senior workforce Management analystPartnerHero

About The Role
Do you have the drive and determination to optimize staffing and service delivery in operations? We're looking for a Senior Workforce Management Analyst to help us build sustainable and scalable staffing models to support our growth in the Customer Service industry. If you have great experience in managing multiple and complex schedules across multiple time zones, you know your way around data and can make improvements from it, and you're always asking yourself "What If?" when working on new projects- then you might be the one who can help us drive the business forward!
Come grow your career with us.
You'll Be...
Developing and leading the Customer Experience team in staffing and service delivery optimization
Working closely with Support Managers and Supervisors in developing the best staffing and scheduling processes to meet our Support teams' goals, identify capacity needs, and help project hiring needs as we scale
Overseeing staff scheduling requests, capacity planning, intraday scheduling, holiday staffing, onboarding training, and new support channel initiatives to maintain a balance in volume demand
Building and managing Workforce planning models to support the ever-evolving and growing needs of our Support teams
Creating formats for internal and client-facing reports to measure programs according to KPIs and building data dashboards and automated reports in a variety of systems
Finding key trends and insights in the KPIs, suggesting areas of improvement, and maintaining best practices in measuring data/organizing data sources while fulfilling various ad hoc reporting needs
What You Bring to the Table
Native to near-native (C2) English - spoken, written and comprehension with the ability to reduce informational complexity to clear/concise steps and can generate buy-in through influential storytelling
2-3+ years experience in workforce management - ideally within customer support and contact center environment
Sufficient knowledge and experience in working with customer support productivity metrics (AHT, FCR, ART, etc) and contact center metrics (Shrinkage, Adherence, Occupancy, etc)
Solid use of the following systems:
Google Sheets, Microsoft Excel, and/or Workforce planning tools
3rd party data warehousing tools (like Metabase and/or Looker)
Data visualization platforms (like Google Data Insights, Tableau, Chartio, Datazen, Data studio, Power BI and/or Plotly)
CX / CRM platforms (like Zendesk, Salesforce, Help Scout, and/or Freshdesk)
Bonus! Experience in SaAS platforms is great to have but not required
Continuous improvement attitude; ability to suggest and implement best practices or process enhancements that support the team achieving business objectives
Excellent relationship building skills with the ability to communicate and collaborate across all organizational levels
Flexibility to work in an ever-changing and growing environment
Internal applicants must have a proven track record of excellent attendance with minimal unexcused absences or tardies in their current and prior roles with PartnerHero and not have any corrective or disciplinary actions within the past 60-days at PartnerHero
What We Provide
Location: Metro Manila (WFH until further notice)
Competitive salary compensation based on experience (in USD)
Attractive benefits package such as medical, dental and vision
Access to free posture-based fitness workouts from home
Training opportunities provided by PartnerHero and outside entities
Ability to own your career and determine your next move at PartnerHero
Equipment needed to be successful in your role
Why PartnerHero?
PartnerHero is a mission-driven company with a passion for helping good businesses succeed. We build teams that help companies scale in every facet of their business-from customer support to Software QA, content moderation, design, engineering, and more. We work with over 75+ tech-forward companies including Etsy, Udemy, Good Eggs, Grindr, and Bentobox. PartnerHero not only offers fair compensation and benefits, but a culture that values inclusion, belonging, and opportunities for professional growth.
How We're Different
Historically, the outsourcing industry has valued profit over people and compensated for high turnover by underpaying employees. We want to change that. PartnerHero not only offers fair compensation and benefits, but values inclusion, belonging and opportunity.
Read more about our Core Values and story .
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PartnerHero

Metro Manila
Permanent
Full-time