Workforce Analyst
SpotHero is seeking a Workforce Analyst to design, develop, and deliver reporting and actionable Customer Care analyses that will drive business growth. This highly quantitative, analytical, creative, and technically-sound person will be responsible for helping us to effectively and efficiently scale one of SpotHero’s largest and fastest growing departments!
Who we are: SpotHero is a rapidly growing tech company that’s making life easier for the daily driver. Drivers across the nation use the SpotHero mobile app or website to reserve discounted parking on-the-go or in advance.
What will you do?
- Provide workforce forecasts that determine our Customer Care team’s staffing and hiring model.
- Provide ad hoc reports for the Customer Care Leadership Team, as well as for SpotHero’s Executive Team.
- Create scalable models/dashboards to identify trends in our data and suggest actions based off of them, while inventing new workflows to optimize our analytics.
- Analyze customer contact behavior to improve our efficiency in responding within service levels across multiple contact channels.
- Create short, medium, and long term contact volume forecasts for our support center.
You are:
- Analytical. You pursue insights that provide thoughtful answers to complex problems.
- Inquisitive. Innovative and resourceful; you’re constantly looking for ways to improve upon things.
- Organized. You have great follow through on tasks and superior organizational skills.
- Diligent. You are extremely detailed oriented and don't get overwhelmed easily.
- Dynamic. You embody resilience, drive, and energy that radiates throughout all interactions.
- A master scheduler. You are comfortable creating schedules for medium and large departments and are able to plan proactively against demand.
Pre-Requisites:
- Bachelor’s Degree
- 1-3 years work experience in an analytical role
- Advanced proficiency in Excel
- Can quickly learn new software
- SQL experience and statistics background are a plus
- Experience working in a call center is a plus
- Experience with Looker or Tableau is a plus
What we are offering:
- Career game changer – A truly unique experience to work for a fast growing startup in a role with unlimited potential for growth.
- Excellent benefits – We cover 90% of Medical Premiums, 50% of Dental & Vision Premiums, and offer company sponsored Life Insurance.
- Flexible PTO policy and great work/life balance – We value and support each individual team member.
- Fun perks like snacks, catered lunches, happy hours, wellness programs, and SpotHero swag.
- Annual parking stipend (duh – we're a parking company!).
- The opportunity to collaborate with fun, innovative, and passionate people in a casual, yet highly productive atmosphere.
- A workplace recognized as the Startup of the Year by Built in Chicago and one of Chicago’s Best Places to Work for Women Under 35 by Crain’s Chicago Business.
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