Workforce Analyst

Resident is an industry-leader in the Direct-to-Consumer mattress and home furnishings category. Since our founding of the award-winning Nectar Sleep in 2016 (with over 1 million happy sleepers and counting), we have also launched the Dreamcloud, Awara and Level Sleep brands to cater to a variety of sleep preferences. Our mission is simple, we strive to make inspiring products people love coming home to (and to help everyone afford a great night’s sleep)!

Our company is built around continuously improving our ability to introduce new customers to our products, and wow them with exceptional experiences through the shopping and post purchase journey. We love to use data and metrics to drive our decisions, while keeping in mind that customers don’t speak in numbers, and that each one should be treated as a member of our family.

Oh, and by the way – we’ve been doing the “remote work thing” since the day we started. So you can expect a hard working team of people that understands how to create meaningful connections and get great work done virtually – it’s in our nature!

The Workforce Management Specialist is responsible for analyzing and reviewing real-time metrics to maintain and improve our SLAs, KPIs, CSATs for our Customer Success Teams.

**This is a Full-Time, Remote, Work from Home opportunity in the United States. Must have flexibility to work shifts during 6am – 7pm PST, Monday-Sunday, and key holidays. Additionally, you must have a dedicated quiet work space to be considered for this role. This position requires you to reside in and be authorized to work in the United States.**

Responsibilities

Manages the administration of the call center phone, chat and email queues and routing, monitors real-time inbound volumes and service level statistics to ensure adherence to SLAs
Gathers call, chat and email data and assists with data analyses to determine call volume trends, service activity, or resource availability to forecast required staffing levels and provide reporting to management
Assists with the creation of reporting that may include dashboard reporting, scorecards, and presentations of call center statistics such as call volume trends, variances from staffing schedules and performance to established service level metrics. May participate in continuous improvement initiatives as required
Monitors real-time staffing levels and schedule adherence of Customer Service Representatives (CSRs) US and BPO to assure internal and/or client service levels and customer satisfaction goals are met
Assists with the maintenance of the Workforce Planning Tools by entering real-time exceptions (absence, tardiness, early departure, meetings, overtime, call outs, etc.)
Serves as the point of contact for the approval/decline of requests such as time off, shift trades, and intraday scheduling changes in collaboration with team management
Monitor and process vacation and overtime requests in real-time in collaboration with team managers
Timesheet management of non-exempt US employees in collaboration with Team Managers and HR
Maintain composure in critical situations and communicate clearly with both internal and external stakeholders
Assist in developing holiday plans by creating schedules for abnormal volumes
Maintain proper & professional communication with team members to ensure everyone is aware of their schedule
Work with HR to ensure labor and scheduling compliance

Requirements

1+ years of workforce management experience in a call center or remote environment
Previous payroll processing experience a plus
Strong time management skills
Strong mathematical, analytical, and organizational skills
Strong knowledge of contact center fundamentals
You exhibit strong leadership, collaboration and communication skills
Experience with workforce management software (Genesys, IEX, Calabrio)
Knowledgeable of labor and scheduling laws
Comfortable and familiar with working from home and being a self-starter. Ensuring the necessary technical requirements are met

#LI-REMOTE

We are proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, ancestry, sex, religion, gender, gender identity or expression, sexual orientation, marital status, national origin, citizenship, genetics, disability, age, veteran status or other characteristics.

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