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.
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.
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
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
Indeed is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment.
All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.