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As a member of the ShipBob Team, you will benefit from an environment where everything is achievable. We aim to be a place where you can:
- Write Your Career Story. Because we are solving some of the most difficult problems in global commerce, you have the opportunity to write the story that will make your career.
- Experience Global Impact and Global Connection. At ShipBob we benefit from diverse cultures and perspectives in service of the global community.
- Grow With An Ownership Mindset. We believe that great innovation comes from great transparency. We are more resilient and more creative when we have an inclusive and transparent culture where everyone knows our strengths and opportunities.
Title: WFM & MIS Executive
Location: Remote in India
Role Description:
The WFM & MIS Executive will oversee daily reporting governance, primarily using Excel, and track KPI trends, agent scorecards, TL-wise KPI trends, and various people metrics such as shrinkage, probation scorecards, and attrition analysis. Additionally, responsibilities will involve administrative tasks like roster uploads in ADP, data allocation in Verint, and real-time monitoring through Salesforce for weekly rostering.
What you’ll do:
- Develop and maintain daily, weekly, and monthly reports using Excel or other reporting tools.
- Analyze data to identify trends, patterns, and areas for improvement.
- Prepare and distribute reports on KPIs, including agent performance, team performance, and departmental performance.
- Planning for the week (making scheduling adjustments including OT plans).
- Analyze volume drivers by source, handle time, root cause to effectively identify event avoidance and contact reduction opportunities.
- Attends daily, weekly, and monthly staff and operational meetings as requested.
- Support ad-hoc data analysis requests from various departments or senior management.
- Train and support team members on report generation and data analysis techniques.
- Stay updated on industry best practices and trends in MIS and reporting methodologies.
- Additional duties and responsibilities as necessary.
What you’ll bring to the table:
- Total 3-5 years of experience WFM/MIS domain experience, RTA or Scheduling.
- Proficient with Email, Chat & Phone system reporting and scheduling tools, including Microsoft Office (Excel, Word, PowerPoint).
- Ability to demonstrate and articulate understanding of key workforce management concepts related to forecasting, capacity planning, scheduling, real-time monitoring, routing strategies and performance improvement.
- Solid quantitative/analytical skills.
- Report automation and expert skills in Macro.
- Excellent interpersonal, written, verbal and listening skills.
- Knowledge of Salesforce, Power BI, VB, MS-Access, and Erlang would be an added advantage.
Perks & Benefits:
- Medical, Term & Accidental Insurance
- All Purpose Leave (casual & sick time): 12 days
- Earned Leave: 15 days
- Public Holiday: 12 days
- Generous Maternity & Paternity Leave
- Quarterly Wellness Day
- Work From Home Allowance
- Referral Bonus Program
- Fun Culture >>> Check us out on Instagram (@lifeatshipbob)
Reports to: Senior Manager- Centre of Excellence
We recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If your experience is close to what you see listed here, please still consider applying. Diversity of experience and skills combined with passion is a key to innovation and excellence; therefore, we encourage people from all backgrounds to apply to our positions.
About You:
At ShipBob, we’re looking to bring on board people who embody our core values:
- Be Mission-Driven. We want team members that are passionate about helping entrepreneurs improve their business, and bring that passion every day.
- Be Humble. We have ambitious goals, and our team members understand that success or failure depends on us working together and leaving egos at the door.
- Be Resilient. Logistics is a complicated business. So is software. We value team members that never give up and keep iterating until a problem is solved.
- Be a Creative Problem Solver. As a startup, we value smart, innovative solutions to complex problems. We fall in love with the problem, not our “favorite” solution.
- Be Safety Minded. It’s not just talk; it’s the way you work.
About Us:
ShipBob is a cloud-based logistics platform that partners with thousands of e-commerce businesses to help make their entrepreneurial dreams a reality. We offer a full suite of fulfillment solutions for our merchants, including the ability to improve their transit times, shipping costs and deliver a best in class experience to their customers.
As one of the fastest growing tech companies in Chicago backed by blue-chip investors like Menlo Ventures, Bain Capital Ventures, Hyde Park Venture Partners and SoftBank Vision Fund 2, our goal is to continue to be the best fulfillment technology in the industry.
ShipBob provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
