About SimpliSafe

We’re a high-tech home security company that’s passionate about protecting the life you’ve built. So, we’ve created a culture here that cares just as deeply about the career you’re building. Ours is a no-ego culture of collaboration and innovation where those seeking their next challenge can find big opportunities, and make a huge impact on the lives of all those that we protect. We don’t just want you to work here. We want you to grow and thrive here.

Why are we hiring?

Well, we’re growing and thriving. So, we need smart, talented, and humble people who share our values to join us as we relentlessly pursue our goal of ensuring everyone feels safe in their own home.

Job Description

WFM Analyst 1 are responsible for the daily performance of the contact center as measured against forecast and expected key performance metrics. In this role, you’ll be creating and influencing staffing recommendations for the SimpliSafe Monitoring Center, and Digital and Voice contact centers to ensure both service level and key performance indicators are achieved on a daily & interval level basis. Other responsibilities will include operational, procedural, and data analysis requests to achieve service-level objectives, improve efficiencies, and deliver exceptional customer experiences. 

This role provides in-the-moment data to our primary customers, the Operations team. WFM Analysts are at the forefront of contact center activity and provide insights to improve/streamline processes using data as the basis for change.

What You’ll Do:

• Use NICE IEX Workforce Management to generate staff requirements, identify and close staffing risks with internal and partner contact center staff 
• Analyze intraday call arrival, handle times, and off-phone time patterns to identify future risks, then recommend and influence mitigation actions
• Create schedules that address anticipated demand needs to achieve service levels while delivering agent flexibility 
• Preschedule off-phone time to support business, management, and agent needs
• Collaborate and facilitate cross-functional meetings with internal operations and outsource partners to 
• Raise issues regarding Staffing, Call Volume/Abandonment, and Agent Productivity/Performance
• Understand recent performance and address upcoming needs
• Create tools and insightful reports to identify outliers across multiple metrics
• Evaluate performance across sites and facilitate best practices
• Reduce friction by educating frontline leaders on how to best leverage NICE IEX tool 
• Intra-team collaboration with WFM leadership to 
• Develop new scalable processes, policies, and tools
• Share best practices and grow together
• Assess and document rules for inputs into scheduling software, including shrinkage and PTO allotments

What You’ll Bring:

The following are required for this position;

• 2+ year experience with a WFM Platform such as Avaya, Genesys, Aspect, NICE, or similar
• Proficiency with Microsoft Office (Excel, Word, PowerPoint) or Google Suite (SimpliSafe is a GSuite company)
• Strong analytical skills, super-curious to dive into trends individually and collaboratively
• Ability to innovate in a highly ambiguous environment
• Work collaboratively within a team and across departments, and maintain a positive attitude
• Strong interpersonal skills, presentation/facilitation skills, and ability to work productively and independently with all levels of SimpliSafe leadership. 
• Demonstrate effective verbal and written communication skills
• This will be an evening shift 1:30 PM to 10:00 PM Mon - Fri
• Onsite requirement - 10% - 20% 

Preference will be given to candidates who have the following:

• Proven workforce management experience and strong knowledge of call center operations 
• Proven experience working in a monitoring center 
• Strong Excel skills, and solid working knowledge of Tableau, Python, or R
• Self-starters who are driven to solve problems to create what’s possible 

Must be eligible for certification as an electronic security employee, which requires submitting your fingerprints to the Virginia Department of Criminal Justice Services (DCJS) for use in conducting a national criminal records search and a Virginia criminal history search and final certification approval from DCJS.

What Values You’ll Share:

• Customer Obsessed - Building deep empathy for customers and developing strong, long-term relationships with them.
• Aim High - Always challenging oneself and others to raise the bar.
• No Ego - “no job too small” attitude, and open, inclusive and humble style.
• One Team - highly collaborative approach to achieving success.
• Lift As We Climb - A track record of investing in developing others and helping others succeed.
• Lean & Nimble - working with agility and efficiency to experiment in an often-ambiguous environment.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.  Likewise, we are committed to full support of qualified individuals in hiring and employment. In keeping with this commitment, we will work with qualified individuals with disabilities to assess whether a reasonable accommodation may be provided to perform the essential functions of their role, absent undue hardship. If a reasonable accommodation may be needed to fully participate in the job application or interview process, to perform the essential functions of a position, or to receive other benefits and privileges of employment, please contact [email protected].