Workforce Analyst - AppFolio, Inc
San Diego, CA
About the Job
Hi, We’re AppFolio.
We’re innovators, changemakers, and collaborators. We’re more than just a software company – we’re pioneers in cloud and AI who deliver magical experiences that make our customers’ lives easier. We’re revolutionizing how people do business in the real estate industry, and we want your ideas, enthusiasm, and passion to help us keep innovating.
AppFolio is seeking a detail-oriented and analytical Workforce Management Analyst to join our dynamic Customer Care team.
This role is ideal for someone passionate about analytics, forecasting, and planning to ensure the efficient and effective operation of our customer care team. You will work closely with management to analyze trends, forecast demand, and develop strategies to meet our service level objectives. If you have a knack for numbers and a desire to impact customer satisfaction positively, this position is for you.
Are you ready to embark on a journey where your analytical skills directly contribute to shaping the future of our customer care workforce? Join us!
Your impact:
- Demand Forecasting: Analyze historical data and forecast contact volumes to ensure adequate staffing levels across multiple communication channels (phone, email, chat).
- Schedule Optimization: Develop and manage efficient scheduling to match workforce capacity with forecasted demand, including planning for peak times, holidays, and special events.
- Real-Time Management: Monitor and manage real-time staffing levels to achieve optimal service levels and efficiency. Respond to unexpected changes in volume or staffing by adjusting schedules and coordinating with management.
- Performance Analysis: Utilize workforce management software to track key performance indicators (KPIs), identify areas for improvement, and report on service level achievements and opportunities.
- Stakeholder Collaboration: Work closely with customer care leadership, CX, and other departments to communicate workforce needs, challenges, and strategies.
- Analytical Tools Mastery: Utilize analytical tools such as Tableau, and Excel to generate actionable insights and recommendations on workforce trends.
- Process Design and Documentation: Develop and refine workforce management processes, documenting procedures, guidelines, and best practices to ensure clarity, efficiency, and scalability.
Qualifications:
- BA/BS in Business Administration, Operations Management, Analytics, or a related field or equivalent experience.
- 1-3 years of experience in workforce management, planning, or a related analytical role, preferably within a customer support or call center environment.
- Strong analytical and problem-solving skills, with a strong proficiency in statistical analysis and forecasting methodologies.
- Experience with workforce management software (e.g., NICE, Calabrio, Genesys, Aspect) and proficiency in Excel or similar data analysis tools.
- Excellent communication and interpersonal skills, with the ability to present complex data in a clear and concise manner to stakeholders at all levels.
- Ability to work independently, manage multiple priorities, and adapt to changing demands in a fast-paced environment.
- A proactive, collaborative team player with a positive attitude and a focus on business outcomes.
- Knowledge of SaaS tech industry nuances, particularly in a customer care context.
Compensation & Benefits
The base salary that we reasonably expect to pay for this role is: $72,000 - $99,000
The actual base salary for this role will be determined by a variety of factors, including but not limited to: the candidate’s skills, education, experience, etc.
Please note that base pay is one important aspect of a compelling Total Rewards package. The base pay range indicated here does not include any additional benefits or bonuses/commissions that you may be eligible for based on your role and/or employment type.
Regular full-time employees are eligible for benefits - see here.
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Source : AppFolio, Inc