[Hiring] Workforce Management Intraday Analyst @Hootsuite

Role Description

We’re looking for a Workforce Management Intraday Analyst to help us monitor and report on service levels and staffing interval requirements and statistical performance. This role will monitor real-time production activities for Hootsuite’s Customer Support team globally. Working closely with our Workforce Management Analyst, you will support in creating volume forecasts, determine staff requirements, administer production staff user profiles and skill sets. You’ll be working within the Customer Support operations leadership team to ensure that staffing levels are consistent on a day-to-day basis, prepare daily real-time and historical reporting that aligns service deliverable commitments.

• Monitor daily customer traffic across support channels and adjust staffing as needed to maintain smooth coverage during peak volumes and seasonal shifts.
• Monitor production team members' schedule and work states to ensure adherence and identify any non-adherent activities to be addressed.
• Administer workgroup queue assignments based on skill set, language, and defined coverage models.
• Create and maintain production schedules and administer updates based on unplanned/planned shrinkage.
• Prepare and disseminate timely and accurate intraday and historical performance and staffing reports to operations management and internal stakeholders.
• Support in carrying out root-cause analysis to determine and quantify reasons for SLA’s not met and/or forecast variance(s).
• Inform the operational management team so that decisions can be made regarding overtime, vacation, and non-production activities.
• Assist the leadership team in creating proper contingency plans to ensure that staffing remains as constant as possible in the event of an emergency.
• Perform other related duties as assigned.

Qualifications

• Up to 2 years of workforce forecasting and scheduling experience in a contact center environment.
• Bachelor’s degree in a related field.
• Previous experience working with workforce management technologies preferred - Playvox (AgyleTime), NICE WFM, Genesys Cloud CX, Calabrio ONE, Verint WFM.
• Experience using Zendesk, Salesforce Service Cloud, Amazon Connect Customer, Google Suite (Docs, Sheets, Slides), and AI-based platforms.
• Advanced proficiency in spreadsheet software; contact center reporting and metrics preferred.
• Analytical Skills: Experience developing and analyzing various reports to support business cases.
• Open Communication: Clearly conveys thoughts, both written and verbally, listening attentively and asking questions for clarification and understanding.
• Priority Setting: Focuses time/energy on the most important issues/opportunities. Clearly understands how to assess the importance of tasks and decisions.
• Problem Solving: Uses an organized and logical approach to find solutions to complex problems. Looks beyond the obvious to understand the root cause of problems.

Benefits

• Accommodations will be provided as requested by candidates taking part in all aspects of the selection process.

Company Description

• In all we do, our six guiding principles light the way:
• Step Up: Show the world what it looks like to live and work by these guiding principles. #StepUp
• One Team: Make Hootsuite a place where everyone feels safe, welcome, valued, and empowered to do their best work without compromising who they are. #OneTeam #FreeToBeMe
• Customer Obsessed: Focus relentlessly on helping our customers succeed. #CustomerObsessed
• Go Fast, Be Agile: Widen our competitive advantage by committing to speed and simplicity over perfection and complexity. #GoFastBeAgile
• Play to Win: Commit to building an incredible, profitable company for our customers, our employees, and our stakeholders. #PlayToWin #NoExcuses
• Neighbours & Allies: Give back to our communities and be an ally. #SocialForGood #Allies