Customer Support Sr Workforce & Data Analyst

Creata il 17-11-2020

Location Nashville

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Descrizione

About Houzz

Houzz is the leading home renovation and design platform in the world. We have a highly engaged community of over 40 million homeowners who leverage our technologies to find inspiration for their next home project, connect with over 2.5 million home design and remodeling professionals and discover products in the Houzz Shop.

About the Role

We are looking for an organized and analytical individual to join our Workforce Management team. Your focus is providing detailed volume forecasts, staffing recommendations, and other data insights. The ideal candidate exhibits strong analytical thinking and consistent problem solving skills.

What You’ll Do

Create short and long term forecasts based on skill sets and historical data

Monitor real time employee schedule adherence and prepare real time and intraday staffing and attendance reports.

Monitor real time contact queues (call, chat, email) and make recommendations to improve service levels and other objectives

Find optimal schedules for meetings, trainings, and other initiatives to provide maximum service levels

Make recommendations to case and call routing to improve productivity and service levels

Process data requests for Customer Support management team and assist with various projects, including call, case, and refund audits

Create weekly and monthly progress reports for supported teams.

Prepare data associated with Blue Print and Performance Improvement Plans.

Analyze volume and occupancy data to inform staffing plans

Create and maintain Salesforce reports and dashboards

Manage Salesforce additional build and issue resolution requests (SFDC requests) for supported teams.

Create high level analytical summaries with proposed resolutions or next steps for manager, senior manager, and director levels.

Assess trends to identify areas to improve productivity to reduce costs and meet budget/forecast

Provide superior support, contribute to a positive work environment, and embody the Houzz culture

Perform various tasks in support of the Houzz Marketplace and other company initiatives and goals

At a Minimum, We’d Like You to Have

Ability to work effectively in a fast paced environment

Strong analytical thinking and ability to identify team opportunities

Strong verbal and written communication skills

Expertise with forecasting and staffing models preferred

Experience with Excel and Google sheets

Detail and task oriented

Team player mentality

Ideally, You'll Also Have

Tech-savviness

Team oriented mindset

Experience in a customer support environment

Benefits and Perks

Competitive salary

Flexible paid time off

Commuter benefits

Medical, dental, vision and pet insurance

Maternity/paternity leave program

Employee assistance program

401k retirement savings plan

Flexible spending accounts

Healthy at Houzz program

Benefit

Pranzi TGIF

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