Description
Looking for a job to get you out of bed?
The CX Operations team is responsible for ensuring the sale and service experiences at Casper are managed as efficiently and effectively as possible. With growing complexity across roles, shifts, and skills, adding a Workforce Analyst is absolutely critical to Casper’s CX goals.
As the Workforce Analyst on the CX Operations team you’ll be primarily responsible for creating inbound forecasts across all channels and specializations for the CX team. Using these forecasts you’ll create daily and weekly schedules for a team of 30+ growing CX Specialists. You’ll monitor all inbounds across each of Casper’s inbound channels and collaborate with CX leadership to provide staffing recommendations aimed at meeting or exceeding our service level expectations. In addition to forecasting, scheduling, and monitoring performance towards service level agreements, you’ll also have the opportunity to consolidate trends and opportunities for key stakeholders like CX, Tech and Operations aimed at making sure we are working smarter and not harder. CX Ops is a constantly evolving team so you should be comfortable working with uncertainty and you should be someone who thrives when given the opportunity to create entire processes from scratch!
What You'll be Doing:
- Use workforce management forecasting to develop projected inbound volumes in order to optimally allocate CX resources
- Ensure Customer Experience is appropriately staffed to meet service level expectations and create & publish the team schedule in an acceptable time frame
- Report on previous week’s inbound volume against forecasted volume while also identifying potential risks to team performance based on staffing needs
- Perform continual analysis of current performance and adjust staffing plans and schedules to achieve the CX team and business goals
- Review multi-team staffing plans and communicate breaks, events, and technical requirements to continuously collaborate effectively
- Administer and leverage WFM platform to maintain a holistic view of staffing both internally and externally
- Use service level reporting to associate schedule adherence and productivity to inform process improvement recommendations and other actionable insights aimed to elevate both the customer and associate experience
- Manage non-productive time request process, ensuring activities are planned without impacting SLAs
- Advise on schedule change requests to the CX Support and Sales Managers
- Partner with various teams to maintain budget headcount accuracy and improve forecast capabilities
What You Bring to the Table:
- BA/BS, with strong academic record- Plus if degree is in economics, math, computer science, business, or another analytical field
- Highly analytical with strong problem solving skills
- Solutions oriented with the ability to interpret data, recommend solutions, and develop and implement a plan with follow-through
- High attention to detail with strong data organization and database management skills
- Excellent written, verbal, and interpersonal skills
- Experience analyzing, interpreting, and summarizing data
- Proficiency in MS Excel, G-Suite,MS Office products and ideally a data visualization tool and Salesforce
- Ability to think strategically and tactically within a dynamic, fast-paced organization
