Compensation Overview

Job Description

Join our Global Operations Team as a Workforce Resource Planning & Insight Lead in Louisville, KY, to make a real impact everyday.  We say that because we know that every conversation we have, every code line we write and every interface we design is another opportunity for us to enrich our customers’ experiences.

Reporting into the Director of Reporting and Analysis, you will help us support the development of resource planning, reporting and analysis across the newly formed global operation function.  Some of the other responsibilities include:

• Develop resource planning and short-term forecasting for Xplor in US/AUS/NZ including the design and build of processes, systems and models.
• Develop a management information reporting framework
• Deliver reports and insights that drive the appropriate action to move the business forward.
• Identify trends and detail areas for potential improvement, providing greater efficiencies and cost saving to the business.
• Work proactively with revenue owners to improve the quality, consistency and transparency of financial information and forecasts, thus ensuring the Global Operations business is right sized.
• Lead, support and contribute to daily, weekly, and monthly service and headcount planning meetings ensuring that p planning decisions and actions are based on accurate planning data and sound operational and customer experience criteria.
• Undertake the analysis of operational performance data and management information identifying the causes of below standard service performance and support the implementation and delivery of appropriate remedial measures.
• Contribute expert input to the decision making processes, pro-actively identifying potential threats to customer experience and service performance and suggesting suitable mitigating actions.

- The average base salary pay range for this position is $75,000 to $90,000

- May be considered for a discretionary annual bonus

Qualifications

What would make me a good candidate?

We are looking for curious and empathetic people. We also love to hear from people who are motivated by meaningful work, resonate with our four core values, have a positive outlook, are comfortable with ambiguity and thrive working in an ever-evolving and complex environment. We are inspired by meeting big picture thinkers and doers, people who can be both tactical and strategic, aim high and put people first in everything they do.

Preferredqualifications for this role:

• Qualification by Industry Body (SWPP / The Forum)
• Working knowledge of Teleopti/Calabrio/Genesys and AWS Connect
• Advanced level knowledge - Business Intelligence/reporting tools Iing Microsoft SQL, SRSS, Power BI, Tableau/AWS Quicksight
• 5+ years working In Analysis/Reporting/Workforce Planning Team