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Vacancy : Workforce Management Analyst
Company Location : Portland, OR
Modsy is a fast growing, San Francisco-based startup that is reinventing the way we design and shop for our homes. Leveraging ground-breaking 3D technology and a seamless customer experience, Modsy guides you through a few simple steps to capture, redesign, and transform your home. You receive back a catalog quality lifelike version of your room rendered in 3D that is fully shoppable based on your style, budget, and functional needs. The future of home design and furniture buying is changing and Modsy is leading the way.
As a company, Modsy is pioneering a remote-first, distributed team culture. We pride ourselves in our inclusive, diverse environment where exceptional talent helps our customers create their dream home.
As a Modsy Customer Experience Workforce Management Analyst, you will work closely with the Customer Experience team to manage and report out on all things related to staffing, scheduling, forecasting, and efficiency of the support team. In this role, you will learn everything there is to know about the customer experience and the support Modsy provides and will be responsible for staffing to meet the needs of the business. This will range from monitoring daily KPIs such as Service Level Adherence and agent productivity to owning long term forecasting and capacity planning.
The ideal candidate is passionate about helping customer support teams meet customer needs and improve efficiency. You are well versed in the metrics that drive contact center efficiency and responsiveness. You enjoy working with CS/CX leaders to uncover areas of improvement related to the customer experience, cost effectiveness, and frontline agent experience. Last but not least, you are seeking a position in which you can provide valuable insights to support growth and profitability, while having fun with a smart, engaging team.
Serve as the primary point of contact on workforce management policies
Serve as subject-matter expert on workforce optimization issues
Ensure service level targets are met; maintain the right headcount, and calculate team capacity
Monitor time off requests and communicate with agents regarding requests and policies
Responsible for the maintenance and upkeep of Workforce Management software
Responsible for reporting data management activities around employee scheduling and forecasts
Improve processes and increase efficiency of operations by recommending necessary changes
Undertake majority of contact forecasting and agent scheduling for the contact center
Report out on team performance KPIs such as Service Level Adherence, Shrinkage, Utilization, and Occupancy
Requirements & Skills
2+ years professional experience in Workforce Management
Experience working in or alongside a Customer Service/Support/Experience team
Experience with contact center forecasting and capacity planning
Proficiency in schedule building and staffing efficiency across all channels – phone, email, and chat
Experience with Workforce Management software
Collaborative, strong communicator and comfortable managing several ongoing projects with poise
Willingness to be flexible and open to new challenges as Modsy grows
Experience reporting out findings and recommendations to upper leadership
Modsy is committed to bringing together individuals from diverse backgrounds and perspectives. We strive to create an inclusive environment where everyone can thrive and be their authentic self, feel a sense of community, and do great work together. We are proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ethnicity, religion, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, Veteran status, or any other legally protected status.
Modsy has raised $100M in funding from TCV, AVP, Norwest, GV, NBCUniversal Cable Entertainment, Comcast Ventures, Birchmere Ventures, and BBG.
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