The Role

The Customer Support Workforce Management rep is responsible for ensuring that tickets are routing accurately and in the right queues. They also proactively advise and monitor customer wait times, coverage gaps, LSE identification, facilitation of special events like holidays and all-hands meetings as well as creation of schedules with management guidance and advisement. 

Workforce Analysts are members of the Support Team who are able to operate in a fast paced environment and quickly make decisions and changes based on incoming volume. To be successful in the role this person will need to be well organized, adaptable, a planner, and able to communicate at all levels of Support. The goal for this role will be to manage incoming volume in such a way that agents and customers are both successful.

Responsibilities

• Create and maintain customer support agent schedules
• Assist in creation and maintenance of manager schedules
• Enforce and document schedule adherence
• Monitor volume trends and making staffing adjustments
• Coordinate and communicate holiday schedules
• Ensure tickets are routing accurately
• Identify high priority tickets and route accordingly
• Maximize efficiency by funneling like tickets to specialist teams
• Proactively produce post-performance analysis as needed
• Provide business insights to customer support senior leadership team based on observations
• Monitor customer escalations and LSE incidents and filter to the correct teams

Requirements

• 2+ years of workforce management experience
• Highly organized
• Strong understanding of Support structure and procedures
• Experience using a ticketing and support tools, Zendesk, Salesforce, and Tableau a plus
• Ability to efficiently complete tasks with operational excellence and attention to detail

Why You’ll Love It Here

• 100% medical, dental, and vision coverage for full-time employees

• 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 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