Workforce Management Analyst

2 tygodni temu

Kraków, Lesser Poland Relativity Inc Pełny etat

Here at Relativity we prioritize flexibility and work-life harmony. Our Hybrid work environment provides options tailored to your role and location, aiming to enhance engagement, connectivity, and productivity.

Join us to experience a culture of collaboration and innovation, where connecting in-person adds value to our collective growth. Let's work together

The Workforce Management Analyst is responsible for interpreting forecasting plans to determine staffing needs and capacity requirements for meeting anticipated volume and achieving service level objectives. You will report to the Manager, Customer Operations as part of the Service Delivery Operations organization. Responsibilities include real-time monitoring of inbound communication channels, assessing team performance against service level goals, and making timely resource adjustments. Collaboration with Global Support leadership will be essential for optimizing workforce efficiency. Additional duties may include supporting workforce management and telephony software, generating standardized reports, and providing data analysis contribute to Relativity's Global Support strategy. Adherence to reporting best practices and flexibility to perform other duties as assigned are key aspects of this role.

Job Responsibilities
  • Interpret forecasting plans to provide capacity planning and interval staffing requirements to meet forecasted volume and achieve expected service level goals
  • Perform real time monitoring of inbound phone and email channels to ensure the team is adequately staffed and adhering to expected activities to meet customer demand
  • Assess real-time the teams' performance toward service level goals and make quick decisions on resource adjustments as needed to ensure those goals are achieved daily, weekly, and monthly
  • Partner with global WFM peers on data-driven opportunities for further workforce optimization
  • Support the WFM and telephony software, as well as other key programs owned by the department as needed
  • Create standardized reports on a daily, weekly, and monthly basis
  • Report on departmental and team goals, maintain dashboards, and provide data analysis to your leader to make strong recommendations that meaningfully contribute to Relativity's Global Support strategy.
  • Adhere to best practices in reporting and data quality that allow the Global Support team to accurately report on key activities.
  • Other duties as assigned, per the needs of the business.
Minimum Qualifications
  • Exceptional skills in Microsoft Office with an emphasis on Excel
  • 2+ years in Workforce Management or comparable role
  • Familiarity with statistical analysis / data mining techniques and software
  • Ability to analyze and document complex business processes
Preferred Qualifications
  • Experience with a SaaS or subscription-based software company
  • Intermediate knowledge of telephony software, preferably Collabrio
  • Intermediate knowledge of a CRM tool, preferably
  • 1+ years experience building or enhancing dashboards within data visualization tools (eg. Tableau, PowerBI, Qlik)
  • Familiarity with SQL and relational databases
Compensation
  • Compensation Relativity is committed to competitive, fair and equitable compensation practices
  • This position is eligible for total compensation which includes a competitive base salary, annual performance bonus target of 10%, and long-term incentives. The expected salary range for this role is between and PLN gross/year (Employment Contract). The final offered salary will be based on several factors, including but not limited to the candidate's depth of experience, skill set, qualifications, and internal pay equity. Hiring at the top end of the range would not be typical, to allow for future meaningful salary growth in this position.
88,000 zł - 132,000 zł a year

Relativity is a diverse workplace with different skills and life experiences—and we love and celebrate those differences. We believe that employees are happiest when they're empowered to be their full, authentic selves, regardless how you identify.

Benefit Highlights:

Comprehensive health, dental, and vision plans

Parental leave for primary and secondary caregivers

Flexible work arrangements

Two, week-long company breaks per year

Unlimited time off

Long-term incentive program

Training investment program

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.


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