WFM Real - Time Analyst

OUR STORY

Quince was started to challenge the existing idea that nice things should cost a lot. Our mission was simple: create an item of equal or greater quality than the leading luxury brands and sell them at a much lower price. 

OUR VALUES

Customer First. Customer satisfaction is our highest priority.

High Quality. True quality is a combination of premium materials and high production standards that everyone can feel good about.

Essential design. We don’t chase trends, and we don’t sell everything.  We’re expert curators that find the very best and bring it to you at the lowest prices.

Always a better deal. Through innovation and real price transparency we want to offer the best deal to both our customers and our factory partners.  

Environmentally and Socially conscious.  We’re committed to sustainable materials and sustainable production methods. That means a cleaner environment and fair wages for factory workers.

OUR TEAM AND SUCCESS 

Quince is a retail and technology company co-founded by a team that has extensive experience in retail, technology and building early stage companies. You’ll work with a team of world-class talent from Stanford GSB, Google, D.E. Shaw, Stitch Fix, Urban Outfitters, Wayfair, McKinsey, Nike etc.

Ideal Candidate:

Quince is seeking a Workforce Management Real-Time Analyst to join our rapidly growing Customer Support (CS) team. The Workforce Management Real Time Analyst will be part of the Quince Customer Support organization. This position will play a crucial role in leveraging data to drive insights and strategies aimed at improving customer experience, operational efficiency, and reducing costs within a value-based framework. You will collaborate closely with cross-functional teams to ensure reporting is available for business decisions impacting the contact center.

Responsibilities:

• Continuously analyzes business activities in real-time re-forecasting to execute countermeasures to maximize balance of service levels and occupancy.
• Make necessary adjustments in staffing plans and coordinates with operations teams to achieve service level goals and business objectives.
• Deliver bridges, synopsis, insights, and plans of action for forecasting, planning and operational activities intraday and post-mortem to support continuous improvement of Customer Service performance results.
• Oversee and manage real time response to events such as technical outages, application failures, unanticipated closures, and escalates to appropriate internal and external teams when needed.
• Monitor and process real-time adherence, including generation of real-time absenteeism, NCNS, appropriate notification and occurrence reporting
• Collaborates with Operations to identify areas of innovation and continuous improvement opportunities in forecasting, planning and executions of customer service activities.
• Communicates effectively with agents and operations when monitoring/addressing agent behaviors in a consistent and supportive engagement.
• Creates a positive work environment that fosters successful customer service team performance. Display empathy, patience and understanding while providing accurate guidance to agents and teammates.
• Support any assignments as needed.

Requirements: 

• 2+ years call center Workforce Management experience in contact centers or equivalent experience
• Solid understanding and competency of real time management of a contact center including managing agent availability, forecast v. actual for volume, handle time and capacity to deliver balanced business targeted SLAs and Occupancies
• Uses solid understanding of key business indicators such as response time, efficiency and optimization metrics and productivity to make best decision in the moment without additional supervisory review
• Understanding of prescriptive and descriptive analysis, predictive analysis, fundamentals of statistics, forecasting and data architecture
• Confident making decisions in ambiguous situations without specific direction on how to reach a solution based on changing contact center performance conditions.
• Good written and verbal communications to be able to work with all levels of the Customer Service Organization clearly concisely from agent to Senior Leadership.
• Proficient in Microsoft Office Suite, including manipulating data, creating reports, visualizations, and presentations from scratch.
• Flexibility to participate in a schedule required to support a contact center (open schedule availability for 1st, 2nd or 3rd shift).
• 1 year+ Experience with Workforce Management (back-office functionality) platform is recommended (e.g. Kronos, Verint or Gladly)
• Ability to work independently and meet deadlines

Security Advisory: Beware of Frauds

At Quince, we're dedicated to recruiting top talent who share our drive for innovation. To safeguard candidates, Quince emphasizes legitimate recruitment practices. Initial communication is primarily via official Quince email addresses and LinkedIn; beware of deviations. Personal data and sensitive information will not be solicited during the application phase. Interviews are conducted via phone, in person, or through the approved platforms Google Meets or Zoom—never via messaging apps or other calling services. Offers are merit-based, communicated verbally, and followed up in writing. If personal information is requested to initiate the hiring process, rest assured it will be through secure and protected means.