Ref#: R0009405

Our mission.

As the world’s number 1 job site, our mission is to help people get jobs. We need talented, passionate people working together to make this happen. We are looking to grow our teams with people who share our energy and enthusiasm for creating the best experience for job seekers.

The team.

Our Client Success team provides expert support to our clients, partners and fellow teammates around the globe. We focus on collaboration, the ability to adapt to client needs, and a passionate approach to service. Every month, over 200 million people count on us to help them find jobs, publish their resumes, process their job applications, and connect them to qualified candidates for their job openings. Simply put, we help our clients who help people get jobs.

Your job.

A Workforce Management Analyst at Indeed is a smart, driven, metric-centric individual who is passionate about supporting Client Success. You are someone who genuinely enjoys digging into analytics, and are no stranger to impeccable organization. You thrive on learning and would be excited to become an expert on the intricacies of each of our departmental teams.

As a Workforce Management Analyst, you will report to the Senior Manager, Workforce Management.  You’ll help monitor service level agreements and coordinate all activities across the global Client Success team. The goal of this position is to help optimize our provided services and to ensure that all pillars within Client Success are operating effectively.

You Will:

  • Use attention to detail to forecast scheduling and validate historical data

  • Create and provide short & long term projections based on current, historic and seasonal trends

  • Assist in the measurement of all existing service-level agreements

  • Monitor and assess intra-day activities for respective teams to quantify productivity and efficiencies

  • Plan and communicate reaction strategies for spikes in volume, unexpected absences and training

  • Work closely with our management team, keeping them informed of projected volume

  • Analyze groups of data to identify operational efficiencies for respective teams

  • Review and compare productivity for teams based in Eastern, Central, and Pacific time zones

  • Manage PTO and training requests to ensure appropriate staffing needs are met

  • Act as the single source of knowledge on current SLAs and help educate peers and keep appropriate parties informed

About you.

  • Bachelor's degree strongly preferred, related work experience considered.

  • A minimum of 1 - 2  years of experience working in a contact support center

  • Proficiency in Excel and Google Apps (G. Suite) required

  • Ability to work independently as well as in a team environment

  • Strong time management skills and attention to detail

  • Ability to articulate complex concepts in an effective and simple manner

  • Experience with WFM Teleopti platform preferred

  • Prior experience working with WFM systems like Teleopti, NICE and Aspect is a plus

  • Knowledge of Shoretel or InContact phone system preferred

  • Prior experience working with internal stakeholders is a plus