Analyst, Workforce Management & Contact Center Analytics

Empowering small businesses with innovative banking and digital servicing is what we do. Bluevine is looking to add an experienced analyst who will bridge Workforce Management and Contact Center Analytics. This unique role offers a significant opportunity for growth and development in both areas, ensuring that our customer success strategy evolves through data-driven insights and efficient workforce processes.

In this role, you will support the Customer Success teams by creating and implementing processes, reporting, dashboards, and analytical insights that drive exceptional customer experiences across multiple direct contact channels (phone, email, chat) and indirect channels (IVR, chatbot, self-service knowledge centers). Your work will involve both real-time monitoring and advanced data analysis to optimize service levels, drive operational efficiency, enable data-driven decisions, and inform the business of key known & unknown trends. This position is ideal for someone who thrives on analytical thinking, creating intuitive reports and dashboards, and practical implementation in a fast-paced environment.

This is not a remote role. At Bluevine, we pride ourselves on our collaborative culture, which we believe is best maintained through in-person interactions and a vibrant office environment.  

What You'll Do:

Workforce Management Responsibilities:

• Monitor and optimize service level outcomes & adherence to KPIs 
• Make recommendations to the Customer Success team for utilization and adherence in real-time.
• Develop and maintain best-in-class forecasting models to enable scaling for the organization while maintaining desired customer experiences.
• Analyze contact volume patterns to produce and project efficient staffing schedules.
• Partner with leadership to evaluate new tooling from the requirement-gathering phase to post-implementation support.
• Provide ongoing support and maintenance of the tools (user configuration, adjusting settings, role access/permissions, new feature identification, and deployment).

Contact Center Analytics Responsibilities:

• Analyze large structured and unstructured data sets to uncover trends and insights, focusing on contact center performance, customer interaction patterns, and service level outcomes.
• Develop and maintain advanced algorithms to predict customer behavior.
• Generate regular reports and dashboards for senior leadership, providing user-friendly actionable intelligence that influences decision-making.
• Drive the transition from manual to automated reporting systems, enhancing operational efficiency.
• Design and execute A/B tests to evaluate potential improvements in contact center operations.

Common Responsibilities:

• Partner with and enable Customer Success leadership to accomplish key business objectives through real-time monitoring, reporting, execution of business strategies, and quickly escalate risks that may impact the business.
• Proactively identify and escalate risks that may impact the business.
• Facilitate meetings to review the health of the business and present reviews to senior leadership regularly.
• Collaborate with applicable departments to integrate various data sources for comprehensive reporting.
• Ensure data integrity and accuracy by implementing robust data validation and quality assurance processes.
• Translate complex data analysis into user-friendly reports and presentations for non-technical stakeholders.
• Proactively identify opportunities for process improvements, present actionable ideas to leadership, and lead initiatives from concept through successful execution.

What We Look For:

• 2+ years working in a Contact Center Workforce team/department/analytics, preferably within contact center environments, with a strong emphasis on experience in a startup environment.
• Deep understanding of call center management, including experience with various technology platforms that power a contact center.
• Proficiency with Excel or Google Sheets, SQL, Python, and/or other data analysis tools to manipulate and analyze large data sets to create reports and dashboards.
• Experience with data visualization tools like Tableau or Metabase, and familiarity with Salesforce and Amazon Connect technologies is a plus.
• Strong track record of partnership and enablement of customer-centric teams.
• Comfortable and experienced with interacting with senior leadership and sharing of insights and perspectives.
• Ability to creatively solve complex business problems and drive proactive decision-making.
• Excellent written and oral communication skills and ability to articulate technical concepts clearly and succinctly.
• Scrappy - We don't have all the answers, but you'll need to find them.
• Ability to document and effectively raise operational trends to management.
• Associate’s Degree or equivalent experience.
• Flexibility with schedule to ensure business needs are met.