Related skills
forecasting data analytics zendesk scheduling sigma📋 Description
- Forecast staffing needs based on contact volume
- Assist with CX scheduling and time-off requests
- Generate reports on productivity and performance
- Work with BPOs and oversee their schedules
- Lead capacity planning and cascade schedules to front-line CX Agents
- Lead cross-functional partnerships with Product and Engineering for capacity before launches
🎯 Requirements
- At least 7+ years of experience in Workforce Management within a Customer Experience organization
- Experience in a fast-paced environment, preferably a startup
- Proven experience working within Zendesk and Sigma
- Exceptional written and verbal communication skills
- Sound business judgment, using data to drive strategy and action
- Ability to move fast with little structure and guidance
🎁 Benefits
- Generous holiday and time off policy
- Health, dental, and vision insurance options
- Work from home support and home office setup allowance
- Monthly cell phone and internet stipend
- Wellness and childcare benefits
- Parental leave: 16 weeks paid with gradual return
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