Workforce Planning Analyst, Customer Support

Job Description

• Work closely with outsourced partner teams on all WFM components, overseeing capacity planning, scheduling, and real-time monitoring across all lines of business including Customer Support, Sales, Sales Ops, and Finance. • Build forecast volumes, calculate staffing needs, work with vendors on creating schedules, and monitor real-time adherence for efficient call center operations • Create and maintain real-time, historical, and custom reports and analyze trends in a timely manner to improve the efficiency and effectiveness of the Customer Support, Sales, Sales Ops, and Finance teams. • Create and maintain reports and self-service dashboards across multiple lines of business, locations, and channels for in-house and outsourced teams to provide ongoing insight to business stakeholders and leadership team in making effective, data-driven decisions • Able to balance quantitative and qualitative metrics to provide holistic benchmarking of agent performance. • Supports Workforce Optimization priorities – right people, right time/place, right count, with the right skills. Provide creative and proactive analytics to support customer initiatives and strategies. • Track, address, and escalate interrupted work (including system issues) while reporting any significant developments and providing reallocation recommendations to leadership. • Review and analyze customer and sales data from data visualization tools (such as Looker) to deliver customer insights and recommendations • Execute complex ad-hoc special projects and analysis as the need arises.

Qualifications

• BA/BS degree preferred with a strong academic record • 4 - 7 years contact center workforce management experience • 2+ of business intelligence, data mining or analyst responsibilities • Exceptional problem-solving capabilities and superior analytical skills • Experience with Salesforce, Excel, and data analytics tools (Looker, Tableau, Domo) with proficiency in visualization and dashboards • Deep interest and aptitude in data, metrics, analysis and trends • Proven ability to multi-task and manage multiple projects • Ability to distill and present actionable information from complex analysis • Google analytics background a plus

Benefits

• Comprehensive health plans* • Flexible Time Off for Exempt Employees/Generous PTO plan for Non-Exempt Employees Take time to rest, relax and explore! Plus we offer Summer Fridays! • 401k, Company ownership in the form of RSU’s & ESPP Program • Medical and retirement benefits vary by Country For more detail visit www.matterport.com/careers