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Responsibilities
- Develop and automate forecasts at various levels for multiple markets and staff groups that will help inform an ever-changing operational model.
- Work with cross-functional partners on a global basis to understand and incorporate product and business initiatives into forecasts and provides subject matter expertise for scaling internal tooling solutions.
- Converts billable hours into productive hour requirements for each vendor by taking content moderation workload arrival pattern data and applying forecasting models.
- Generate standard or custom reports summarizing business, financial, or economic data for review by executives, managers, clients, and other stakeholders.
- Maintain library of model documents, templates, or other reusable knowledge assets.
- Create business intelligence tools or systems, including design of related databases, spreadsheets, or outputs.
- Manage timely flow of business intelligence information to users.
- Analyze competitive market strategies through analysis of related product, market, or share trends.
- Maintain and update business intelligence tools, databases, dashboards, systems, or methods.
- Identify and monitor current and potential customers, using business intelligence tools.
- Disseminate information regarding tools, reports, or metadata enhancements.
- Provide technical support for existing reports, dashboards, or internal workforce management tools.
- Identify and analyze industry or geographic trends with business strategy implications.
- Communicate with customers, competitors, suppliers, professional organizations, or others to stay abreast of industry or business trends.
- Create and review technical design documentation to ensure the accurate development of reporting solutions.
- Analyze technology trends to identify markets for future product development or to improve sales of existing products.
- Conduct or coordinate tests to ensure that intelligence and tooling capabilities are consistent with defined needs.
- Telecommuting from anywhere in the U.S. is permitted.
Minimum Qualifications
- Requires a Bachelor’s degree (or foreign equivalent) in Sociology, Public Policy, Legal, Communication, or related field, and five (5) years of progressive, post- baccalaureate work experience in the job offered or in a workforce planning/management-related occupation
- Requires 2 years of experience in the following:
- Developing and maintaining forecasts, resolving workforce inquiries, and providing operational insights
- Using Automatic Work Delivery to automatically deploy jobs, provide guidance to market operations, and provide insights on queues
- Data analysis and visualization
- Program management
- Workforce Management with a Third Party Vendor
- Forecast development and implementation
- Workforce management and contact center tooling
$194,834/year to $207,020/year + bonus + equity + benefits
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