Workforce Management Analyst

Overview

Workforce Management Analyst who helps enable Ethos' Customer Experience (CX) teams by creating and maintaining critical CX processes, forecasting support volumes, scheduling resources, and monitoring team performance.

What you'll do

• Partner with managers and other stakeholders to ensure the highest level of performance for support and operations teams.
• Use metrics, your own analysis, and other feedback mechanisms to develop forecast models for support team volumes based on historical data, seasonal trends, and product launches.
• Schedule resources for different focus areas and support channels to maximize coverage of customer interactions across all support channels.
• Conduct analysis and real-time monitoring of support team members' performance and schedule adherence.
• Strategize and develop new processes to monitor productivity and performance for support teams.
• Uncover and review actionable data-driven insights with management to drive informed decisions, improve customer experience processes, fuel overall productivity, and improve customer satisfaction.
• Design internal processes and help implement new software and systems to drive productivity and automation at scale to better manage a large team of support reps.
• Partner with leadership to gather required data inputs to track data and translate data into usable insights.
• Stay current on the latest industry trends, tools, and techniques to ensure solutions and processes provide the best customer experience possible.

What you'll need

• 3+ years of experience as an operations professional.
• At least some experience specifically in workforce management operations.
• Extreme attention to detail with an analytical approach to problem solving and process development.
• Ability to think strategically, identify key business issues, and develop innovative solutions to complex problems.
• Proficiency in analyzing data, interpreting metrics, and generating actionable insights.
• Strong knowledge and experience with Excel or Google Sheets (an absolute requirement).
• Expertise in identifying inefficiencies and leading process improvement initiatives.
• Strong communication skills with the ability to articulate messages to a variety of stakeholders and audiences.

Details

• Location: Bangalore, India.
• Work mode: Onsite.