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Workforce Planning Analyst I
Second Shift
Confirmed live in the last 24 hours
Richmond, VA, USA
Experience Level
  • 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%
  • 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
  • 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

501-1,000 employees

Home security company
Company Overview
Simplisafe wants to make home security accessible to everyone
  • Health Insurance - A comprehensive plan provides peace of mind for you and your family.
  • Employee assistance program - Help through the difficult situations that come up at work and at home.
  • Tuition reimbursement - We want you to keep learning, so we’ll cover part of your tuition.
  • 401(k) - Saving for your future in the present.
  • Unlimited vacation - Exempt employees take the time when you need it or want it. We mean it.
  • Life and disability insurance - Coverage for when you need it most.
Company Core Values
  • Customer obsessed
  • Aim High
  • No Ego
  • One Team
  • Life As We Climb
  • Lean & Nimble