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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Technology we use

  • Engineering
  • Product
    • .NETLanguages
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages
    • ScalaLanguages
    • SqlLanguages
    • AzureLanguages
    • ChefLanguages
    • PowershellLanguages
    • JenkinsLanguages
    • KubernetesLanguages
    • DockersLanguages
    • Node.jsFrameworks
    • AureliaFrameworks
    • SQLDatabases
    • LinuxDatabases
    • AsanaManagement
    • JIRAManagement

Location

We’re a community of passionate, life-long learners tackling challenging problems. We care about each other and about our community.

An Insider's view of Relativity

How does your team reward individual success?

Rewarding success is one of my favorite parts of my role. Formally through annual bonus plans, thank you notes in our HR system and of course through promotions. I also like to submit nominations to be recognized at company meetings and spotlights in department newsletters. We move fast at Relativity it’s nice to slow down and just say thanks!

Jessica

Operations Manager, Customer Success and Support

How do you collaborate with other teams in the company?

On the Certification team, I develop exams and study content for our end users. To ensure that our exams are valid, I work with almost every team embracing their expertise and industry knowledge into the development process. It takes continuous interdepartmental collaboration to keep exam content accurate as the Relativity platform evolves.

Sean

Certification Specialist

How has your career grown since starting at the company?

As an Application Support Specialist, I have increased my technical knowledge in SQL database management, Network Administration, and Server Infrastructure. Prior to coming to Relativity, I had zero knowledge of e-Discovery, and now provide On-site training to our clients teaching them about the various e-Discovery tools Relativity has to offer.

Kamal

Application Specialist II

What are some social events your company does?

Our annual user conference, Relativity Fest, is such a tremendous opportunity to get one on one face time with our partners. Fest draws 2,000 platform users and practitioners from all different facets of the industry and being able to connect with them and hear their stories is extremely powerful.

Michael

Platform Account Manager

What are Relativity Perks + Benefits

Relativity Benefits Overview

We offer a competitive set of benefits and perks from great insurance, to unlimited time off and a zen room!

Culture
Volunteer in local community
We support local organizations through employee-nominated monthly grants and provide a large grant annually to schools within our community. See more: https://www.relativity.com/about-us/giving-back/
Partners with Nonprofits
We work with several organizations such as: Cradles to Crayons, Embarc, Year Up, Greater Chicago Food Depository, Best Buddies, MakerGirl, Latinas in Tech, NSBE, Anita B.Org - and more!
Friends outside of work
Eat lunch together
Intracompany committees
Our community resource groups: Black @ Relativity, Relativity Latinos in Tech, RelAsians, Relativity Women of the Workplace, Relativity Pride, Faces of Relativity, RelVETS, and RelMind.
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Diversity Employee Resource Groups
Black @ Relativity, Relativity Latinos in Tech, & RelAsians
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Health Care FSA - Eligible expenses pre-tax up to $2,750 Limited Purpose FSA - Vision & Dental expenses pre-tax up to $2,750 Dependent Care FSA - Child care/adult care expenses pre-tax up to $5,000
Disability Insurance
Short- & Long-Term Disability available at no cost to employees to provide income replacement (60% of salary) in the event they become unable to work due to injury or illness
Dental Benefits
Standard (free) & Premium Plan options. Both plans cover 100% of preventative care. Under Premium, Child (19 & under) & Adult (2022) Orthodontia covered up to $2,500 lifetime max per individual.
Vision Benefits
Basic Vision is free to employees & dependents. Frames or contact lenses are covered up to $130 every 12 months.
Health Insurance Benefits
Two Medical plan options: PPO & HDHP (HSA plan). With the HDHP option, employees can enroll in a Health Savings Account with a Relativity contribution of $500 for employee only or $1,000 for family.
Life Insurance
Relativity provides Basic Life & AD&D coverage at 1x an employee's salary at no cost to the employee. Employees have options for Voluntary Employee, Spouse, & Child supplemental life coverage as well.
Pet Insurance
Discounted Nationwide Pet Insurance through our Employee Assistance Program
Wellness Programs
Through our program, Relativians have access to resources to work towards personal wellness goals within the 5 pillars of Wellness: Physical, Emotional, Financial, Social, & Purpose.
Onsite Gym
Team workouts
Group Wellness Workouts Live virtual yoga classes Movement Competitions
Mental Health Benefits
Virtual Group Therapy Sessions RelMIND Community Resource Group Wellness Meditation Group Employee Assistance Program Headspace Mindfulness App free subscription
Retirement & Stock Options Benefits
401(K)
Traditional (Pre-Tax) and Roth (Post-Tax) options for individual elective deferral.
401(K) Matching
Relativity matches employee contributions 100% up to 3% of the deferral with vesting as follows: - 1 year: 33% of employer match - 2 years: 66% of employer match - 3+ years: 100% of employer match
Company Equity
Relativity offers long-term incentive awards to all permanent employees, vesting over a four year period.
Performance Bonus
Bonuses are based on a combination of how the company performs as well as how the individual performs.
Match charitable contributions
Relativity Gives powered by Benevity enables Relativians to support the global causes they are most passionate about through volunteering, donations (matches are typically 1:1), and social promotions.
Child Care & Parental Leave Benefits
Generous Parental Leave
100% paid leave for Primary (12 weeks) and Secondary (6 weeks) caregivers.
Flexible Work Schedule
At Relativity, we focus on and measure the quality of our team members’ output, not where and when they work. See the "Additional Perks & Benefits" section for more information.
Remote Work Program
Family Medical Leave
Restricted work hours
In the U.S., we have formal breaks where the office closes between 12/25 - 1/1 and new in 2020, the week of the 4th of July as well!
Company sponsored family events
We have an annual summer picnic where all employees are encouraged to bring family members.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Tax-free transportation opportunities.
Company Outings
We have our annual Summer Jam (picnic that includes friends and family), our User Conference - RelativityFest, and a holiday party each year.
Game Room
Our Cafe houses ping-pong, foosball, and a variety of arcade games - including Killer Queen (a multi-player game that is one of few in the country).
Stocked Kitchen
We have tea, coffee (including fancy espresso machines), a variety of LaCroix, soda, and many other things. We also have fresh fruit delivered twice a week in our pantry areas.
Some Meals Provided
Meals are often provided during morning or afternoon training sessions. There is also always plenty of leftover food from such meetings that employees can dive into after the attendees are finished.
Happy Hours
Different for each team, but always a great time!
Parking
Recreational Clubs
Several Intramural Sports Teams (kickball, softball, volleyball, etc.), Vertikal (climbing group), Movie Night, Gaming Groups, and several more.
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
To support an employee’s learning and development journey, Relativity offers access to on-demand training and certifications, internal expert-led courses and demos, and funding for external learning
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications
The Relativity Certified Administrator Exam

Additional Perks + Benefits

At Relativity, we focus on and measure the quality of our team members’ output, not where and when they work. Our philosophy translates to two work practices applied to teams that can support them.*
• Agile work hours: A team member’s shifting their everyday schedule by starting early/later or working in time blocks that fall outside the “typical” working hours to meet personal needs
• Agile workplace: Telecommuting to work on a semi-regular or regular basis**
*Due to the nature of some teams' responsibilities and structure, members may not have such flexibility.
**Telecommuting on a regular (full-time) basis is limited to the country/region in which you are employed and subject to manager approval.

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