Jan 24, 2023
Our workforce receives reasonable compensation that is competitive and meets their needs. Our total rewards programs reflect our dedication to inclusivity and access for all, and they offer scalable and flexible benefits, rewards, and perks.
Maintain capacity planning models by confirming assumptions with the Customer Support team and ensuring the accuracy of all underlying data
Help create and maintain scheduling and interval accuracy across the department
Collaborate with Team Leads and drive Real Time Management activities for our global Support teams
Produce WFM reports and recommend action plans to maintain healthy SLAs and Productivity across all teams
Build and maintain strong relationships with key stakeholders from all teams to ensure objectives are met
Prepare and manage staffing and scheduling to ensure that a sufficient amount of staff is available to perform all required tasks
Assess staffing levels daily, and monitor attendance and schedule adherence
Work closely on cross-department projects as indicated by your manager
You have great attention to detail and ask lots of questions
You have 2-4 years experience in a similar role
You have experience working in the customer support function of a high pace tech company
You have strong analytical skills and are able to discern data patterns and translate them into insights
You have excellent verbal and written communication skills
Nice to have: You have Knowledge or hands-on experience in generating Forecasting, Planning, and Scheduling models in the past
Nice to have: You have worked on at least one WFM tool like IEX, Aspect, Blue-Pumpkin, etc. or at least one of the voice/chat ACD tools like Avaya CMS, Nortel, Genesys
You are based within the EMEA time zone
Computer equipment applicable to your role
Stock grant opportunities
Additional perks and benefits based on your employment status and country
The ability to choose where you work whether it be your home, the beach, or a We Work