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