live dates based on staffing requirements
  • Develop, communicate, and enforce a time off request process
  • Develop break and lunch schedules based on company needs
  • Process terminations and notify Human Resources of status changes
  • Escalate issues appropriately and efficiently, including financial, performance, and human resource issues
  • Act as a key partner to the Director of Agent Experience to identify opportunities to improve process effectiveness and assist with strategic planning and goal development
  • Other duties as assigned

What you are good at:

  • You love the numbers! You’re a data master with an analytical and strategic mind
  • You have a voracious appetite for finding the nexus between business growth, customer satisfaction, and cost effectiveness and you thrive in fast-paced environments
  • You love solving complex problems and are comfortable balancing high-level strategy and implementable solutions simultaneously
  • You have an entrepreneurial, growth-oriented mindset with a high tolerance for ambiguity
  • You are biased toward action; you take initiative but are continuously collaborative

Requirements:

  • At least 2 years of direct experience in Workforce management and analytics
  • A minimum of 2 years of leadership experience in a call center environment
  • Ability to write reports and business correspondence, create spreadsheets, and communicate effectively, both verbally and in writing
  • Experience using software technology to build and maintain forecasting models
  • Highly skilled in data analytics and committed to transporting raw data into purposeful analyses that will drive efficiencies

Filevine is an Equal Opportunity Employer. Qualifications for employment, promotion and other terms and conditions of employment are based upon the ability to perform the job. Equal-employment opportunities are provided to all applicants and employees without regard to race, creed, religion, color, age, national origin, sex, disability, veteran status, or other legally protected class. Filevine is committed to providing reasonable accommodations for qualified individuals with disabilities. If you need assistance or accommodation due to disability, or if you have concerns related to Filevine's equal employment opportunities, you may contact us at legal@filevine.com