Intraday Workforce Analyst

Human Interest

2d•$70,000 - $85,000•Remote

About The Position

As an Intraday Workforce Analyst you will support all of our Customer Success teams. You will be responsible for managing and optimizing real-time staffing, service levels and operational efficiency across all of the Customer Success teams. This role ensures that staffing aligns with intraday demand, supports adherence to schedule and makes dynamic adjustments to maintain service level goals. The analyst is a key liaison between workforce planning and customer facing teams, providing actionable insights and real-time escalations to keep performance on track.

Requirements

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

Nice To Haves

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

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, starting tasks the day they are received/created, and not missing SLAs on any task.
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.
Monitor phone, chat and case queue coverage to ensure customer wait times are limited and work is delegated effectively.
Coordinate proactive cross-team contingency support to maximize overall Customer Success staffing.
Ensure shift schedules align with incoming volume by day-part, and propose adjustments to shift times as needed based on customer demand.
Develop and 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.

Benefits

401(k) plan with dollar-for-dollar employer match up to 4% of compensation (immediately vested)
Top-of-the-line health plans, as well as dental and vision insurance
Competitive time off and parental leave
Unlimited access to digital tools, financial professionals, and a knowledge center to help you understand your equity and support your financial wellness
Enhanced Mental Health Support for Employees and dependents (Lyra)
Fertility healthcare and family forming benefits (Carrot)
Student loan resource to help you and your family plan, borrow, and repay student debt (Candidly)
Monthly work-from-home stipend
Quarterly lifestyle stipend
Engaging team-building experiences, ranging from virtual social events to team offsites