Customer Support Workforce Analyst, Real Time

• 5000 - 6000 USD per Month
• Full Time
• Posted : 12 months ago

Clio is more than just a tech company–we are a global leader that is transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice. Summary: What your team does: There are quite a few things that go into making our entire Support team a well oiled machine. Workforce Management (WFM) is one area that plays a significant part in the overall success of Support. Due to the continued evolution of WFM, we are looking to grow our team, and hire a Customer Support Workforce Analyst. Reporting to the Director of WFM, you will be responsible for intra-day queue balancing and management, tactical planning, schedule adjustments (post-publication) and trend analysis to help the Support team achieve success on a daily and interval basis. This role is ideal for you if you are curious, like working with and analyzing data, identifying opportunities to optimize and gain efficiencies and solving complex problems. You’ll need to be highly aligned with key stakeholders at various levels so your communication and relationship building skills should be strong. What you’ll work on: Identifying, assessing and proactively analyzing trends and variances in volume to understand and plan for potential over/under staffing conditions Liaising with Team Leads and Specialists in real time to balance our queues for optimal channel coverage and to reduce queue pressure Considering the impact to, and experience of, Support Specialists in all decisions and make best efforts to protect non-channel activities such as coaching, training, etc. Developing and managing optimal daily plans based on knowledge of the business, performance analytics and current environment Becoming proficient using our real time and Support related tools including but not limited to Playvox, Talkdesk, Zendesk, Google Sheets Executing contingency plans to maintain optimal queue and resource balance throughout a variety of incidents that impact our queues and thereby our customers Understanding differences in what we forecast vs what actually happens Providing trend analysis and feedback to improve forecasts and scheduling Triaging and actioning incoming requests from our stakeholders Reviewing adherence and understanding how that relates to our service level performance Assisting with daily, weekly, monthly and ad-hoc reporting for the leadership team and key stakeholders Helping the team deep dive into data or tooling discrepancies Reporting abnormalities and/or trends back to the Director of WFM Gaining trust, building relationships and fostering true partnership and nurturing shared ownership in process/project and business goals Assisting with real time educational initiatives ie. delivering workshops on real time best practices Attending regular meetings with WFM and our stakeholders as needed What you may have: A general understanding of WFM and more specifically real time optimization 1+ years of experience in WFM Experience analyzing, interpreting and summarizing complex data as it relates to Support technologies and processes Strength in accuracy and attention to detail in a high output and fast paced environment Highly developed analytical and problem solving skills – demonstrating curiosity and thought leadership Extreme effectiveness in being a supportive part of a team - everything we do is highly collaborative Serious bonus points if you have: Ability to work under pressure; able to manage multiple tasks and changing demands Excellent communication skills (verbal and written) Comfortable working independently, but aware of when you should seek input A “draw the owl” mindset - we are a small team that moves mountains Diversity, Inclusion, Belonging and Equity (DIBE) & Accessibility Our team shows up as their authentic selves, and are united by our mission. We are dedicated to diversity, equity and inclusion. We pride ourselves in building and fostering an environment where our teams feel included, valued, and enabled to do the best work of their careers, wherever they choose to log in from. We believe that different perspectives, skills, backgrounds, and experiences result in higher-performing teams and better innovation. We are committed to equal employment and we encourage candidates from all backgrounds to apply. Clio provides accessibility accommodations during the recruitment process. Should you require any accommodation, please let us know and we will work with you to meet your needs. Clio is more than just a tech company–we are a global leader that is transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice.

Summary:

What your team does:

There are quite a few things that go into making our entire Support team a well oiled machine. Workforce Management (WFM) is one area that plays a significant part in the overall success of Support. Due to the continued evolution of WFM, we are looking to grow our team, and hire a Customer Support Workforce Analyst.

Reporting to the Director of WFM, you will be responsible for intra-day queue balancing and management, tactical planning, schedule adjustments (post-publication) and trend analysis to help the Support team achieve success on a daily and interval basis. This role is ideal for you if you are curious, like working with and analyzing data, identifying opportunities to optimize and gain efficiencies and solving complex problems. You’ll need to be highly aligned with key stakeholders at various levels so your communication and relationship building skills should be strong.

What you’ll work on:

• Identifying, assessing and proactively analyzing trends and variances in volume to understand and plan for potential over/under staffing conditions
• Liaising with Team Leads and Specialists in real time to balance our queues for optimal channel coverage and to reduce queue pressure
• Considering the impact to, and experience of, Support Specialists in all decisions and make best efforts to protect non-channel activities such as coaching, training, etc.
• Developing and managing optimal daily plans based on knowledge of the business, performance analytics and current environment
• Becoming proficient using our real time and Support related tools including but not limited to Playvox, Talkdesk, Zendesk, Google Sheets
• Executing contingency plans to maintain optimal queue and resource balance throughout a variety of incidents that impact our queues and thereby our customers
• Understanding differences in what we forecast vs what actually happens
• Providing trend analysis and feedback to improve forecasts and scheduling
• Triaging and actioning incoming requests from our stakeholders
• Reviewing adherence and understanding how that relates to our service level performance
• Assisting with daily, weekly, monthly and ad-hoc reporting for the leadership team and key stakeholders
• Helping the team deep dive into data or tooling discrepancies
• Reporting abnormalities and/or trends back to the Director of WFM
• Gaining trust, building relationships and fostering true partnership and nurturing shared ownership in process/project and business goals
• Assisting with real time educational initiatives ie. delivering workshops on real time best practices
• Attending regular meetings with WFM and our stakeholders as needed

What you may have:

• A general understanding of WFM and more specifically real time optimization
• 1+ years of experience in WFM
• Experience analyzing, interpreting and summarizing complex data as it relates to Support technologies and processes
• Strength in accuracy and attention to detail in a high output and fast paced environment
• Highly developed analytical and problem solving skills – demonstrating curiosity and thought leadership
• Extreme effectiveness in being a supportive part of a team - everything we do is highly collaborative

Serious bonus points if you have:

• Ability to work under pressure; able to manage multiple tasks and changing demands
• Excellent communication skills (verbal and written)
• Comfortable working independently, but aware of when you should seek input
• A “draw the owl” mindset - we are a small team that moves mountains

Diversity, Inclusion, Belonging and Equity (DIBE) & Accessibility

Our team shows up as their authentic selves, and are united by our mission. We are dedicated to diversity, equity and inclusion. We pride ourselves in building and fostering an environment where our teams feel included, valued, and enabled to do the best work of their careers, wherever they choose to log in from. We believe that different perspectives, skills, backgrounds, and experiences result in higher-performing teams and better innovation. We are committed to equal employment and we encourage candidates from all backgrounds to apply.

Clio provides accessibility accommodations during the recruitment process. Should you require any accommodation, please let us know and we will work with you to meet your needs.

Skills

• Analytical Skills
• Communication
• Workforce Management
• Tactical Planning
• Ad Hoc Reporting