Qualtrics
At Qualtrics, our mission is to close experience gaps. Qualtrics is the #1 XM platform.
Provo, UT

Workforce Planning Principal Analyst at Qualtrics (Provo, UT)

| Provo, UT
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The Qualtrics XM Platform™ is a system of action that helps businesses to attract customers who stay longer and buy more, to engage and empower employees to do the best work of their lives, to develop breakthrough products people love, and to build a brand people can’t imagine living without.


Joining Qualtrics means becoming part of a team bold enough to chase breakthrough experiences - like building a technology that will be a force for good. A team committed to diversity, equity, and inclusion because of a conviction that every voice holds value, with a vision for representation that matches the world around us and inclusion that far exceeds it. You could belong to a team whose values center on transparency, being all in, having customer obsession, acting as one team, and operating with scrappiness. All so you can do the best work of your career.


We believe every interaction is an opportunity. Are we yours?

The Challenge

As Qualtrics continues to scale rapidly, our customers have increasing expectations on the support and services we provide in tandem with our software. Since we are the world’s preeminent experience company, customers expect us to offer an insanely great experience whenever they interact with Qualtrics. As we strive to hit an ever-higher bar and scale our business, we are looking for an experienced, data-driven workforce planning analyst to make sure we have the right amount of people to support our customers.

Expectations for Success

The workforce planning analyst role oversees our Product Specialist and Enterprise Support capacity. This is a high-profile, analytical, and operational role that is central to scaling our growth. In this role, you will:

  • Partner with senior leadership across the globe to help manage their team’s capacity, monitor/forecast/analyze ticket intakes and schedules, and ensure we have adequate resources so our customers receive immediate and world-class service across the globe.
  • Maintain and refine a robust analytical model that accurately forecasts our people needs so we can hire ahead of the curve.
  • Identify strategic recommendations on how to optimize our workforce, including how we schedule our people, when to hire more people, or mitigate large backlogs as appropriate. 
  • Collaborate with business leaders to execute on your ideas and initiatives, taking your recommendations through to real customer impact.
Qualifications & Requirements

Basic

  • BA / BS degree
  • Excellent verbal and written communication skills
  • 3-5 years total experience in operations, analytics, finance, or workforce management
  • Strong analytical problem-solving skills and experience creating analytical forecasts
  • Ability to work cross-functionality and influence outcomes without direct authority
  • Experience managing priorities and timelines without significant oversight
  • Proficient in Excel and other analytics tools (i.e. SQL, Tableau, R, Python, PowerBI, SPSS)
  • Experience extracting/analyzing data from an enterprise workforce management tool (i.e. Genesys, NICE, Verint, Calabrio)
  • Ability to travel once a quarter to meet/collaborate with stakeholders in other offices around the globe (post-COVID)
  • Willing to relocate to our Seattle or Provo locations and work on a hybrid model of 3 days per week in office and 2 days per week from home (post-COVID, subject to change as we monitor state/local guidelines).

Preferred

  • 4+ years experience in workforce and/or call-center planning
  • 4+ years experience in a highly analytical role
  • A creative problem-solver with a build-it mentality
  • Prior experience in a workforce management function for a mid-large call center or contact center
  • Prior experience managing labor cost budgets
  • Prior experience creating operational demand or capacity forecasts
  • Degree in statistics, data analytics, data science, or other related STEM degree
A Day in the Life
  • Weekly meetings with global ops leaders (US, EMEA, APJ) review team capacity/schedules and using data/analysis to advise leaders on actions to solve resourcing issues.
  • Regularly monitoring ticket intakes, schedules, productivity, and backlog data to determine if we are able to meet customer demands, and proposing specific actions and solutions if we are not.
  • Refinement of a long-term analytical model to forecast our global capacity. 
  • Working directly with leaders and our FP&A team on a monthly/quarterly basis to assure we are hiring the right amount of people. 
  • Be a critical contributor in our annual budget planning process with leadership and FP&A.
  • Analysis to identify strategic and tactical changes to our workforce planning and optimization processes and systems

***This is a hybrid role. The planned structure is to work 3 days per week in the office and 2 days per week remotely.***

Your First 90 Days
  • Month 1 - Get certified! 
    • Internal systems (Genesys, Mavenlink,Tableau Server)
    • Qualtrics Products
  • Month 2 - learn/takeover existing reporting, models and meetings
  • Month 3 - refine, enhance, create and improve models/reporting/processes
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • We are an open language company so we do not specify on languages and accept all that are helpful toward the product.Languages
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • AsanaManagement
    • WordpressCMS
    • Qualtrics PlatformCMS
    • SalesforceCRM
    • Qualtrics iQ DirectoryCRM
    • Qualtrics PlatformEmail
    • Adobe CampaignLead Gen
    • MarketoLead Gen
    • MixRankLead Gen
    • RapportiveLead Gen
    • Qualtrics PlatformLead Gen
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What are Qualtrics Perks + Benefits

Qualtrics Benefits Overview

TOTAL REWARDS
The term “benefits” doesn’t really do our employee rewards program justice. We provide medical, dental, and vision insurance, 20+ days of annual leave, generous retirement fund contributions, bonuses, and tons of career mobility.

