Smartsheet is seeking change agents to join our Technical Support Workforce Management (WFM) Team as Global Workforce Scheduling Analyst. You have an understanding of the Workforce Management function and principles and proven working knowledge of scheduling and real-time monitoring in a contact center setting. You will play a crucial role in optimizing workforce operations which requires a balance of analytical skills, attention to detail, and a dynamic mindset to enhance workforce efficiency and customer satisfaction in a contact center environment.

You will report to the Senior Manager, Workforce & Vendor Management. This position is fully remote eligible, with the expectation of reporting to the Costa Rica office as appropriate. 

You Will: 

  • Help with the administration of our WFM software/solution to ensure smooth processes for forecasting, scheduling, and real-time monitoring.
  • Utilize our WFM software/solution to generate, update, and publish schedules.
  • Optimize schedules to help ensure we have appropriate staffing with the right skills at the right time to achieve SLA goals.
  • Initiate shift alignment (shift bid) to ensure staffing requirements are met at all times to achieve SLA goals.
  • Manage contact center shrinkage to ensure we are not going over the allocation to meet SLAs e.g. PTO allocation and approval, training/meeting/coaching scheduling.
  • Maintain accurate records of our roster in Technical Support.
  • Help achieve operational service level targets on a monthly, weekly, daily, and intraday level through active monitoring of scheduling efficiency, attendance, and schedule conformance and adherence. 
  • Communicate performance trends and areas of concern to stakeholders and help implement corrective action plans as needed in relation to our efficiency metrics.
  • Engage with internal teams and vendors to understand the reason for performance impacts. Take action to help mitigate impacts on performance.
  • Monitor intraday staffing levels and make necessary adjustments throughout the day as required to meet requirements.
  • Proactive communication and follow-up with delivery teams to execute all planned and real-time activities.
  • Perform daily tasks including but not limited to agent skill/queue assignments, and updating schedules and exception requests.
  • Collaborate with the WFM team members to mitigate performance impacts and improve processes.
  • Conduct regular meetings with Service Delivery managers focused on scheduling initiatives.
  • Help create and maintain our playbook and other documented processes.
  • Perform other WFM-related duties as assigned.

You Have: 

  • 2+ years of experience in WFM scheduling and real-time monitoring in contact center operations.
  • Understanding of the Workforce Management function and principles and proven working knowledge of scheduling and real-time monitoring in a contact center setting.
  • Proficiency in schedule generation and optimization to meet forecast requirements using a Workforce Management solution e.g. Playvox, IEX, Verint, Alvaria (Aspect). Experience in Playvox is a plus.
  • Strong analytical skills for analyzing and interpreting data and making informed decisions to optimize schedules.
  • Strong organizational and time management skills in balancing workload and delivering required output in a timely manner.
  • Strong problem-solving skills to initiate and execute (creative) problem-solving techniques in systems, procedures, reports, or analysis.
  • Ability and willingness to accept ownership of problems/concerns and see them through to resolution.
  • Attention to detail to detect anomalies, spot trends, and ensure data integrity.
  • Customer focus to understand customer needs and align scheduling strategy to meet those needs.
  • Proficient to Expert knowledge in Google Workspace and/or MS Office.
  • Ability to learn Smartsheet as a work management tool. Experience in Smartsheet is a plus.
  • Positive attitude and a team player to build strong relationships and contribute to effective collaboration within and across teams. 
  • Effective communication and comprehension skills in English for collaboration and clear and concise communication of insights, recommendations, and updates related to WFM.
  • Ability to adapt to a fast-paced environment and be agile in executing needed changes as required.
  • Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds either in person or remotely.
  • Ability to work with vendor counterparts.
  • Ability to adapt and exemplify the Smartsheet Way and Core Competencies.
  • Flexible working hours to cover all times for support if needed in a 24x7 environment.  Main working hours will fall during key business hours but flexibility in schedule may be needed for coverage support.

Perks & Benefits:

  • Fully paid Health & Life insurance for full-time employees and family members
  • Equity - Restricted Stock Units (RSUs) for eligible roles
  • Monthly stipend to support your work and productivity
  • Asociacion Solidarista with employee and employer contributions as well as potential alliances with entities such as universities, gyms, etc.
  • 12 days paid Vacation + Flexible Time Away Program
  • 20 weeks fully paid Maternity Leave
  • 12 weeks fully paid Paternity/Adoption Leave
  • Personal paid Volunteer Day to support our community
  • Opportunities for professional growth and development including access to LinkedIn Learning online courses
  • Company Funded Perks including a counseling membership and your own personal Smartsheet account
  • Teleworking options from any registered location in Costa Rica (role specific)

Get to Know Us:
At Smartsheet, we’ve created a place where everyone is welcome — people from all over the world, all backgrounds, all ages, all colors, and all beliefs working side by side. Here, everyone can make a difference and empower others to do the same. You’re encouraged to apply even if your experience doesn’t precisely match our job description—if your career path has been nontraditional, that will set you apart. At Smartsheet, we empower everyone, everywhere to change the way the world works—join us!

Equal Opportunity Employer:
Smartsheet is an Equal Opportunity Employer committed to fostering an inclusive environment with the best employees. We provide employment opportunities without regard to any legally protected status in accordance with applicable laws in the US, UK, Australia, Japan, Costa Rica, and Germany. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.

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