The Customer Support Workforce Management Analyst is responsible for support ticket volumes forecast, capacity forecast and planning, shift management, workforce scheduling, and day to day queue management tasks to ensure that we are meeting customer SLA and internal targets. The analyst will also be working with the support leadership team to optimize capacity and coverage through shrinkage management including planned/unplanned absence, meetings, holidays. 

Customer Support Workforce Management Analyst is a member of the Support Operations Team who is able to operate in a fast paced environment and quickly make decisions and changes based on pattern recognition and variance to baseline due to incidents, issues, or other extenuating circumstances. To be successful in the role this person will need to be well organized, adaptable, highly analytical with a knack for identifying a better way of doing things, a positive change agent, and an effective communicator at all levels of Support. The goal for this role will be to plan, manage and optimize support capacity to meet customer commitments in ticket handling both from SLA and experience perspective. The role will report directly to Sr. Director of Operations.

Responsibilities

• Own incoming ticket volumes forecast and processes
• Own support capacity planning and optimization to meet incoming ticket volumes actual and forecast
• Own headcount forecast based on ticket volumes taken into account lead time and ramp to meet volumes and SLA commitment 
• Own management of Workforce Management tool including user creation, shift creation, real time queue and SLA reporting and analysis
• Create weekly and monthly capacity guidance for support managers to manage and optimize shrinkage
• Ensure schedule adherence through real time and trend reporting and work with support managers for coaching opportunity
• Create, maintain, and adjust customer support agent schedules based on incoming volume trend and forecast
• Identify improvement opportunities through routing and queue optimization with focus on customer experiences and SLA commitment among other factors
• Coordinate and communicate holiday schedules, all hands meeting, and team meetings to ensure coverage for customer globally
• Proactively produce real time alert and post-performance analysis as needed to provide insights on issue or opportunities for customer support leadership team based on data and observations
• Make tradeoffs between information available and provide innovative and practical solutions to customer support leadership team in situations where all the desired data may not be available

Requirements

• 3+ years of workforce management experience with direct capacity planning and forecasting 
• BA/BS degree 
• Highly analytical with ability to structure work, frame issues, and produce analyses that answer simple and complex questions in a pragmatic approach
• Highly organized, a self starter with ability to work independently and under deadlines while being flexible in responding to changing business and technical conditions
• Strong understanding of Support structure including multi skills, languages, hours and location set up and management
• Experience with ticketing tools such as Zendesk and Salesforce
• Experience with Workforce Management Tools such as Argyle Time is a plus
• Intermediate to advanced skills in data analysis tools such as Tableau, SQL, Excel, Google Sheets