Overview
Are you looking to be in a workplace where colleagues inspire one another? Are you interested in competitive and impactful benefits? Do you prefer a hybrid work model and flexible work arrangements?
The Workforce Management (WFM) Senior Analyst, Service Delivery Internal Operations supports the Global Customer Support team by designing, planning and delivering outstanding staffing models across multiple support channels to ensure the team can provide a quality experience to customers. You will perform data analysis and work on the strategy and plans guided by the Director of Service Delivery Internal Operations. Your data will allow you to forecast and coordinate team coverage in advance, as well react to real-time changes in the data trends.
Your Role in Action

• Design and deliver modernized resource planning services to our global support teams to optimized staffing which will promote efficiency, Service level agreement performance, and customer satisfaction
• Translate the business forecast and delivery strategy into capacity planning and interval staffing requirements to meet forecasted volume and achieve expected service level goals
• Perform real-time monitoring of inbound phone and email channels to ensure the team is adequately staffed and following expected activities to meet customer demand
• Assess real-time the teams' performance toward service level goals and make quick decisions on resource adjustments to ensure those goals are achieved daily, weekly, and monthly
• Approach complex situations by anticipating changes required, forecasting outcomes in advance, and making recommendations to management
• Develop and lead projects aimed at improving and implementing best practices in productivity and decisions regarding contact center strategies
• Develop reporting structure that allows for data to be presented in a clear, easily understood, and applicable format
• Partner with Global Support leadership and Operations peers to identify data-driven opportunities for further workforce optimization
• Be an expert for WFM and telephony software (NICE InContact), and other important programs owned by the department
• Collate and share performance results with your team, including standardized reports on a daily, weekly, and monthly basis
• Report on departmental and team goals, maintain dashboards, and provide data analysis to your leader to make recommendations that contribute to Relativity's Global Support strategy
• Support operational processes that help Global Support leaders make decisions, especially in planning for coverage, staffing analysis, and department goals
• Follow best practices in reporting and data quality that allow the Global Support team to report on essential activities

Your Skills

• At least 3 years of experience in Workforce Management in contact centers with at least 50 employees in multi-site, multi-skill environments who perform more complex technical work
• Experience with Workforce Management software and methodologies (forecasting, scheduling, performance tracking, reporting)
• Experience with Workforce Management software and methodologies (forecasting, scheduling, performance tracking, reporting)
• Differ hours to attend meetings with a global team across a variety of time zones
• Experience with Excel, Tableau, and Salesforce
• Experience in a SaaS environment

About Relativity
#LI-Remote
Relativity is a team of passionate people always looking to grow and make our product and customer service the best it can be. Our team members come from diverse backgrounds with different skills and life experiences-and we love and celebrate those differences. We believe that employees are happiest when they're empowered to be their full, authentic selves, regardless how you identify.
So, please come as you are. We can't wait to meet you
Benefit Highlights:
Comprehensive health, dental, and vision plans
Parental leave for primary and secondary caregivers
Flexible work arrangements
Two, week-long company breaks per year
Unlimited time off
Equity program
Training investment program
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.