Workforce Management Analyst

Who we are HopSkipDrive ’s mission is to create opportunity for all through mobility. Our innovative, supplemental school transportation solutions are used by over 400 school districts, charter schools, nonprofits, government agencies, as well as busy families to safely and reliably get kids where they need to go. Student transportation is the largest mass transit system in the U.S. The way kids get to and from school has a direct impact on our kids, families, schools and communities. While school districts spend $28 billion annually on transportation, only 30% of kids get to school on a bus. The current system can no longer meet all the transportation needs of our districts, schools and families — and its shortcomings are causing inequities in educational access that are affecting the welfare of millions of kids each day. HopSkipDrive is taking a different approach to arranging safe, reliable school transportation that meets needs that aren’t being addressed by the current system, helping to fill gaps and supplement the student transportation options available. We create personalized transportation solutions for the one to the many, and everything in between.  We’re a company with heart Our partnerships with school districts, child welfare agencies and nonprofits ensure equitable educational access for the most vulnerable populations, including youth in foster care, children experiencing homelessness and students with disabilities.  We understand that the difference between struggle and success can sometimes be as simple as the ability to show up, which is why we’re on a mission to use innovative technology — coupled with operational expertise and new ways of thinking — to help kids reach their full potential by providing a safe, dependable way to get them where they are going.  We’re an awesome place to work Our company culture has been well-recognized — HopSkipDrive has been named to Fast Company’s Most Innovative Companies list, as well as Best Places to Work lists from Built In LA, Comparably, Inc., and the Los Angeles Business Journal. Comparably also named us a Best Company for Professional Development, as well as to its Best CEO and Best CEOs for Women lists.  We’re growing rapidly Founded by three moms as a solution to their own transportation challenges, we now operate across over 20 major markets and more than a dozen states across the country. We continue to expand at a rapid pace, making the Inc. 5000 list four times, as well as the Deloitte 500 Fast-Growing Technology list. HopSkipDrive has raised $100M in funding to date. Who you are You are looking for a challenging and rewarding experience. You are inspired by our vision and the opportunity to define a new category in an incredibly fast-growing market. You are excited to learn, grow and collaborate so we can achieve our mission of creating opportunity for all through mobility. At HopSkipDrive, we know that challenges require different approaches, unique perspectives and new ways of thinking.  We are building a team of creative problem-solvers from many different backgrounds.You’re a passionate team builder enthusiastic about finding, engaging and scaling a high performing distributed team. You’ll find energy telling HopSkipDrive’s story to diverse candidates across functions and will thoughtfully assess their backgrounds and expertise to match them with the right role on our team Your role: The Workforce Management Analyst will provide much-needed support to team managers by developing and owning the implementation of a robust workforce management engine. They will own staffing forecast models, scheduling, schedule adherence, specialist leaderboards, and more. The right person is willing to get into Google Sheets and build out complex models and resources while evaluating what if any, systems or tools we need to implement to continue to build and empower our internal teams and the community by hitting stated KPIs and SLAs. As this is a new role at HopSkipDrive you need to bring an entrepreneurial mindset and love to take on new challenges. It will report to the VP of Safety & Experience. What you’ll do: Own forecasting and scheduling for our specialist teams using historical data and business activities to develop resource allocation plans based on expected future volumes This individual will collaborate with department leadership to refine plans as needed to achieve goals so teams are prepared in advance of incoming workload to achieve company and client expectations  Manage and oversee all components of the required specialist performance reporting discipline including data analysis, data visualization/presentation and data integration strategies partnering with the data/business insights team as needed. Monitor and analyze call and activity volumes vs. available staff and optimize resource schedules to maintain contact center key performance indicators. Maintain and update schedules for staff to ensure optimal coverage with the right resources, in the right place, at the right time Review and approve agent time off and schedule change requests Research and analyze agent schedule adherence issues/concerns and deliver suggestions for improvement What you'll need: 5 years of previous experience in Workforce Management/Planning or Data Analysis for Customer Support and/or Customer Operations Deep understanding of workforce management, including volume & headcount forecasting, shift plans scheduling, performance monitoring and processes/system optimizing and etc Deep understanding of forecasting models and capacity plans with different omni-channel types (email, chat, phone, SMS, and propriety proactive alerts) Strategic, quantitative, analytical, and operational mindset Knowledge of general business and management principles Ability to demonstrate professional demeanor under various circumstances Motivated, goal oriented and persistent Strong written and verbal communication skills Ability to collaborate and work with team and other departments effectively Ability to influence multiple audiences Advanced proficiency in Tableau or other data visualization software Experience with Kustomer or similar CRM preferred  Bonus: Experience in SaaS, Ed-tech, or Transportation ** This role will be fully remote from a state where we do business  AZ, CA, CO, FL, IL, KS, MD, WI, OK, UT, TN, NC, SC, NV, NM, NJ, NY, OR, TX, VA, WA, MO, MI** What you will get We want you to be an owner in our company and share in executing our vision, so every full-time employee has equity. In addition, we offer competitive market comp, flexible vacation, FSA, medical, dental and vision, 401(k), and an opportunity to work for a uniquely positioned, VC-backed company in a hugely attractive space with significant upside potential. HopSkipDrive is committed to fair and equitable compensation practices.  The salary range for this role is $80,000 to $95,000 year. Final compensation for this role will be determined by several factors such as a candidate’s relevant work experience, skill set and specific work location. The total compensation package for this role also includes equity stock options.   Equal Opportunity Employer HopSkipDrive is proud to be an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected class. HopSkipDrive is also proud to operate as a drug-free workplace.