Intraday Workforce Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Generate forecasts on expected workload volumes for daily, weekly, and monthly periods.

• Assess and communicate the necessity for overtime and potential staffing risks to leadership, ensuring tasks are initiated upon receipt and that service level agreements (SLAs) are met for all tasks.

• Prepare the weekly schedules for Customer Support, which includes daily coverage to meet customer demand, as well as training and upskilling coverage, and team huddles.

• Assist associates with schedule adjustment requests during the day and relay adjustment trends to leadership.

• Conduct trend analyses on workload volumes and suggest actionable strategies based on data to fulfill operational requirements.

• Guarantee that all Customer Success teams and queues are sufficiently staffed throughout the day, making adjustments for unexpected workload changes or priority shifts.

• Supervise phone, chat, and case queue coverage to minimize customer wait times and ensure effective delegation of tasks.

• Coordinate proactive contingency support across teams to optimize overall staffing for Customer Success.

• Align shift schedules with incoming volume patterns by day-part and recommend adjustments to shift timings as necessary based on customer demand.

• Create and maintain dashboards and reports for leadership, offering real-time insights into team performance, process bottlenecks, and operational metrics.

• Propel Customer Success to achieve SLA targets in line with company goals.

• Organize and manage the shift bidding process.

⛳️ Requirements

• 1-3 years of experience in a workforce management position.

• Exceptional accuracy and a keen eye for detail.

• Advanced skills in data analysis.

• Strong analytical abilities.

• Excellent research capabilities.

• Clear and effective communication skills.

• Knowledge of forecasting and capacity planning concepts.

• Capability to succeed in a fast-paced, metrics-oriented environment.

• Experience with workforce management software.

• Proficiency in relationship building.

• Nice to have:

• Familiarity with Salesforce.

• Experience with SQL.

• Comfort with statistical concepts such as Erlang C, Shrinkage, and Occupancy.

• Background in Finance/Retirement.

• Basic exposure to project coordination or change management.

🏝️ Benefits

• A fantastic 401(k) plan: Our own! Our 401(k) features a dollar-for-dollar employer match up to 4% of compensation (immediately vested) and $0 in plan fees.

• Premium health plans, along with dental and vision insurance.

• Competitive time off policies and parental leave.

• Additional Wealth: Unlimited access to digital tools, financial professionals, and a knowledge center to help you understand your equity and enhance your financial wellness.

• Lyra: Enhanced mental health support for employees and their dependents.

• Carrot: Fertility healthcare and family formation benefits.

• Candidly: Student loan resource to assist you and your family in planning, borrowing, and repaying student debt.

• Monthly work-from-home stipend; quarterly lifestyle stipend.

• Engaging team-building experiences, including virtual social events and team offsites, fostering collaboration and camaraderie.