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Workforce Management Analyst, Monitoring Operations

3 months ago

Richmond, United States SimpliSafe Wireless Home Security Full time
About SimpliSafe

We're a high-tech home security company that's passionate about protecting the life you've built and our mission of keeping Every Home Secure. And 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 who we protect. We don't just want you to work here. We want you to grow and thrive here.

We're embracing a hybrid work model that enables our teams to split their time between office and home. Hybrid for us means we expect our teams to come together in our office on two core days, typically Tuesday, Wednesday or Thursday, to work together in person, and teams can choose where they work for the remainder of the week. We all benefit from flexibility and get to use the best of both worlds to get our work done. The shift we are hiring for is; Tuesday - Saturday from 2:00 pm - 10:00 pm.
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 disrupt the home security space and relentlessly pursue our mission of keeping Every Home Secure.
What You'll Do

You will help keep our customers safe by ensuring we are optimally staffed from the daily level all the way down to intervals within a given day. This will require creating, reviewing, and iterating through staffing levels while accounting for forecasted call and alarm volumes using workforce management best practices. Strong partnership with our operations team will be a must. Understanding their requirements and communicating upcoming plans clearly will keep us all in lock step, providing a best in class customer experience. Analyzing processes and suggesting improvements based on data. Doing the same thing just because it is how things have been done is not how we work.

Primary Responsibilities Include:
  • Use workforce management tools to generate staffing plans at the daily, shift, and time box level that account for anticipated demand and address agent flexibility
  • Constantly communicate with other members of the WFM team to make sure all are aware of and aligned on tactical and strategic decisions being made
  • React to real-time changes to resource availability to keep our staffing at its most efficient level
  • Analyze past results to help inform future decisions and improve processes
  • Collaborate within the team and our partners to share best practices and grow together
The importance of good communication within the team and with our operations partners cannot be emphasized enough
What You'll Bring
  • 2+ years experience with WFM tools such as NICE, Alavaria, or Genesys
  • Extreme attention to detail but with the ability to work collaboratively in a dynamic, cross-functional environment
  • Track record of using data to make informed process improvements
  • Confidence to work independently and execute on decisions and the judgment to know when to loop in your team
  • Proficiency with Google Suite (Sheets, Slides, Docs, Forms)
  • Prior experience with BI tools such as Tableau a plus
What Values You'll Share
  • Customer Obsessed - Building deep empathy for our customers, putting them at the core of our work, and developing strong, long-term relationships with them.
  • Aim High - Always challenging ourselves and others to raise the bar.
  • No Ego - Maintaining a "no job too small" attitude and an open, inclusive, and humble style.
  • One Team - Taking a highly collaborative approach to achieving success.
  • Lift As We Climb - Investing in developing others and helping others around us 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 careers@simplisafe.com.