Workforce Analyst (Cx) Jobs

Podium exists to help local businesses win. Using Podium, local businesses can simplify the way they communicate with their customers—from collecting payments to facilitating online reviews to launching marketing campaigns, and much more.

Our work and focus on helping local businesses thrive has been recognized across the industry, including Forbes’ Next Billion Dollar Startups, Forbes’ Cloud 100, the Inc. 5000, and Fast Company’s World’s Most Innovative Companies.

We look for people who are curious, creative and are willing to do the work to be a little better every day. We also embody our company values in all that we do, which always starts with being Customer Obsessed, followed by Be a Founder, Zero Drama, and Enjoy the Ride. Does that sound like you?

The Workforce Analyst will be responsible for analyzing and optimizing workforce management processes for our frontline Support and Onboarding teams to ensure optimal staffing levels, schedule adherence and productivity. They will also lead out in improving planning (via forecasting, PTO planning, and scheduling efforts) and aiding the department in implementing efforts to improve overall efficiency. This will include setting business objectives while helping to implement clear and measurable success criteria.

Responsibilities

• Monitor real-time service levels and agent performance (with the help of our WFM tool Playvox) to identify and resolve issues in a timely manager
• Analyze customer contact metrics to identify trends, patterns, and opportunities for improvement
• Develop and maintain accurate workforce forecasts and capacity plans based on historical data, industry trends, and business objectives
• Provide recommendations for process improvements and automation opportunities to increase efficiency and effectiveness
• Collaborate with management to develop staffing plans and schedules that align with business needs and customer demand
• Ensure accurate and timely reporting of metrics to management and other stakeholders

Requirements

• Excellent analytical and problem-solving skills
• Demonstrated ability to collaborate with multiple stakeholders
• Technically proficient with Google Sheets (or MS Excel), including high level of proficiency with formulas
• Project management skills with ability to meet deadlines, prioritize, and work successfully in a fast paced environment
• Experience with automating processes and integrating systems is a plus
• 2+ years of experience in workforce management, operations, or analytics role, preferably in a contact center environment

Benefits

• Additional benefits for fully remote employees
• Life insurance, long and short-term disability coverage
• Open and transparent culture - Checkout this video to see what it’s like to work at Podium
• Excellent medical, dental, and vision benefits
• Bi-annual swag drops with cool Podium gear and apparel
• Onsite HQ (Utah) child care center, subsidized for employees
• Fertility Benefits
• Paid maternity and paternity leave
• 401k Plan
• Generous vacation time, plus three 4-day summer holiday weekends
• A stellar HQ (Utah) gym with local professional coaches and classes offered

Podium is an equal opportunity employer. Podium provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status.