As a member of the Marketplace Services Workforce team, the Workforce Analyst plays a key role in short- and medium-term scheduling and staffing for teams within Marketplace Operations. The Workforce Analyst will be responsible for ensuring key teams (e.g., Support, Risk Operations) are effectively scheduling their staff to meet both volume and initiative-based requirements. This will include working closely with leaders of these teams and Workforce to regularly review current and future needs and coverage gaps, providing helpful insights to guide coverage decisions. This role reports to the Senior Manager, Workforce and will partner closely with the Senior Workforce Management Specialists and Reporting Analysts which makeup the Workforce team to ensure they’re able to make data-driven decisions.
What you’ll do
- Generate and manage weekly schedules for the required Marketplace Operations teams, using the designated Workforce Management tool (currently Playvox)
- Build out schedules for agents during “scheduling periods”, typically quarterly but can change based on expected seasonality trends
- Act as support for realtime queue management between our in-house team and BPO partners, having the ability to determine when to make reactive and proactive adjustments to scheduling to account for unexpected volume patterns and/or coverage gaps
- Collaborate with Marketplace Operations leaders to understand new and changing priorities for each team which may impact coverage, flagging for Senior WFM Specialists and the Senior Manager, Workforce when these may result in additional hiring needs
- Work with the necessary stakeholders to plan for employee travel or other work-related events which may impact coverage
- Regularly monitor key metrics and performance indicators like service levels, productivity, utilization rates, and shrinkage trends in an effort to maintain lean, healthy operations
- Be considered a trusted expert in scheduling and roster-generation, acting as an informed and reliable source of information and support for Marketplace Operations teams who will be supported by this role
What you have
- 2+ years of experience in supporting scheduling efforts for hourly coverage-based teams, ideally of 50+ agents or more and/or teams spanning multiple timezones
- Familiarity with typical Workforce Management software (e.g., Playvox, Verint, Assembled, Calabrio Teleopti)
- Understanding of main workforce management metrics, including service level performance, adherence, handle times, handled and resolution rates, occupancy, utilization rates, etc.
- Close attention to detail, being able to quickly spot and diagnose existing or potential problems, and ideally make recommendations to fix them
- Ability to effectively collaborate with stakeholders of all levels of seniority and tenure, in particular being able to adjust what is being communicated and how based on the audience
- Ability to work Monday through Friday, starting shift no later than 8am PT
Perks
- Equity stake
- Flexible work environment, allowing you to work as many days a week in the office as you’d like or 100% remotely
- A WFH stipend to support your home office setup
- Flexible PTO
- Up to 16 weeks of paid family leave
- 401(k) matching program
- Health, vision, dental, and life insurance
- Annual subscriptions to Headspace, Ginger.io, and One Medical
- $120 a month to spend on tickets to live events
- Annual subscription to Spotify, Apple Music, or Amazon music
