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Casper // sleep startup focused on mattress
New York    Posted: Wednesday, May 15, 2019
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Looking for a job to get you out of bed?

The CX Operations team is responsible for ensuring the sale & service experiences at Casper are managed as efficiently & effectively as possible. With growing complexity across roles, shifts, & skills, adding a Workforce Analyst is absolutely critical to Caspers CX goals.

As the Workforce Analyst on the CX Operations team youll be primarily responsible for creating inbound forecasts across all channels & specializations for the CX team. Using these forecasts youll create daily & weekly schedules for a team of 30+ growing CX Specialists. Youll monitor all inbounds across each of Caspers inbound channels & collaborate with CX leadership to provide staffing recommendations aimed at meeting or exceeding our service level expectations. In addition to forecasting, scheduling, & monitoring performance towards service level agreements, youll also have the opportunity to consolidate trends & opportunities for key stakeholders like CX, Tech & Operations aimed at making sure we are working smarter & not harder. CX Ops is a constantly evolving team so you should be comfortable working with uncertainty & you should be someone who thrives when given the opportunity to create entire processes from scratch!

What You'll be Doing:

  • Use workforce management forecasting to develop projected inbound volumes in order to optimally allocate CX resources
  • Ensure Customer Experience is appropriately staffed to meet service level expectations & create & publish the team schedule in an acceptable time frame
  • Report on previous weeks inbound volume against forecasted volume while also identifying potential risks to team performance based on staffing needs
  • Perform continual analysis of current performance & adjust staffing plans & schedules to achieve the CX team & business goals
  • Review multi-team staffing plans & communicate breaks, events, & technical requirements to continuously collaborate effectively
  • Administer & leverage WFM platform to maintain a holistic view of staffing both internally & externally
  • Use service level reporting to associate schedule adherence & productivity to inform process improvement recommendations & other actionable insights aimed to elevate both the customer & associate experience
  • Manage non-productive time request process, ensuring activities are planned without impacting SLAs
  • Advise on schedule change requests to the CX Support & Sales Managers
  • Partner with various teams to maintain budget headcount accuracy & improve forecast capabilities

What You Bring to the Table:

  • BA/BS, with strong academic record- Plus if degree is in economics, math, computer science, business, or another analytical field
  • Highly analytical with strong problem solving skills
  • Solutions oriented with the ability to interpret data, recommend solutions, & develop & implement a plan with follow-through
  • High attention to detail with strong data organization & database management skills
  • Excellent written, verbal, & interpersonal skills
  • Experience analyzing, interpreting, & summarizing data
  • Proficiency in MS Excel, G-Suite,MS Office products & ideally a data visualization tool & Salesforce
  • Ability to think strategically & tactically within a dynamic, fast-paced organization
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