Job Description
The WFM Compliance Analyst is vital in ensuring that our Customers receive support from the right agent at the right time. They also ensure that this is done as efficiently as possible.
The WFM Compliance Analyst will work directly with Hopper’s Outsourced Service Providers to ensure that they are scheduling the right number of agents across the right skills. They will also look at historical metrics like “line adherence“ in order to ensure that the OSP’s are successfully managing their employees in order to follow those schedules.
Their mission will be to support Hopper’s primarily outsourced Service Delivery Teams to successfully meet its performance targets while optimizing the utilization of people resources to ensure scalable customer satisfaction.
What would your day-to-day look like
The day to day activities of the WFM Compliance Analyst will be a mix of:Attending meetings to act as a subject matter expert on scheduling and staffing issues with our Outsourced Service ProvidersDigging deep into reporting to investigate staffing challenges and opportunitiesCreating new reporting to drive efficiencies through new insights and KPI’sAssessing bottlenecks in work processes within teams to streamline and simplify workflowsCoordinating with team members to execute new ideas or approaches and achieve process improvement goalsMonitoring the team’s tracking and analysis of contact volumes and arrival patterns, identifying trendsReforecasting required staffing levels and working with OSP partners to match their output to Hoppers requirementsAn ideal candidate has
Material experience in scheduling and real-time analysis for omnichannel contact centersStakeholder Management experience to act as a single point of contact for WFM scheduling supportProficiency in Tableau (or similar tools like QlikView or Looker)Experience with Amazon ConnectProven ability to communicate recent trends to an audience and drive them to course correct swiftlyYou know how to share your opinions clearly, thoughtfully, and with empathyEnthusiasm and curiosity for conducting research, driving performance targets, understanding business drivers, and answering complex operational challenges with dataProficiency in SQL is a plusBenefits
Well-funded and proven startup with large ambitions, competitive salaryHopper covers 100% of the cost for employees, and up to two dependents, for employer sponsored health insurancesHopper covers 100% of premiums for supplemental accident and life liability insurances, to provide benefits for you and your loved ones from day oneUnlimited PTOHopper provides a monthly allowance to assist with costs of internet utilityHopper provides the 13th month salary for PHL employees in the month of DecemberCarrot Cash travel stipendHopper will apply the De Minimis benefit for dependent medical, rice subsidy, uniform/clothing, medical assistance and laundry allowancesEntrepreneurial culture where pushing limits and taking risks is everyday businessOpen communication with management and company leadership. Small, dynamic teams = massive impact
