Workforce Management, Senior Analyst at Relativity (Chicago, IL or Remote)
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Are you looking to be in a workplace where colleagues inspire one another? Are you interested in competitive and impactful benefits? Do you prefer a hybrid work model and flexible work arrangements?
The Workforce Management (WFM) Senior Analyst, Service Delivery Internal Operations is responsible for supporting the Global Customer Support team by designing, planning and delivering best in class staffing models across multiple support channels to ensure the team is able to consistently provide a quality experience to customers. You will perform data analysis and execute on the strategy and initiatives driven by the Director of Service Delivery Internal Operations. Your data and analytical skills will allow you to effectively forecast and coordinate team coverage in advance, as well react dynamically to real-time changes in the data trends.
Role Responsibilities
- Design and deliver modernized resource planning services to our global support teams to optimized staffing which will drive efficiency, SLA performance, and customer satisfaction
- Translate the business forecast and delivery strategy into capacity planning and interval staffing requirements to meet forecasted volume and achieve expected service level goals
- Perform real-time monitoring of inbound phone and email channels to ensure the team is adequately staffed and adhering to expected activities to meet customer demand
- Assess real-time the teams’ performance toward service level goals and make quick decisions on resource adjustments as needed to ensure those goals are achieved daily, weekly, and monthly
- Be strategic in approaching complex situations by anticipating changes required, proactively forecasting outcomes in advance, and making recommendations to management
- Develop and lead initiatives aimed at improving and implementing best practices in productivity and decisions regarding contact center strategies
- Develop reporting structure that allows for data to be presented in a clear, easily understood, and actionable format
- Partner with Global Support leadership and Operations peers to identify data-driven opportunities for further workforce optimization
- Act as an expert for WFM and telephony software (NICE InContact), as well as other key programs owned by the department as needed
- Collate and share performance results with stakeholders, including standardized reports on a daily, weekly, and monthly basis
- Report on departmental and team goals, maintain dashboards, and provide data analysis to your leader to make strong recommendations that meaningfully contribute to Relativity’s Global Support strategy.
- Support operational processes that enable Global Support leaders to make data-driven decisions, especially in planning for coverage, staffing analysis, and department goals.
- Adhere to best practices in reporting and data quality that allow the Global Support team to accurately report on key activities.
Preferred Qualifications
- Ability to manage high pressure situations
- Ability to set and communicate team and individual goals and communicate strategy, tactics and behaviors required to achieve those goal
- Experience with NICE InContact software
- Experience in a SaaS environment
- Change agent: natural at embracing change and leading people through ambiguity and transformation
Minimum Qualifications
- At least 3 years of experience in Workforce Management, preferably in contact centers with at least 50 employees in multi-site, multi-skill environments who perform more complex technical work
- Experience with Workforce Management software and methodologies (forecasting, scheduling, performance tracking, reporting)
- Experience with Workforce Management software and methodologies (forecasting, scheduling, performance tracking, reporting)
- Must be flexible on working hours to attend meetings with a global team across a variety of time zones
- Ability to work independently and efficiently with minimal supervision in a high productivity and time sensitive environment, demonstrating excellent organizational skills and attention to detail
- Exceptional skills in Microsoft Office with an emphasis on Excel
- Experience with Tableau
- Experience with Salesforce
- Experience in a SaaS environment
- #LI-Remote
Relativity is a team of passionate people always looking to grow and make our product and customer service the best it can be. Our team members come from diverse backgrounds with different skills and life experiences—and we love and celebrate those differences. We believe that employees are happiest when they’re empowered to be their full, authentic selves, regardless how you identify.
So, please come as you are. We can’t wait to meet you
Benefit Highlights:
Comprehensive health, dental, and vision plans
Parental leave for primary and secondary caregivers
Flexible work arrangements
Two, week-long company breaks per year
Unlimited time off
Equity program
Training investment program
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.
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