Workforce analyst
About the team
The Contact Center Operations Team is part of the Zillow Group business and operates in a strong collaborative environment.
While we have individual goals, we work together to provide the best customer experience for our advertisers and their leads.
We work with both consumers and advertisers to make the Zillow Group's Marketplace run efficiently. We are all about the most delightful and efficient experience for customers
About the role
Zillow Group is looking for a Workforce Analyst to support our Contact Center and Workforce Management Team.
Scheduling - The Workforce Analyst ensures service level attainment through effective scheduling and resource management for both internal and outsource partner locations.
The WA is a subject matter authority on workforce management processes and tools, maintains accurate tracking of our team members, and coordinates our workforce management platform.
Capacity Planning & Forecasting - The Workforce Analyst is responsible for preparing accurate and timely forecasts for a high-volume operations team.
This involves determining lead / task volume, analyzing contact arrival patterns, seeing opportunities for building efficiencies in our operations, and communicating headcount and scheduling needs for both internal and outsource vendor locations to meet service level goals.
The analyst performs administrative functions for our workforce management platform, and demonstrates subject matter expertise related to forecasting and long-term planning.
The analyst will perform analysis related to the efficient use of planning models across multiple lines of business.
Provide insight into risks and opportunities for our operations’ performance due to staffing gaps or overruns.
Analyze daily and intraday contact forecasts and schedule alignment
Optimize staffing on a weekly basis to best meet contact volume patterns and improve efficiency of operations
Delivers locked interval productive hour forecast to vendor locations by established contractual timelines
Collaborate with each site to ensure schedules meet forecast requirements
Coordinate shift assignments and shift bids for each site
Builds capacity planning models to address changing business use cases, including process for handling work in a deferred / funnel sales or service process
Facilitate monthly meetings with Finance and Leadership teams aligning on lead volume and headcount forecast
Prepares monthly communication plan with all leaders with analysis of changes and impacts on call drivers and staffing models
Supervise headcount expense reduction requirements, optimize performance / cost per call through forecast analysis
Provide analysis to assess and mitigate risks associated with capacity planning scenarios, and improve accuracy of forecasts
This role has been categorized as a Remote position. Remote employees do not have a permanent corporate office workplace and, instead, work from a physical location of their choice which must be identified to the Company.
Employees may live in any of the 50 US States, with limited exceptions. In certain cases, an employee in a remote-designated job may need to live in a specific region or time zone to support customers or clients as part of their role.
In Colorado, Connecticut, Nevada and New York City the standard base pay range for this role is $63,900.00 - $102,100.00 Annually.
This base pay range is specific to Colorado, Connecticut, Nevada and New York City and may not be applicable to other locations.
In addition to a competitive base salary this position is also eligible for equity awards based on factors such as experience, performance and location.
Actual amounts will vary depending on experience, performance and location.
Who you are
Analyzes, monitors, and evaluates the function of the workforce (call or service) center by monitoring activities on a real-time basis.
Creates schedules and provides regular reports to management on workload and workforce. Works with Finance to maintain budget accuracy and improve forecast capabilities.
Defines both long-term strategies and ever-changing, short-term, and immediate workforce needs. Handles shift change requests and monitors new-hire, holiday, and seasonal shift needs.
Updates and maintains scheduling database with current information; and researches, recommends, and implements call center technology and process improvements to reduce overall costs.
2+ years scheduling and capacity planning experience is preferred
At least 1 years of forecasting and scheduling experience in a contact center environment is preferred
2+ years’ experience using a workforce management system (preferably Calabrio) is preferred
Bachelor’s degree is preferred
Outstanding analytical skills and ability to see trends and patterns in data
Solid understanding of skilling systems and methodologies
Outstanding decision-making ability and ability to work independently
Last updated : 2022-11-25