Ready to be a Titan?We are looking for an exceptional Workforce Management (WFM) Analyst who is passionate about their work, understands how to manage multiple channels across a network of support centers, and who has the ability and drive to contribute fresh and innovative ideas to the Technical Support Organization. The ideal candidate will possess experience in typical workforce management disciplines with a focus on maximizing support center efficiency and performance through effective scheduling of resources and offline activity.What You'll Do:Develop monthly, weekly, daily and interval level forecasting of inbound/outbound contact volumes, handle times and staffing requirements based on historical contact trends and business growth objectives and maintain a record of the accuracy at all levelsCreate weekly interval view of staffing requirements against actual staffing to Identify any potential service level risk and seek for possible resolutionOversee and maintain the workforce management platforms utilized for forecasting and schedulingCoordinate with multiple site locations to balance contact volumes and staffing needs in real time to ensure service levels are maintainedMaintain events calendar, tactical staffing plan and outage system and ensures that impacts to the business are captured, analyzed and recommendations on staffing are delivered in a timely mannerProvide clear and effective communication of the forecasted workload, changes, assumptions, and inputs to leadership teamsUnderstand, formulate, incorporate and plan workload based upon key drivers of volume analysis, and dataLead in the effort of building staffing strategies that support multi-site, multi-skilled support centersIdentify and recommend process improvement opportunities to improve productivity, performance and customer satisfactionWhat You'll Bring:Bachelor's degree or 2+ years of experience in contact/support centersWillingness to learn multiple softwares to support this roleAdvanced skills using Microsoft Excel in a business environmentAbility to prioritize and meet tight deadlines, able to multitaskStrong communications skills, attention to details, proactive self-starterAnalytical and solid communications skills are essential to be successful in this roleAnalytical with attention to detailAbility to maintain composure in critical situations and communicate clearly with both internal and external stakeholdersDemonstrates high degree of ability to analyze data, using the data to drive decision making and implement effective resolutionsProven ability to build relationships quicklyKnowledge of any Project Management methodologies or Six-Sigma / Lean would be a plusWorking Hours: 4pm to 1am AMTBe Human With Us:Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we’re solving. We’re in this together. Come be human, with us. What We Offer:When you join our team, you’re not just accepting a job. You’re making a career move. Here’s how we’ll support you in doing some of the most impactful work of your career:Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and more.Holistic health and wellness benefits: Company-paid medical, dental, and vision (available to employees and their dependents day 1), parent and siblings’ insurance, pet insurance, wellness benefit, office massage, etc.Support for Titans at all stages of life: Parental leave and support, on demand maternity support through Maven Maternity, financial planning tools, Employee Assistance Program services, and moreAt ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.
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