DESCRIPTION 

At quip, we design and deliver delightful products and services that keep your mouth healthy. 

The ideal candidate will be data-driven, a strong communicator, and passionate about great customer service. As the Workforce Management Analyst on the Customer Experience team, you’ll be primarily responsible for creating inbound forecasts across all channels and specializations for the CX team. Using these forecasts you’ll create daily and weekly schedules for a team of 75+ CX Specialists. You’ll monitor all inbounds across each inbound channel and collaborate with CX leadership to provide staffing recommendations aimed at meeting or exceeding our service level expectations. 

This role reports to the Director of CX Services in Salt Lake City.

RESPONSIBILITIES

  • Use workforce management forecasting to develop projected inbound volumes in order to optimally allocate CX resources 
  •  Ensure Customer Experience is appropriately staffed to meet service level expectations and create & publish the team schedule in an acceptable time frame
  • Perform continual analysis of current performance and adjust staffing plans and schedules to achieve the CX team and business goals
  • Review multi-team staffing plans and communicate breaks, events, and technical requirements to continuously collaborate effectively
  • Administer and leverage WFM platform to maintain a holistic view of staffing both internally and externally
  • Use service level reporting to associate schedule adherence and productivity to inform process improvement recommendations and other actionable insights aimed to elevate both the customer and associate experience
  • Manage non-productive time request process, ensuring activities are planned without impacting SLAs 
  • Advise on schedule change requests to the CX Support and Sales Managers
  • Partner with various teams to maintain budget headcount accuracy and improve forecast capabilities
  • Contribute to CX and CRM tools and channel expansion strategy and staffing 

REQUIREMENTS

  • Use workforce management forecasting to develop projected inbound volumes in order to optimally allocate CX resources 
  •  Ensure Customer Experience is appropriately staffed to meet service level expectations and create & publish the team schedule in an acceptable time frame
  • Perform continual analysis of current performance and adjust staffing plans and schedules to achieve the CX team and business goals
  • Review multi-team staffing plans and communicate breaks, events, and technical requirements to continuously collaborate effectively
  • Administer and leverage WFM platform to maintain a holistic view of staffing both internally and externally
  • Use service level reporting to associate schedule adherence and productivity to inform process improvement recommendations and other actionable insights aimed to elevate both the customer and associate experience
  • Manage non-productive time request process, ensuring activities are planned without impacting SLAs 
  • Advise on schedule change requests to the CX Support and Sales Managers
  • Partner with various teams to maintain budget headcount accuracy and improve forecast capabilities
  • Contribute to CX and CRM tools and channel expansion strategy and staffing

BENEFITS

  • You'll be working in a high energy, fast paced environment helping us make oral care simple and effective!
  • An office located in the Salt Lake City area 
  • Competitive medical, dental, and 401(k) benefits
  • Competitive paid time off policy
  • Competitive compensation package 
  • Fully stocked kitchen with snacks (make sure to use your quip after snacking!)
  • The opportunity to help us make oral care more simple, effective and accessible!

About quip

Most of us aren’t brushing our teeth correctly, either because we don’t know how to do it right, or because we just don’t feel like it. At quip, we design delightful products and experiences to help you care for your mouth better. Our initial product is a beautifully simple electric toothbrush and toothpaste that was featured by Time Magazine as one of the 25 Best Inventions of 2016. With refill brush heads and toothpaste arriving on a 3-monthly schedule, we are now growing our product line with that same standard of design. We pride ourselves on great design and our brand values of simplicity, honesty and accessibility are applied throughout our community.

quip is committed to promoting equality, inclusion, and diversity beyond your brushing routine. We believe our company is better equipped to care for every mouth when we listen to fresh perspectives from every voice, and in doing so, we build an equal-opportunity team of the brightest minds (and mouths)—regardless of race, gender, age, religion, sexual orientation, identity, or any other trait that makes you you. By celebrating and supporting our differences, we will thrive in our mission to improve oral health for all.

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