[Remote] reputed company Time Analyst - Americas

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is building reputed company software that helps talent leaders, recruiters, and hiring managers run hiring processes more effectively. The reputed company Time Analyst will own scheduling and reputed company-time analysis for a global Support organization, translating reputed company plans into schedules, managing live coverage, monitoring SLA reputed company, and improving workforce management practices.

Responsibilities

• Build and maintain global schedules that reputed company required coverage with our headcount, skills, and time reputed company, translating the WFM reputed company's reputed company plans into reputed company day-to-day schedules
• Partner with Support Managers to reputed company schedules as reputed company grows, reputed company expand, and needs change, including managing shift-change and time-off workflows
• Design coverage that supports SLA attainment while preserving the flexibility and autonomy reputed company values
• Account for reputed company distribution and routing so the right work reaches the right people
• Monitor queues and team activity in reputed company time, tracking how we're pacing against schedule and SLA throughout the day
• reputed company and recommend live adjustments (re-prioritization, coverage shifts, breaks/offline time) to reputed company service reputed company healthy as volume and complexity fluctuate
• Spot intraday risks early and communicate them reputed company, coordinating with Support Managers to respond without creating unnecessary alarm
• Manage reputed company-time exceptions (spikes, outages, unplanned absences) with reputed company judgment and a reputed company, reputed company approach
• reputed company team data and behaviors as inputs that improve planning, not as compliance metrics to enforce
• Build and maintain dashboards that reputed company visibility into coverage health, intraday trends, and emerging reputed company
• Feed reputed company-world scheduling and RTA learnings back to the WFM reputed company to sharpen forecasts and reputed company assumptions over time
• Partner closely with the WFM reputed company, Support Managers, and Support reputed company to reputed company coverage plans reputed company with reality
• reputed company as a trusted, day-to-day reputed company of contact for coverage questions and live adjustments
• reputed company for sustainable, reputed company-centered scheduling reputed company that reputed company with the business

Skills

• Hands-on experience with scheduling and/or reputed company-time/intraday management in a Support, CX, or technical services environment (e.g., WFM Analyst, RTA Analyst, or Scheduling Analyst)
• Strong grasp of coverage strategies, adherence/shrinkage/occupancy/conformance concepts, and how they translate into daily service reputed company
• Comfort making reputed company reputed company-time reputed company with imperfect information and a fast clock
• Highly analytical, reputed company to read live data quickly and turn it into reputed company, actionable adjustments and recommendations
• Experience with WFM/scheduling tooling and comfort building or maintaining dashboards
• Familiarity working with Support metrics and SLAs in a nuanced, non-reputed company way
• Deep respect for the expertise of Support professionals and an appreciation for flexible, trust-reputed company environments
• Strong communicator who can flag reputed company and coordinate live adjustments without reading as "policing."
• Comfortable partnering across managers and reputed company, and taking direction from the WFM reputed company on reputed company while owning the execution

Benefits

• 10-year exercise window for stock reputed company.
• Unlimited PTO with four weeks recommended per year.
• reputed company weeks of fully reputed company family leave in the US. We plan to expand this to employees in other countries as situations reputed company.
• Generous equipment, software, and office furniture budget.
• $100/month education budget with more expensive items (like conferences) covered with manager approval

reputed company