WORK HARD/PLAY HARD
For every bit of hard work we put in, we have twice the fun. Whether that means taking a break in a massage chair or hitting the slopes after work, Qualtrics makes sure that employees take time to recharge and live it up.

UPWARD MOBILITY
Because we’re a hyper-growth company, getting promoted and taking on more opportunities is always an option. We hire individuals who have what it takes to quickly step into the next role and take on opportunities beyond their core job description.

OFFICE PERKS
We believe in a workspace that allows you to take a breather and pepper fun throughout your day. Grab a beer in the Dublin office pub, enjoy Seattle’s rooftop patio overlooking the Puget Sound, or raid one of the many kitchens around Provo’s office.

HIGH BAR
We don’t hire cutthroat individuals who only care about themselves. We’re looking for top performers with a wide array of professional and personal experience. Our employees are driven, intelligent, diverse and interesting people who work well in teams and know how to have fun.

GLOBAL
Qualtrics employees are plugged into a network of experienced professionals around the globe. With weekly company-wide video meetings and our own internal social network, employees get global experience and stay up-to-date on what’s happening across the organization.

Culture
Partners with Nonprofits
We go beyond partnering with nonprofits. For Qualtrics, 5 For the Fight is our company's core nonprofit focus. Discover the whole story at www.5ForTheFight.org. We're #AllIn until cancer gives in.
Friends outside of work
Eat lunch together
Intracompany committees
From WLD, Q&able, Q-Salute, Q-Pride, and Mosaiq to the Dream Team, the Green Team, and hosts of other community-founded groups, you'll find a variety of committees which drive community at Qualtrics.
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
In 2020, we launched our global unconscious bias program. We aim to provide our employees with the tools to block and tackle the various types of biases that exist.
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
We have ERGS championing people with disabilities, LGBTQ+, Veterans, Underrepresented Minorities, and Women's Leadership Development.
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Our Wellness program includes not only an employee assistance program but, starting in 2022, will also include a Wellness bonus that employees can use on services to support their overall wellbeing.
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Equity grants are considered annually based on performance and seniority level, and undergo annual refreshes.
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Family Medical Leave
Adoption Assistance
We reimburse up to 10000 for eligible adoption expenses and 6 weeks of paid leave for the parent who is taking the role as the primary caregiver.
Return-to-work program post parental leave
Company sponsored family events
Qualtrics has several events during the year that look to actively include our families, from the annual summer party to welcoming your family on-site for visits.
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Qualtrics offers unlimited sick days, which covers not only the employee but immediate family members. Kids are sick? Stay home without burning your vacation days.
Perks & Discounts
Casual Dress
What you wear to work is not something we worry about - be comfortable and be yourself.
Commuter Benefits
Company Outings
Free Daily Meals
We serve free lunch on Monday, Wednesday, Friday. On Tuesday and Thursday, we offer a subsidized food ordering option. We have breakfast items (cereals, yogurts, etc.) every day of the week.
Game Room
Stocked Kitchen
Happy Hours
Parking
Recreational Clubs
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Promote from within
Mentorship program

Additional Perks + Benefits

We additionally cater snacks to the company all-hands meeting each week. You can expect to find semi-annual swag distributions (summer & winter), as well as swag giveaways in the offices. Our Benefits team has always looked to maximize our benefits. We additionally will have times where tickets to local games/events are on offer or will work as a group to purchase tickets for a variety of activities.

An Insider's view of Qualtrics

How would you describe the company’s work-life balance?

We prioritize making great experiences for our team members through flexible schedules, generous time off, and providing an experience bonus to all employees so that they can make their own memories and cultivate great experiences with their family and community.

Kate

Product Marketing Manager, Frontline CX Product Portfolio

What's the biggest problem your team is solving?

Engineering Services collaborates directly with customers to build impactful solutions, customized to meet their unique challenges in order to unlock the full potential of the XM platform. ES utilizes a variety of technologies to partner with teams across the company to influence product roadmaps and incubate new lines of business.

Elise

My team takes ownership of programs/processes that impact Qualtrics across engineering and in some cases across the company. Our ideas can have varied impacts, from multi-year investments in key product capabilities to incremental process improvements in

How does the company support your career growth?

I joined Qualtrics as a marketer, but I had a passion for diversity, equity and inclusion (DEI) stemming from my background as an openly gay black man. I have since landed my dream job as global DEI lead, where I’ve turned my passion and purpose into a career. Many people at Qualtrics have built careers off finding and fixing experience gaps.

Farren

Head of Diversity, Equity and Inclusion

How do your team's ideas influence the company's direction?

My team takes ownership of programs/processes that impact Qualtrics across engineering and in some cases across the company. Our ideas can have varied impacts, from multi-year investments in key product capabilities to incremental process improvements in our software deployment and release cycles. My team is in the middle of it all.

Asheesh

Staff Technical Program Manager

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