workforce Management and business operations analystCanva

At Canva, we create tools that empower the world to design. Our mission is to democratize design and empower creativity for anyone and everyone, on every platform! Inspired by a team of talented thinkers, an amazing culture and a remarkable growth trajectory - we're out to change the world, one design at a time.
Since our launch in August 2013, we have grown exponentially, amassing over 60 million active users across 190 different countries who have created more than 2 Billion designs. We are one of the world's fastest-growing technology companies and we have only achieved about 1% of what we are capable of!
About the group and team
User Voice's Mission is to "Ensure that every Canva user has a flawless and delightful experience." With all the product features and improvements we are rolling out at an immense scale, the Customer Happiness team:
1. Ensures that if our users encounter issues, we help them promptly and with expert advice, allowing them to go back to designing right away;
2. Provides timely and actionable insights into various teams in Canva to enable them to mould the product based on the customers' needs.
Responsibilities
Be an engaging and conscientious thought partner and contribute to crafting long-term strategies on different areas in UserVoice through the use of data and analytics.
Collect and analyze historical contact volume and productivity data to capture trends while also identifying and normalizing outliers.
Use data, along with available business intelligence, to forecast interval and daily pattern distributions for contacts volume and productivity.
Define short to long-term staffing projections based on user requirements, historical and future trends.
Provide analysis and recommendations to improve staffing levels, efficiency and user experience.
Maintain and analyze records of actual contact and staffing volumes compared to forecast.
Understand the reasons for forecast variances and recommend changes to enhance forecast accuracy.
Utilize workload forecasts, intra-day performance outlooks, staff forecasts and schedule runs to proactively identify staffing optimization opportunities and take the appropriate action necessary to deliver a comprehensive plan for meeting service performance objectives.
Investigate operational issues as needed and figure out scalable solutions, working cross-functionally with the appropriate teams.
About the candidate
Perform each duty above with our customers and our specialists' happiness as your top priorities.
Every single workday, many different areas of our product improves. New features are introduced at rapid paces. As the primary touchpoint for our users who need our help, you must embrace change as part of your work life.
Not everything is black and white. You must be able to develop self-confidence and equip yourself to be able to navigate through ambiguity. You must also be able to influence others and drive projects to completion through healthy collaboration with your colleagues.
You'll love this role if / Skills experience required
Have a high level of mathematical ability
Have basic to intermediate SQL proficiency, functional knowledge of time series and regression forecasting methods in R is a big plus Demonstrated ability to communicate effectively complex concepts and quantitative insights concisely, with actionable "so-what" with internal and external stakeholders
Have intermediate to advanced functional knowledge of Google Sheets / Excel
Able to execute in a complex environment amidst some ambiguity
Able to prioritize focus of effort and inquiry with an eye to business impact/outcomes
Able to translate strategic concepts to operational implications
Fast-paced / bias towards immediate actions and results
Humility/willingness to question one's own assumptions/desire to constantly improve
Accessible, approachable, and collaborative
Functional knowledge of programming languages such as Python is a plus as the role will eventually involve automating processes
Knowledge in workforce management concepts, capacity planning, forecasting, and scheduling is a big plus
Background in Industrial Engineering is a plus
What you'd love at Canva
Competitive salary, plus equity options
Free meals everyday! We have talented In-house chefs that cook delicious breakfast and lunch for us everyday.
Gym membership allowance
Professional education allowance
Mental health benefit through employee assistance program.
Competitive HMO and Leave benefits
Sponsored social clubs and team events
Countless fun and quirky celebrations
Work in one of the coolest office in Makati! - Your safety is our priority, we are working at home for the whole of 2021 until prior notice.
is currently one of Australia's hottest technology startups and has been the ranked #1 Australian Workplace in Technology by JobAdvisor for the second year in a row.
We mean it when we say we want to create a workplace that you love coming to. Our culture is unlike anywhere else and our offices are designed with workspaces for every mood, to help you do great work. At Canva you can be part of a company that is growing rapidly, building a product that users really love.
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Being a force for good
One of our core values at Canva, "Being a force for good" means we are actively working towards a world that isn't just good for a small fee, but one that's good for everyone. We believe deeply that bringing together a diversity of thoughts, perspectives, and expression is key for building the best product for our equally diverse community. To achieve this, we need to constantly work towards making Canva the best place to work, for everyone.
Canva

Manila City, Metro Manila
Permanent
Full-time