Workforce Management Analyst

Inflection

Remote
  • Job Type: Full-Time
  • Function: Operations
  • Post Date: 03/30/2021
  • Website: inflection.com
  • Company Address: 555 Twin Dolphin Drive Suite 200, Redwood City, CA, 94065

About Inflection

Inflection delivers powerful, fair, and reliable screening products to empower companies to make better and faster people decisions about who they should hire, who they should trust, and to whom they should grant access.

Job Description

At Inflection, our mission is to build trust by harnessing the power of data. To achieve our ambitious goals, we’re growing a diverse and inclusive team of collaborative, adaptable, hard-working people who are passionate about solving problems and achieving success. We’re dedicated to fostering a company culture that’s inclusive, engaging, supportive, and offers a place where employees can grow and thrive.
 
GoodHire, our primary business line, is a leading provider of background checks, serving more than 80,000 organizations of all sizes. The business is growing rapidly, and our Support team is growing with it.
 
This is a full-time work-from-home opportunity with exceptional benefits.
 
Job Duties:
 
As a Workforce Management Analyst, you are responsible for planning, scheduling, maintaining, and managing agents' skills with real-time adjustments to business rules for queues and workflows.
 
This position will analyze historical call, email, and chat volumes to forecast and optimize our workforce to meet service level goals. 
 
 

In this role, you will get to:

    • Plan for the day (volume forecasting, optimize staff scheduling by the time interval in an omni-channel environment), conduct analysis, and report the results (providing daily/monthly reports on actual to projected performance).
    • Assist with volume forecasting for each media type (phone, email, chat), including the use of forward-looking events such as product releases.
    • Act as an indirect knowledge leader by creating synergy between short term and long term forecasting efforts via influencing shrink planning, including supporting the time-off process.
    • Set weekly operating targets for overtime and volunteer time off to match workforce hours to customer needs and provide direction to Support supervisors to put into effect.
    • Analyze data to identify trends, find opportunities for improvement, drive efficiency, and increase production.
    • Implement and maintain real-time WFM processes and dashboards across multiple channels for in-house and potential outsourced teams.
    • Optimize schedule placement to best match volume arrival patterns and coordinate schedule change requests.
    • Track absences and make appropriate entries in Genesys Cloud and other timekeeping systems.
    • Monitor Agent adherence and make schedule updates as necessary.
    • Adjust schedules in Genesys Cloud and StratusTime as necessary.
    • Monitor and verify hourly time cards in StratusTime for each pay period, ensuring punches are accurate and all PTO and VTO entries have been made.
    • Support the development and implementation of new Customer Support tools, creating appropriate workflows and configurations to meet the business's evolving needs.
    • Develop and maintain business KPIs and Support metrics that provide actionable insights and time-relevant information to management.
    • Support our business hours which are 8:00am - 8:00pm EST, 5:00am - 5:00pm PST Monday through Sunday.

Job Requirements:

    • 4+ years of Workforce Management, Real-time Management, and staffing experience within a multi-media, skill-based environment required.
    • BA or BS/MS degree with a strong academic record in a quantitative discipline or equivalent work experience.
    • Experience with cloud-based contact management software (Genesys Cloud, Aspect, Calabrio, IEX, Verint, Nice inContact) required.
    • Understanding of Key Performance Indicators for the contact center industry for an Omni-Channel environment.
    • Strong experience working with Excel, Access, SQL databases, report visualization software, and analytics tools.
    • Exceptional data analysis acumen, including drawing accurate conclusions from raw data and providing suggestions to address gaps, including simulation & statistical modeling.
    • Ability to rapidly learn and develop data analysis skills.
    • Ability to balance attention to detail, practicing Speed with Rigor in a fast-paced environment.
    • Open to learning and practicing new processes, freely communicating ideas, and committed to the best result.  
    • A well-developed sense of urgency and follow-through.
    • Ability to make discretionary decisions based on data research.
    • Ability to communicate effectively and maintain professional working relationships with co‐workers and peers.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.