Workforce Analyst

| Seattle
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The Role 

The WF Analyst II plays a significant role as part of our global WFM model and is responsible for supporting the scheduling of the technical support organization, and assisting with real-time operations and queue management. This WF Analyst will support both tactical and strategic needs associated with scheduling and planning synchronous and asynchronous workload for multiple channels, making best use of multi-skilled support engineer resources in various roles, using a combination of tools, including the Playvox/AgyleTime WFM system. This is inclusive of event and meeting scheduling, and making timing recommendations for those activities. The WF Analyst II will report to the Workforce & Capacity Planning Manager and is accountable for Support scheduling processes, coordinating training & meeting scheduling, intraday task & activity optimization, and supporting time off planning. 

Your Daily Adventures Will Include

  • Scheduling Support engineers in various roles based on forecasted interval demand
  • Partnering with Operations and global support leadership to ensure scheduling supports customer needs and organizational needs
  • Recommend scheduling solutions which maximize efficiency in a 24x7 global support organization
  • Assist with intraday real-time queue management
  • Time off request processing
  • Maintaining internal service levels on timely processing of out of office time requests and other time sensitive tasks
  • Data entry to support basic scheduling workload & tracking of missed time
  • Partnering across Outreach as needed to support event planning 
  • Provide scheduling related analysis as needed
  • Provide full-service scheduling including optimization
  • Various other common workforce management tasks and basic responsibilities

Basic Qualifications

  • Bachelor Degree and/or equivalent in experience, professional training, and/or certifications
  • Minimum 2 years of scheduling experience within a WFM software system
  • Experience with WFM system implementations
  • Experience with supporting global and remote Support teams
  • Excellent decision making and problem-solving capability in a very fast-paced environment
  • Excellent communication skills, both written and verbal, as well as excellent organizational skills
  • Ability to partner with, coach, and mentor peers
  • Technical troubleshooting skills associated with Zendesk, WFM software, and telephony, including IVR management

Why You’ll Love It Here


• Generous medical, dental, and vision coverage for full-time employees and their dependents

• Flexible time off

• 401k to help you save for the future

• Company-organized and personal paid volunteer days to support the community that supports us

• Fun company and team outings (or virtual events these days!) because we play just as hard as we work

• Diversity and inclusion programs that promote employee resource groups like OWN (Outreach Women's Network)

• A parental leave program that includes not just extended time off but options for a paid night nurse, food delivery, gradual return to work, and the Gottman Institute's Bringing Home Baby course for new parents

• Employee referral bonuses to encourage the addition of great new people to the team

• Plus, unlimited snacks and beverages in our kitchen (once we're back in the office, that is!)

• We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status

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Location

Our Lower Queen Anne office is located along the beautiful Elliott Bay waterfront north of Belltown, near Myrtle Edwards Park.

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