Taxwell helps everyday Americans get every tax advantage they deserve by finding credits and deductions they never even knew existed. Our tax preparation software offers easy guidance and ensures your maximum tax refund. We strive to build a team of like-minded experts in both tax and technology who align with our brand purpose, are advocates for our customers and have a fresh, non-traditional approach to the tax industry.

Drake Software is a leading digital tax filing platform which offers customers professional digital and downloadable products that are easy-to-use, best-in-class technology, and provide unparalleled customer support. We are a trusted solution for all users including those with complex tax returns. We strive to attract and retain candidates who exemplify our values: performance, perseverance, progress, and partnership. Drake Software is a member of the Taxwell family of products. We are an organization of forward thinkers looking to add industry experts to our growing team

JOB SUMMARY:

As a Workforce Management Analyst supporting Drake Software, you will be part of the Workforce Management team and will be responsible for real-time monitoring, staff scheduling, short-term planning, WFM systems configuration/ administration, and reporting to ensure optimal service levels and effective agent productivity. This role serves as a point of contact for the leadership team regarding real-time management, scheduling, skilling, and overall customer response time experience.

The shift for this role will be 12:00 pm to 9:00 pm ET; Monday through Friday and 9:00 am to 5:00 pm ET on Saturdays. The schedule will include Sundays off as well as one day off during the week, either Tuesday, Wednesday, or Thursday.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Manage/create schedules that optimize staffing to best meet workload patterns.
• Real-time monitoring of queues; support real-time updates of queue/skill assignments as needed to balance service levels across queues.
• Enter daily exceptions to schedules and respond to escalated issues and ad-hoc requests.
• Track and analyze call arrival and AHT patterns and ensure daily forecasts are accurate and up to date.
• Utilize trend analysis to proactively identify areas for continued improvement on phone/queue activities.
• Routine evaluation of staffing versus forecast and actioning appropriately to ensure a balance of productivity and service objectives are met.
• Consult leaders in planning for all offline activities.
• Report and advise on offline activities, service goals, and agent occupancy.
• Monitor schedule adherence and alerting team leaders to minimize impact on customers.
• Communicate actionable recommendations to leadership related to scheduling and queue management.
• Complete root-cause analysis for events impacting service levels.
• Facilitate real-time discussions with leaders as required.
• Assume and perform other duties and responsibilities as needed.

SKILL & EDUCATIONAL REQUIREMENTS:

• 3+ years' contact center experience in a WFM managed environment.2+ years' experience with a contact center technology; Five9 & Community WFM preferred.
• Exceptional communication and interpersonal skills are essential.
• Strong mathematical acumen and proficiency in MS Excel required.
• Strong troubleshooting and critical thinking skills.
• Strong organizational/time management skills and multi-tasking abilities.
• Ability to work effectively within a team environment to accomplish goals.
• Ability to work well under pressure and meet deadlines with minimal direction.
• Ability to work in an environment focused on continuous improvement.
• Positive attitude, flexibility and reliability.

At Taxwell, we believe our work benefits from the diverse perspectives of our employees. As such, Taxwell welcomes and celebrates diversity and inclusion and is committed to equal opportunity employment. At Taxwell, you can expect a supportive, open, and inclusive atmosphere and a team that values your contributions.

Taxwell is committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants without regard to race, color, religion, sex, national origin, age, disability, marital status, sexual orientation, gender identity, veteran status, and any other status protected under applicable law. Taxwell considers information gathered in the hiring process, including information on this application, confidential, and only shares it on a need-to-know basis or as required by law.

If you need assistance or accommodation due to a disability, you may contact us at HR@Taxwell.com or by calling 828-349-5703 extension 6049 to speak with a member of the HR Talent Acquisition team.