Intraday Workforce Analyst

About the role

Support all of Human Interest's Customer Success teams by managing and optimizing real-time staffing, service levels, and operational efficiency.

Responsibilities

• Create daily, weekly, and monthly forecasts of expected workload volumes.
• Review and communicate overtime needs and staffing risks to leadership based on incoming volumes.
• Complete Customer Support weekly schedules including daily coverage for customer demand, as well as training and upskilling coverage, team huddles, etc.
• Support schedule adjustment requests from associates throughout the day and communicate adjustment trends with leadership.
• Complete trend analysis on volumes and propose actionable recommendations based on data to address operational needs.
• Ensure all Customer Success teams and queues are appropriately staffed throughout the day, adjusting for sudden shifts in workload or changes in priorities.
• Maintain dashboards and reports for leadership, providing real-time insights into team performance, process bottlenecks, and operational metrics.
• Drive Customer Success SLA attainment to meet company objectives.
• Organize and execute shift bidding.

Requirements

• 1-3 years of experience in a workforce management role.
• Exceptional accuracy and attention to detail.
• Advanced data skills.
• Excellent analytical skills.
• Exceptional research skills.
• Clear and concise communication.
• Understanding of forecasting and capacity planning concepts.
• Ability to thrive in a fast-paced and metrics-driven environment.
• Experience using workforce management software.
• Relationship building acumen.

Qualifications

• Nice to have: Experience with Salesforce, Experience with SQL, Comfort with statistical concepts like Erlang C, Shrinkage, and Occupancy, Experience with Finance/Retirement, Basic project coordination or change management exposure.

Skills

• Workforce Management Software
• Data Analysis
• Forecasting
• Customer Service
• Team Coordination
• Communication
• Project Management

Benefits

A great 401(k) plan: Our own! Top-of-the-line health plans, as well as dental and vision insurance. Competitive time off and parental leave. Addition Wealth: Unlimited access to digital tools, financial professionals, and a knowledge center to help you understand your equity and support your financial wellness. Lyra: Enhanced Mental Health Support for Employees and dependents. Carrot: Fertility healthcare and family forming benefits. Candidly: Student loan resource to help you and your family plan, borrow, and repay student debt. Monthly work-from-home stipend; quarterly lifestyle stipend. Engaging team-building experiences, ranging from virtual social events to team offsites, promoting collaboration and camaraderie.

Pay

$70,000 - $85,000

Schedule

At Human Interest, base salary is one component of the overall total rewards package. Depending on the position, additional compensation components such as bonuses, commissions, and equity may be offered. All of our employees are offered a robust suite of physical, financial, and mental wellness benefits.