WFM Analyst

The Role: 

Carrot is seeking a Workforce Analyst to join our Member Success team. Reporting to the Manager, Member Success Operations, you will be primarily responsible for managing day to day workforce management tasks such as monitoring schedule adherence, time off requests, schedule exceptions, and overall team member scheduling. You will work closely with Member Success leadership to ensure adequate coverage to meet business needs, as well as partner on day to day staffing requirements and adherence. 

Our Member Success organization includes all contact center staff that support our members' phone calls, emails, and pre-scheduled video calls.. You will analyze overall volume, calculate, and interpret data of said work to draw meaningful inferences and propose informed staffing decisions critical to our financial goals, day to day operations, and priorities. You’ll work closely with and present your findings and recommendations to leaders within the Member Success organization.

To succeed and thrive in this role, you must be adaptable in a fast-paced and fast-growing environment, have strong communication skills, be a seasoned problem-solver, and have practical presentation skills to articulate your data-driven findings. You must be able to work within deadlines and have the flexibility to support special projects as needed. This position is an individual contributor role. The key responsibilities of the role include the following:

• Partner closely with the Operations Manager, Forecasting & Analytics to obtain and stay informed WRT to business forecast analysis and insights that inform staffing and scheduling decisions.  
• Work cross-functionally to define problem statements, collect data, build models, and articulate workforce management recommendations to leaders within the Member Success organization and other Operations leaders
• Build analytical models to support demand and supply planning, and buffer management
• Maintain a comprehensive suite of reports to ensure Member Success leadership and other partners have the most accurate information to manage their operations effectively
• Provide business insights across Member Success and Operations leaders for staffing-related strategies, including cost/benefit analysis, and assist in implementing activities designed to optimize the workforce

The Team: 

You will join a fast-growing Member Success Operations team at Carrot with the opportunity to work with various teams across the organization. This role would sit in our Des Moines, Iowa location, and be an in office position. 

Minimum Qualifications: 

• Bachelor’s Degree
• 2+ years of experience in workforce management, specifically within a contact center or high-production environment
• Advanced Excel skills and the ability to manipulate and model large sets of data
• Experience managing WFM software or tools (e.g., Tymeshift)
• Effectively communicate complex information to a diverse group of business partners
• Excellent written, verbal, and presentation skills
• Ability to independently manage multiple tasks for multiple groups and work reliably in time-sensitive situations
• Demonstrates a high degree of personal accountability, passion, and execution
• Experience working closely with senior support leaders, prior exposure to high-growth, fast-paced work environments

Preferred Qualifications:

• Experience working closely with senior support leaders, previous exposure to high-growth work environments
• Proficiency with Atlassian tools (e.g., Jira, Confluence)
• Proficiency with Zendesk, or other relevant CRM tools
• Exposure and comfort using business-data tools (e.g., Domo, Looker)
• Flexible and able to change priorities quickly, capacity to manage multiple priorities

Compensation: 

Carrot offers a holistic Total Rewards package designed to support our employees in all aspects of their life inside and outside of work, including health and wellness benefits, retirement savings plans, short- and long-term incentives, parental leave, family-forming assistance, and a competitive compensation package. The starting base salary for this position will range from $70,000.00 - $80,000.00. Actual compensation may vary from posted base salary depending on your confirmed job-related skills and experience.