Compensation Overview

Overview

About the Role

At Instacart, we are on the lookout for a detail-oriented and strategically minded Customer Experience Senior Workforce Scheduling Analyst to drive the operational efficiency and cost-effectiveness of our services. You will take on the essential tasks of analyzing workforce metrics, forecasting labor demands, developing effective staffing schedules, and managing payroll processes. Your analytical and strategic contributions will significantly impact the quality of service we provide to our customers.

About the Team

As a key member of our Workforce Operations Team, you will help shape processes and directly contribute to the strategic success within our Customer Experience Organization. This vibrant and dedicated team of workforce professionals plays a crucial role in optimizing operational efficiencies across our global network, ensuring our ability to serve generously and grow collaboratively.

About the Job 

In this pivotal role, your responsibilities will include:

• Contact Center Scheduling - Utilize workforce management software to create flexible and efficient staffing models and align workforce schedules with operational demands to maximize efficiency and meet service level agreements.
• Collaborating Cross-functionally - Work closely with HR, Learning & Development, and other Customer Experience teams to synchronize staffing strategies with broader organizational goals.
• Application Maintenance and Troubleshooting - Manage and optimize the functionality of workforce management and ACD systems.
• Payroll Processing - Manage full cycle payroll processing for non-exempt employees including attendance and occurrence tracking, time off requests, and timecard approvals.This role requires the ability to work on-call and weekend shifts as needed.
• Serving as a Point of Contact - Address employee scheduling inquiries and issues quickly, fostering an inclusive and supportive workplace.
• Other - Duties, responsibilities, and daily activities may change over time as the needs of the organization evolve.

About You

Minimum Qualifications

• Educational Background: Bachelor’s degree in Business Administration, Human Resources, Finance, Statistics, or equivalent work experience.
• Relevant Experience: Solid track record as a Workforce Management Analyst or similar role, including payroll processing.
• Technical Proficiency: Expertise in workforce management software (e.g., Verint, NICE, Genesys) and proficiency in Google Office Suite, Slack, Atlassian, etc.
• Analytical and Problem-Solving Skills: Exceptional ability to analyze data, solve problems, and adapt to changing priorities.
• Communication Skills: Strong capability to communicate effectively across various levels of the organization.

Preferred Qualifications

• Advanced Data Analysis: Experience with data analysis tools and forecasting methods.
• SQL Knowledge: Proficiency in SQL for sophisticated database management and data analysis.
• CRM Integration: Experience with CRM solutions such as Salesforce or Zendesk to incorporate customer service data into workforce planning.