CCaaS & Workforce Management Analyst/Administrator

Job Description

Job Description

About the Role

CNA is seeking a detail-oriented, analytical, and solutions-focused CCaaS & WFM Analyst/Administrator to support our contact center operations, CCaaS technology, workforce management, and contact center performance. This role plays a key part in helping the teams meet service level goals, maintain staffing coverage, support contact center systems, and provide timely reporting and insights that drive operational decisions.

The ideal candidate is comfortable working with data, systems, schedules, call center metrics, and cross-functional partners. This position requires strong follow-through, sound judgment, technical aptitude, and the ability to respond with urgency while maintaining accuracy and professionalism.

Location

This position is based in Scottsdale, Arizona, and follows a hybrid work schedule of four days onsite and one day remote each week.

What You’ll Do

• Monitor real-time contact center performance, including service levels, call volume, abandon rates, and staffing coverage.
• Work with leadership team to manage intraday staffing variances when call or chat volume spikes, absenteeism occurs, or operation
• Maintain accurate schedules, staffing plans, and workforce updates to support service level goals.
• Develop and maintain staffing forecasts using historical trends, business needs, shrinkage, and operational assumptions.
• Prepare monthly and ad hoc reports with clear insights, variance explanations, and actionable recommendations for leadership.
• Administer and support CCaaS platforms, including IVR configurations, call routing, queues, user setup, and system settings.
• Serve as a primary point of contact for contact center technology issues, including ticket submission, triage, escalation, follow-up, and resolution tracking.
• Partner with Claims leadership, IT, vendors, and internal stakeholders to support system updates, testing, implementations, and process improvements.
• Identify recurring trends, scheduling challenges, technology issues, and process gaps; recommend practical solutions that improve efficiency and customer experience.

What We’re Looking For

• 3-5 years of experience in claims operations, contact center operations, workforce management, scheduling, reporting, business systems support, or a related operational support role.
• Working knowledge of contact center metrics such as service level, abandon rate, average handle time, occupancy, adherence, shrinkage, and forecast accuracy.
• Experience supporting or administering CCaaS, telephony, call center, or workforce management platforms such as RingCentral, DialPad, Five9, Genesys, NICE, Verint, or similar systems preferred.
• Ability to predict call and chat volumes and convert those metrics into staffing requirements
• Strong analytical skills with the ability to review data, identify trends, determine operational impact, and communicate clear recommendations.
• Proficiency with Microsoft Excel and reporting tools; experience with dashboards, workforce management systems, or data visualization tools is a plus.
• Strong communication, organization, documentation, follow-up, and problem-solving skills.
• Ability to manage competing priorities, respond quickly to business needs, and work independently with accuracy and professionalism.

Education

• Bachelor’s degree in business administration, operations management, analytics, information systems, or a related field preferred. High school diploma with technical certifications

Why Join?

At CNA, you’ll be part of a collaborative team that values accountability, continuous improvement, and exceptional service. This role offers the opportunity to make a meaningful impact on department performance by improving staffing visibility, system reliability, operational efficiency, and the overall customer and employee experience.

CNA offers service contracts, warranties and other protection products to vehicle purchasers through franchised automobile dealerships nationwide. Founded in 1982 and headquartered in Scottsdale, Arizona, we set out to redefine the service contract industry with a commitment to being the best and doing the right thing. More than 40 years later, we remain true to that vision, evolving alongside the auto industry and delivering top-notch products with exceptional customer service.

Our organizational culture thrives on challenge and engagement, providing opportunities for employees to learn, grow, and feel a sense of purpose within our dynamic workplace.

In 2024, CNA received a MOTOR Top 20 Award from MOTOR Information Systems for our electric vehicle service contract. We have been named a #1 provider 22 times in the Dealers’ Choice Awards. In addition, CNA was the first and one of only two service contract companies recognized for “Highest Overall Dealer Satisfaction” by J.D. Power and Associates.

We are a wholly owned subsidiary of CNA Financial, one of the nation’s oldest and largest commercial insurers with more than $60 billion in assets.