Workforce Engagement Management (WEM) Ops Analyst
Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide. Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves. Five9 is seeking an additional member to the Professional Services team. The ideal candidate is a passionate, self-managed individual with a passion for process management and relationship building skills. The ideal candidate is detail oriented and enjoys connecting with the customers and other stakeholders to identify priorities and manage expectations regarding the assignment of trainer or consulting resources and should have a passion for Customer Centric solution design, and an interest in improving and accelerating project deliveries. The Workforce Engagement Management (WEM) Ops Analyst will assist in the coordination and management of WEM, ensuring that tasks are completed on time, within scope, and within budget. This role involves working closely with senior project managers and stakeholders, facilitating communication, managing timelines, and overseeing certain aspects of project execution. The candidate will also contribute to risk management, quality control, and documentation throughout the project lifecycle. Key Responsibilities:
- Maintain and update internal systems including Monday.com, and associated process documentation
- Work with the PM and AM teams to ensure the efficient assignment and management of training and consulting resources.
- Ensure seamless hand of too assigned PS resources.
- Look at processes to improve visibility of resource availability.
- Ensure effective processes for cancellation and reallocation of resources.
- Supporting the Training Audit process
- Supporting the WFO customer escalation process
- You will identify opportunities to introduce a "story driven" approach across Five9 consulting services
Key Requirements:
- 1+ year experience of process design
- Very strong writing, presenting and communication skills
- Ability to learn new technologies & communicate those concepts at a high level
- Excellent listening skills
- Strong attention to detail
- Ability to work independently, managing multiple priorities as required
- Highly motivated with a positive, professional attitude
- Prior Contact Center experience a plus
Key Skills:
- Strong interpersonal and leadership skills
- Ability to multitask and work in a fast-paced environment
- Attention to detail and commitment to quality
Preferred Qualifications:
- Project Management Professional (PMP) or PRINCE2 certification
- Experience in managing small projects or initiatives
- Familiarity with project budgeting and financial tracking
- Experience with Monday.com
- Experience with Looker
- Experience of project tracking in PSA
Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. Five9 is an equal opportunity employer. View our privacy policy, including our privacy notice to California residents here: https://www.five9.com/pt-pt/legal. Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9. Apply tot his job Apply To this Job