Senior Workforce Analyst - StockX

Why you'll love this role

The Senior Workforce Analyst will play a crucial role on the Global WFM team with a focus on capacity planning, building and analyzing reports and data, daily properly managing the queues, working with partners to ensure proper delivery of hours, developing and maintaining proper teammate schedules, and meeting service level targets.

What You'll Do

• Evaluating business processes, anticipating requirements, uncovering areas of improvement, and developing and implementing solutions. 
• Gather data, clean, analyze, filter, aggregate to reports and provide insights with a high level of accuracy. 
• Work with the Customer Service operations team to develop reporting specs on how they want to look at the numbers. 
• Effectively communicate your insights and plans to cross-functional team members and leadership. 
• Work with BI Developers to create dashboards. 
• Lead ongoing reviews of business processes and develop optimization strategies.
• Build capacity plans to ensure proper staffing in all global queues.
• Manage global queues day-to-day to make sure service levels are met.
• Ensure the CS variable budget is met.
• Build strong relationships with outsourced partners to ensure staffing levels and schedules are optimized.
• Develop proper teammate schedules so that coverage for all channels and queues are balanced to deliver on the CS service levels.

About You

• Minimum of 2 years of experience in data analysis, business metrics, or a related field. 
• High School diploma or equivalent.
• Bachelor’s degree is a plus. 
• Advanced subject matter knowledge in data and workforce analysis. 
• Analytical, organizational, problem solving and critical thinking skills. 
• Advanced proficiency in Excel including creating spreadsheets, complex formulas, pivot tables, macros, etc.
• Strong attention to detail with a high emphasis on accuracy.
• Basic proficiency in Google Sheets.
• Completed end-to-end data analysis projects. 
• Basic statistical knowledge and usage to drive business decisions.

Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.

Pursuant to the various pay transparency laws/acts, the base salary range is $60,000 to $70,000 plus opportunities for benefits (e.g., medical, dental), equity and discretionary bonuses. Compensation is dependent on geography and may vary.

Last updated: 20 hours ago