workforce Management - real time analystCanva

Canva's Commitment and Mission
At Canva, we celebrate diversity. We deeply believe that bringing together diversity of thoughts, perspectives and expression is key to building the best product, team and company. We look for many different skills and abilities, as well as how you can enhance Canva and our culture. So, even if you don't think you quite meet all of the skills listed or tick all the boxes, we'd still love to hear from you!
Our mission at Canva is to empower the world to design and since launching in 2013, we have grown exponentially, amassing over 86 million monthly active users across 190 different countries and a team of over 3,000 people... and the best bit is that we've only achieved 1% of what we know we're capable of.
Join us and design your future.
About the Group
The User Voice Group's Mission is to "Ensure that every Canva user has a magnificent and delightful experience."
With all the product features and improvements we are rolling out at an immense scale, the Customer Happiness Team ensures that if our users encounter issues, we help them promptly and with expert advice, allowing them to go back to designing right away. Our team also provides timely and useful insights into various teams in Canva to enable them to mold the product based on the customers' needs.
About the Specialty
The Global User Voice Enablement team supports this objective by identifying solutions to challenges and increasing efficiency and effectiveness of our operations to empower User Voice in providing a scalable, world-class user experience for the next million users.
Want to join Canva?
We're looking for someone with a passion to take on problems and a focus on making things happen. You need excellent attention to detail, and an ability to put yourself in our users' shoes. We need someone who loves challenges and is adaptable to change. Do you want to work within a diverse, cross-cultural, customer-centered organization? Yes? Send that application our way!
What you'll do
Monitors operational business in real-time; detects possible deviations in demand (volumes, routing, or distribution) or supply (productivity, staffing levels, shrinkage, etc.).
Enables quick decision making to adapt to various situations and incorporate takeaways into capacity planning discussions
Publishes relevant operational reports to advise action planning and strategy
Collaborates with operations leadership as well as vendor partner management to achieve SLA outcomes
Proactively fine-tunes, reassesses and/or redefines processes to bring about improvements in real-time management, possibly including forecasting, scheduling, and staffing cadences
Provides logistical support in running tools and systems that are important for the Customer Happiness Team to operate efficiently
Supports the execution of business contingency plans as found vital to operations
What we're looking for
Proven experience in Workforce Management within customer service or contact center operations
Intermediate level capability in Excel/Google sheets
Passion for all things data, especially to drive decisions and results
Customer-centricity, complemented by a big-picture approach to understand of the wider issues impacting Canva's users.
A drive for communication and partnership; able to confidently give direction, keeping several plates spinning at the same time to ensure goals are met
An outstanding record of meeting and exceeding targets and leading with a bias for action
Grace and patience under fire; able to present in front of large groups, navigate through ambiguity, and demonstrate composure in stressful situations
What will make you stand out
Experience in scheduling and intraday management within Workforce Management
Basic SQL skills; exposure to using SQL
Familiarity with other Workforce Management and Business Intelligence tools
Canva is currently one of Australia's hottest technology startups.
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.
We have two in-house chefs that whip up amazing breakfasts and lunches for the whole team - check out what's cooking at
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 few, but one that's good for everyone. We believe deeply that bringing together the 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.
#LI-hybrid #LI-RR1
Working at Canva
Our culture is unlike anywhere else and we design your #CanvaLife experience to empower you to do the best work of your life.
Whether you're in the office, working from home or choosing your own adventure, our benefits for permanent Canvanauts include:
A temporary work from home setup as we prepare to provide a safe environment for Canvanauts who would like to work in the office. Our Future of Work plan is to move towards a hybrid work model (in-office & from home) You and your team can determine your ideal work setup. Whichever works best for you, #KayaSaCanva.
Unique and flexible leaves options: :Recharge and go on your next getaway or simply take time off for yourself through our Vacation Leave, Give back through our Volunteer Leave to help out a charity or NGO of choiceSupport yourself or take care of your loved ones (even your furbabies) through our Sick or Carer's Leave
Focus on your own growth and development through our Professional Educational Leave
An annual Vibe & Thrive allowances for you to spend on anything that supports your wellbeing. Whether it's a workshop, an electronic stand-up desk, a gym membership, or dinner with a teammate, we encourage you to do what you need to do in order to thrive.
Virtual and in-office wellness and development benefits including Canva University, Employee Assistance Programs, Fitness Classes and more to support your physical, mental, and social wellbeing.
Canva For Good program that matches your not-for-profit donations and a range of sustainability and ethical initiatives to get involved in.
A variety of Canva clubs that you can join to connect you to fellow Canvanauts with similar interests. From cycling, skincare, pets, to foodies (and the list goes on), we got you covered! Club activities can also be done remotely or in person.
We make hiring decisions based on your experience, skills and passion. Please note that interviews are conducted virtually. When you apply, please tell us the pronouns you use and any reasonable adjustments you may need during the interview process.
Canva

Manila City, Metro Manila
Temporary
Full-time