Who We Are

We’re the Operations Excellence team, dedicated to driving process improvements and optimizations across the company. We streamline workflows and enhance overall performance and efficiency, and are seeking innovative thinkers to help shape the future. You will support the business in the following ways:

• Own forecasting and scheduling for our hourly roles using historical data and business activities to develop resource allocation plans based on expected future volumes.
• This individual will collaborate with department leadership to refine plans as needed to achieve goals so teams are prepared in advance of incoming workload to achieve company and client expectations.
• Manage and oversee all components of the required staff performance reporting discipline including data analysis, data visualization/presentation, and data integration strategies partnering with the data/business insights team as needed.
• Monitor and analyze call and activity volumes vs. available staff and optimize resource schedules to maintain contact center key performance indicators.
• Maintain and update schedules for staff to ensure optimal coverage with the right resources, in the right place, at the right time.
• Research and analyze agent schedule adherence issues/concerns and deliver suggestions for improvement.
• Contribute to annual planning/work with finance to deliver headcount needs across all variable roles

Who You Are

You possess a strategic, analytical, and operational mindset. You’re proficient in using tools like Google Sheets to build complex models and resources. You’re also adept at evaluating and implementing systems and tools to empower our teams and community to achieve KPIs and SLAs.

• Deep understanding of workforce management, including volume & headcount forecasting, shift plans scheduling, performance monitoring and processes/system optimizing and etc.
• Deep understanding of forecasting models and capacity plans with different omni-channel types (email, chat, phone, SMS, and proprietary proactive alerts).
• Experience with Workforce Management platforms such as Assembled.
• Advanced proficiency in Tableau or other data visualization software.
• Advanced proficiency in Google Sheets/Excel
• Experience with Kustomer or similar CRM.
• Ability to collaborate and work with team and other departments effectively.

Our Investment In You

We want you to be an owner in our company and share in executing our vision, so every full-time employee has equity. In addition, we offer flexible vacation, medical, dental, vision, and life insurance, 401(k), FSA, and an opportunity to work for a uniquely positioned, VC-backed company in a hugely attractive space with significant upside potential. HopSkipDrive is committed to fair and equitable compensation practices. The salary range for this role is $75,000-92,000 a year. This position is remote and, as such, compensation will ultimately be in line with the location in which the position is filled. Final compensation for this role will be determined by several factors such as a candidate’s relevant work experience, skill set, certifications, and specific work location. The total compensation package for this role also includes equity stock options.

HopSkipDrive is proud to be an equal-opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected class.

* This role will be fully remote in one of the following states AZ, CA, CO, CT, DC, FL, GA, IL, IN, KS, MA, MD, MI, MN, MO, NC, NJ, NM, NV, NY, OH, OK, OR, SC, TN, TX, UT, VA, WA, WI**