Workforce Analyst

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• Demand Forecasting: Analyze historical data and forecast contact volumes to ensure adequate staffing levels across multiple communication channels (phone, email, chat).
• Schedule Optimization: Develop and manage efficient scheduling to match workforce capacity with forecasted demand, including planning for peak times, holidays, and special events.
• Real-Time Management: Monitor and manage real-time staffing levels to achieve optimal service levels and efficiency. Respond to unexpected changes in volume or staffing by adjusting schedules and coordinating with management.
• Performance Analysis: Utilize workforce management software to track key performance indicators (KPIs), identify areas for improvement, and report on service level achievements and opportunities.
• Stakeholder Collaboration: Work closely with customer care leadership, CX, and other departments to communicate workforce needs, challenges, and strategies.
• Analytical Tools Mastery: Utilize analytical tools such as Tableau, and Excel to generate actionable insights and recommendations on workforce trends.
• Process Design and Documentation: Develop and refine workforce management processes, documenting procedures, guidelines, and best practices to ensure clarity, efficiency, and scalability.

• BA/BS in Business Administration, Operations Management, Analytics, or a related field or equivalent experience.
• 1-3 years of experience in workforce management, planning, or a related analytical role, preferably within a customer support or call center environment.
• Strong analytical and problem-solving skills, with a strong proficiency in statistical analysis and forecasting methodologies.
• Experience with workforce management software (e.g., NICE, Calabrio, Genesys, Aspect) and proficiency in Excel or similar data analysis tools.
• Excellent communication and interpersonal skills, with the ability to present complex data in a clear and concise manner to stakeholders at all levels.
• Ability to work independently, manage multiple priorities, and adapt to changing demands in a fast-paced environment.
• A proactive, collaborative team player with a positive attitude and a focus on business outcomes.
• Knowledge of SaaS tech industry nuances, particularly in a customer care context.

Please note that base pay is one important aspect of a compelling Total Rewards package. The base pay range indicated here does not include any additional benefits or bonuses/commissions that you may be eligible for based on your role and/or employment type.

Regular full-time employees are eligible for benefits - see here.