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Associate – Workforce Planning
Confirmed live in the last 24 hours
Tempe, AZ, USA
Experience Level
  • Build support ramps and schedules at a weekly, and interval level for a large, 24/7/365 organization
  • Build and improve reports on agent staff utilization and schedule optimization, both globally and by line of business
  • Schedule shifts for support, and allocate PTO allowances by line of business
  • Analysis on historical data to provide insights that improve support operations
  • Guide Short-Term staffing adjustments to address current staffing gaps
  • Build shift-bids and schedules for pilots, internal support teams, and for business operations
  • Work with our operations team to track how our staffing is being implemented and optimized. Make decisions on future possible issues and corrected improvements
  • Partner with Real Time Analysts for demand insight and outage reporting
  • BA/BS degree or equivalent practical experience
  • Minimum of 2 years of workforce planning or other relevant experience
  • Scheduling experience across multiple inbound channels (Chat, Phone, Web, Social)
  • Experience with Workforce Management software, Verint. (e.g., NICE, Verint, Aspect)
  • Fluent in Excel formulas and Erlang calculations
  • Experience with outsourced customer support vendors
  • Experience with Salesforce
  • Collect and analyze information to ensure data-driven results - you love getting into the weeds
  • Enjoy attacking complex problems and building something that hasn't existed before
  • Are efficient and orderly in accomplishing a task through concern for all the areas involved, no matter how small; have outstanding direct and clear written and verbal discussions
  • Display the ability to keep all parties involved updated and you can implement and finish the task at hand
  • Enjoy a comfortable team-oriented environment where things are always happening at a rapid pace and you can prioritize and organize tasks simultaneously
  • Manage outcomes and be empowered to make the decisions to lead to those outcomes
  • Be focused on quality, output-motivated, an extreme achiever who is progressive, and always pushing yourself to do better

5,001-10,000 employees

Local food delivery from restaurants
Company Overview
DoorDash is working to empower local communities and in turn, creating new ways for people to earn, work, and thrive. The company operates the largest food delivery platform in the United States.
  • Health & Wellness - Premium medical, dental, and vision insurance plans, including fertility coverage. Monthly gym and wellness reimbursement.
  • Compensation - Competitive salary with bi-annual performance reviews. Meaningful equity opportunities - with quarterly vesting.
  • Time When You Need It - Flexible vacation days for salaried employees. Generous vacation and sick days for hourly team members. Paid Parental Leave to support our DoorDash families.
  • Flexible Work Support - At-home office equipment and monthly WiFi support while working from home. Enjoy your favorite lunch on us while working in one of our offices.
Company Core Values
  • We are one team
  • Make room at the table. We’re committed to growing and empowering a more diverse and inclusive community. We believe that true innovation happens when everyone has the tools, resources and opportunity to thrive.
  • Think outside the room. We strive to be as inclusive as possible and consider those who may not be in the room when making decisions.
  • One team, one fight. We’re in this together, and both success and failure are shared. We are intentional about creating a high-accountability, no-blame culture.