Intraday Workforce Analyst

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.

What you get to do every day

• 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.

What you bring to the role

• 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