200+ applicants

Company

Original Job Post

Matterport · 3 days ago

Workforce Planning Analyst

United States

Full-time

Remote

Entry, Mid Level

$51K/yr - $88K/yr

4+ years exp

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Responsibilities

Work closely with outsourced partner teams on all WFM components, overseeing capacity planning, scheduling, and real-time monitoring across all lines of business including Customer Support, Sales, Sales Ops, and Finance.

Build forecast volumes, calculate staffing needs, work with vendors on creating schedules, and monitor real-time adherence for efficient call center operations.

Create and maintain real-time, historical, and custom reports and analyze trends to improve the efficiency and effectiveness of the Customer Support, Sales, Sales Ops, and Finance teams.

Create and maintain reports and self-service dashboards across multiple lines of business, locations, and channels for in-house and outsourced teams to provide ongoing insight to business stakeholders and leadership team in making effective, data-driven decisions.

Balance quantitative and qualitative metrics to provide holistic benchmarking of agent performance.

Support Workforce Optimization priorities – right people, right time/place, right count, with the right skills. Provide creative and proactive analytics to support customer initiatives and strategies.

Track, address, and escalate interrupted work (including system issues) while reporting any significant developments and providing reallocation recommendations to leadership.

Review and analyze customer and sales data from data visualization tools (such as Looker) to deliver customer insights and recommendations.

Execute complex ad-hoc special projects and analysis as the need arises.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Contact center workforce managementBusiness intelligenceData miningSalesforceExcelData analyticsLookerTableauDomoVisualizationDashboardsMetricsProject managementProblem-solvingAnalyticalStrategicDecision-makingExceptionalMulti-taskingPresentationGoogle Analytics

Required

BA/BS degree preferred with a strong academic record.

Must possess strong analytical, strategic, decision-making and problem-solving skills

4 - 7 years contact center workforce management experience

2+ of business intelligence, data mining or analyst responsibilities

Exceptional problem-solving capabilities and superior analytical skills

Experience with Salesforce, Excel, and data analytics tools (Looker, Tableau) with proficiency in visualization and dashboards

Deep interest and aptitude in data, metrics, analysis and trends

Proven ability to multi-task and manage multiple projects

Ability to distill and present actionable information from complex analysis

Preferred

Google analytics background a plus

Benefits

Comprehensive health plans

Flexible Time Off

401k

Company ownership in the form of RSU’s & ESPP Program

Company

Matterport

Glassdoor

2.6

Matterport digitizes spaces into accurate, immersive 3D digital twins with its all-in-one platform.

Founded in 2011

Sunnyvale, California, USA

501-1,000 employees

http://www.matterport.com

H1B Sponsorship

Matterport has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Trends of Total Sponsorships

2023 (1)

2022 (11)

2021 (12)

2020 (2)