Senior Workforce Analyst

1 Month ago • 3 Years +

Job Summary

Job Description

As a Senior Workforce Analyst at Motive, you will be responsible for managing customer engagement within the Post Sales Organization. This role involves utilizing strong analytical and problem-solving skills in a fast-paced environment. Key responsibilities include providing remote support to operational staff, ensuring smooth delivery of SLAs and KPIs through efficient workforce management, preparing operational reports, developing and aligning customer/internal SLAs and KPIs, creating interactive dashboards and reports using BI tools, forecasting volume and scheduling staff, coordinating with Post Sales leadership, managing staff attendance and traffic controlling, and monitoring real-time customer contact volumes. The role requires proactive issue identification and resolution to maintain business KPIs. This role requires great communication and stakeholder management skills.

Must have:

3+ years of workforce management experience
Ability to manage reporting and stakeholder visibility into WFM key Metrics (KPIs)
Working knowledge of process management and documentation
Experience with a Workforce Optimization platform (WFO - NICE, Genesys, Calaberio, Verint, Playvox)

Good to have:

Experience in Contact Center domains such as Customer Support, Customer Success & Professional Services

5 skills required

5 skills required for this role

Add these skills to join the top 1% applicants for this job

team-management

communication

forecasting-budgeting

data-structures

tableau

Job Details

Who we are:

Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. For the first time ever, safety, operations and finance teams can manage their drivers, vehicles, equipment, and fleet related spend in a single system. Combined with industry leading AI, the Motive platform gives you complete visibility and control, and significantly reduces manual workloads by automating and simplifying tasks.

Motive serves more than 120,000 customers – from Fortune 500 enterprises to small businesses – across a wide range of industries, including transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector.

Visit gomotive.com to learn more.

About the Role:

As a Senior Workforce Analyst, you will work within the Post Sales Organization & teams across the business to manage Motive’s customer engagement. Additionally, you will use your strong analytical and problem-solving skills while thriving in a challenging and fast-paced environment.

What You’ll Do:

You will be Responsible for providing support to operational staff remotely and ensuring smooth delivery of Quantitative SLAs/KPIs through efficient workforce management.
Prepare all operational reports, which include Client/Internal SLA reports, Daily & Real-Time adherence reports, as well as manage Crisis/Outages, restricting operations.
Develop and align customer/internal facing SLA’s and KPIs with Delivery Leadership.
Create interactive dashboards & reports using BI tools such as Tableau on historical data for data-driven decision making to maintain business KPIs.
Volume forecasting and staff scheduling according to the forecast.
Coordinate with Post Sales leadership to ensure a proper plan is created and executed to meet service level requirements.
Manage staff attendance and traffic controlling (breaks and queue setting), simultaneously..
Monitor real-time customer contact volumes and escalate any abnormalities or adherence issues along with suitable solutions.
Review real-time staff levels and adjust active schedules as needed.

What We’re Looking For:

Minimum of 3 years of working experience in workforce management
Must have the ability to manage reporting & stakeholder visibility into WFM key Metrics (KPIs)
Must have a working knowledge of process management & documentation
Must have worked on a Workforce Optimization platform (WFO - NICE, Genesys, Calaberio, Verint, Playvox)
Experience in Contact Center domains such as Customer Support, Customer Success & Professional Services will be preferred
Strong Stakeholder Management skills.
Excellent written & verbal communication skills.
Strong knowledge of customer care processes and techniques.

Creating a diverse and inclusive workplace is one of Motive's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives.

Please review our Candidate Privacy Notice here .

UK Candidate Privacy Notice here.

The applicant must be authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations. It is Motive's policy to require that employees be authorized to receive access to Motive products and technology.

#LI-Remote