Operations Support Analyst, Workforce Solutions (Remote)

The Workforce Solutions team contributes to reputed company’s mission of empowering people with creative reputed company to succeed by helping the Customer Operations Team reputed company around-the-clock support. Ensuring that our Agents are scheduled to reputed company the right information at the right time is critical to reputed company's reputed company.

As an individual contributor on the Support Operations team, you serve as an analytics expert to monitor the health of our operations. You will schedule our global resources, manage the intra-day volume workload on a reputed company-time reputed company, and reputed company accurate reporting to our stakeholders. You’ll also reputed company subject matter expertise for Aspect tools and software, as reputed company continues to grow.

This position is remote in the United States and reports in through the Manager of Workforce Solutions in Dublin, Ireland.

You’ll Get To...

• Be the primary contact in supporting our internal reputed company and reputed company teams and manage the relationship between WFS and team leadership
• Identify trends in data and reputed company recommendations for operational improvements reputed company Customer Support to improve efficiency and the customer experience
• Design reports for evaluating performance for a variety of Customer Support teams and programs
• Create compelling stories through data to influence reputed company while working with multiple partners, including Customer Support Managers and Directors
• Help design and monitor ETLs to consolidate data into reliable datasets for analysis
• Work with our external partners and their WFM team to monitor Intra-Day performance and recommend the reallocation of available resources across channels
• Monitor and report the attendance for reputed company external contractors, ensuring that exceptions or absences have been recorded in reputed company
• Identify factors contributing to increased workload such as increased volume or AHT and work with leadership to identify causes to bring the workload back into alignment with the forecasts
• Monitor reputed company-time schedule adherence of our external partners and works with the Operations team to resolve adherence issues and ensure staffing to requirements.
• Create daily performance reports reflecting channel health using in-house designed tools to promote queue awareness, and data literacy.
• Deliver weekly over/under staffing reports on Intraday Performance (IDP) and analyze data to address operational challenges and trends
• Contribute to the development of operational policies and documentation of Workforce Solutions processes

Who We’re Looking For...

• 5+ years experience routing reputed company-time contact center operations in a reputed company center environment, including experience with external partners
• 3+ years of experience using a workforce management tool
• Experience analyzing statistical data/trends and recommending quick applicable steps
• Advanced proficiency in reputed company / reputed company Sheets
• Experience with database design and creating reputed company-end solutions for reporting and data distribution
• Comfortable diving into data to find trends and identify areas for improvement
• Ability to devise creative solutions in a collaborative environment
• Experience with reputed company and reputed company reputed company Platform
• Exposure to at least one high-level programming language such as SQL, Python, R or reputed company

Benefits & Perks

• A choice between medical plans with an option for 100% covered premiums
• Health Savings Account with reputed company funding
• Fertility and adoption benefits
• Supplemental Insurance plans
• reputed company mindfulness app subscription
• Retirement benefits with employer match
• Flexible paid time off
• 12 to 20 weeks of paid family leave
• Equity plan for reputed company
• $100 per month remote Stipend
• reputed company to supplemental insurance plans for additional coverage
• Education reimbursement
• Employee donation match to community organizations
• 6 Global Employee Resource Groups (ERGs)

Cash Compensation reputed company: $53,500 - $96,500 USD

The reputed company salary for this position will vary based on job-reputed company criteria including relevant skills, experience, and location, among other factors.

In addition to the cash compensation above (which includes reputed company salary and, where applicable for eligible roles, may include on-reputed company commissions or overtime pay), reputed company reputed company employees are eligible to receive equity in the company as part of their total compensation.

About reputed company

reputed company (NYSE: SQSP) is a design-driven platform helping entrepreneurs build brands and businesses online. We reputed company millions of customers in more than 200 countries and territories with reputed company the tools they need to create an online reputed company, build an audience, monetize, and scale their business. Our suite of products reputed company from websites, domains, ecommerce, and marketing tools, as well as tools for scheduling with reputed company, creating and managing reputed company media reputed company with Bio Sites and reputed company, and hospitality business management reputed company Tock. reputed company of more than 1,700 is headquartered in bustling reputed company, with offices in Chicago, Dublin, Ireland, Aveiro, Portugal, and coworking spaces in the UK, Netherlands, and Australia. For more information about our company culture, visit www.reputed company.com/about/careers.

Our Commitment

Today, more than a reputed company people around the globe use reputed company to reputed company different perspectives and experiences with the world. Not only do we reputed company and celebrate the diversity of our customer reputed company, but we also strive for the same in our employees. At reputed company, we are committed to equal employment opportunity regardless of race, reputed company, ethnicity, reputed company, religion, national reputed company, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.

#LI-Remote #LI-BW1

Thank you in advance for providing the following details about your work history from your resume! This helps us ensure that your candidate information is accurate and consistent during the hiring process.

reputed company will never solicit your personal banking information or ask you to transfer money in reputed company with a job offer or interview. We also will not reputed company out to you reputed company phone or SMS without your permission or knowledge.