Workforce Analyst

Workforce Analyst at Smartsheet United Kingdom (Remote) Smartsheet is seeking change agents to join our Support Operations - Workforce Management (WFM) Team as Workforce Analyst. You have a basic understanding of the Workforce Management function, experience in real-time monitoring and schedule adjustments  to ensure Service Level targets are met. This important role will be part of a team of real-time analysts who provide support to operations 24x7. In 2005, Smartsheet was founded on the idea that teams and millions of people worldwide deserve a better way to achieve their very best work. Today, we provide a cloud-based platform for work execution, empowering organizations to plan, capture, track, automate, and report on work at scale, resulting in more efficient processes and better results. You will report to the Manager of Workforce Management based out of the US (Bellevue) You Will:  Help achieve operational service level targets on a monthly, weekly, daily, and intraday level through active monitoring of real-time contact center performance. Monitor contact center agents' availability, and attendance.  Liaise with team managers to ensure agents are adhering to schedules. Communicate performance trends and areas of concern to management and help implement corrective action plans as needed. Engage with contact centers/vendors to understand the reason for performance impacts. Take action to mitigate impacts on performance per documented process. Monitor intraday scheduling forecast compared to actual volumes and make necessary adjustments throughout the day as required. Proactive communication and follow-up with Operations teams to execute all planned and real-time activities. Perform daily tasks including but not limited to triaging of cases, agent skill/queue assignments, and plotting schedule and  exception requests. Collaborate with the WFM team members to mitigate performance impacts and improve processes. Other WFM-related duties as assigned. You Have:   2 years of experience in WFM real-time monitoring and scheduling using a workforce management application i.e. Verint, Aspect, IEX. Proficient verbal and written communication and comprehension skills in English. Customer service experience as it relates to call center and/or support environment or call center command center experience. Understanding of the impact of staffing shortages to contact centers' ability to provide service to customers. Ability to respond to changing environments and grow technically. Ability to initiate and execute (creative) problem-solving techniques in systems, procedures, reports, or analysis Ability and willingness to accept ownership of problems/concerns and see them through to resolution. Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds either in person or remotely. Flexible working hours to cover all times for support if needed in a 24x7 environment.  Main working hours will fall during key business hours but flexibility in schedule may be needed for coverage support. Perks & Benefits: Employer-paid Private Medical and Dental, additional cost for family members Lucrative Employee Stock Purchase Program (15% discount) Monthly contributions toward your pension Monthly stipend to support your work and productivity 25 days paid for Holiday + Bank Holidays + Flexible Time Away Program 20 weeks fully paid Maternity Leave 12 weeks fully paid Paternity/Adoption Leave Personal paid Volunteer Day to support our community Opportunities for professional growth and development including access to LinkedIn Learning online courses Company Funded Perks including a counseling membership, salary sacrifice options and your own personal Smartsheet account. Teleworking options from any registered location in the UK (role specific) Equal Opportunity Employer: Smartsheet is an Equal Opportunity Employer committed to fostering an inclusive environment with the best employees. We provide employment opportunities without regard to any legally protected status in accordance with applicable laws in the US, UK, Australia, Costa Rica, and Germany. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know. At Smartsheet, we strive to build an inclusive environment that encourages, supports, and celebrates the diverse voices of our team members who also represent the diverse needs of our customers. We’re looking for people who are driven, authentic, supportive, effective, and honest. You’re encouraged to apply even if your experience doesn’t precisely match our job description—if your career path has been nontraditional, that will set you apart. At Smartsheet, we welcome diverse perspectives and people who aren’t afraid to be innovative—join us! #BI-Remote #LI-Remote