Workforce Analyst at Curated | Powderkeg

Curated is on a mission to help people find exactly what they’re looking for

Whether it’s your first snowboard, a brand new baby stroller, or a much needed upgrade to your coffee machine – shopping is hard when the stakes are high. We make it easy by connecting customers with Real Experts who can answer their needs faster.

Curated is the home of America’s biggest community of Real Experts

Real Experts aren’t sales assistants. They’re people living ordinary lives, who also happen to be obsessively passionate about something. They have real, on-the-ground, lived experience — they’re not proficient in tennis, they’re fluent in it.

Making high-stakes purchases easier is only the beginning

Our Real Experts connect with customers in ways that would be unimaginable in any other retail context. They work hard to understand your needs, trade stories, help make plans, and keep in touch.

It’s why customers are obsessed with Curated – and why our Real Experts have a 4.96 average star rating over 85,000+ reviews.

Summary:

The Workforce Analyst is responsible for maintaining schedules, handling queue management, and analyzing forecast trends in a complex global support environment composed of multiple contact channels and advocate skill sets. This role will be essential in helping to ensure the proper metrics and criteria are used to build out daily, weekly, and monthly reporting to project staffing needs key to the operational areas.

Responsibilities:

  • Analyze and improve operational efficiency and quality through planning, scheduling, and implementing changes based on key business metrics (e.g., cost per task, service level).
  • Collaborate with operations and managers to forecast volumes, analyze historical volume, project operational expenses, and determine future costs.
  • Report and analyze performance history to determine shrinkage and occupancy goals and off-production activities.
  • Utilize capacity planning methodology to forecast staffing needs and ensure service levels are met.
  • Monitor staffing needs for operational hours, evaluate staffing assumptions, and provide recommendations to optimize operations.
  • Coordinate staffing changes with leadership to meet service-level objectives.
  • Develop other value-added reports that would lead to more efficient and productive schedules and agents.
  • Create ad hoc reporting and analysis as required by the leadership.
  • Oversee attendance notifications report and update Attendance Tracker.

Skill Set Requirement

  • Knowledge of workforce management processes, concepts, and principles (i.e. staffing projections, scheduling, service level analysis, metrics monitoring).
  • Strong Functional analytical skills (budgeting, costing, etc.)
  • Strong Forecasting ability
  • Ability to create well-organized, accurate, and concise material and work documentation for organizational use.
  • Knowledge of Google Workspace, including Google Drive, Sheets, Documents, Calendar, and Forms with the ability to create and maintain databases.
  • Knowledge of Hubstaff navigation and reporting is desirable but optional.
  • Strong hands-on knowledge of workforce management tools and the ability to maintain them
  • Works well with a wide range of individuals to coordinate the execution of plans

While these qualifications are typical of a strong candidate, they are not exhaustive and not required unless noted. We take a holistic approach to hiring and would love to connect if this sounds interesting to you!

About Curated

Curated was founded in 2017 to humanize online shopping. Backed by Forerunner, Greylock, and CapitalG, we’ve built a collaborative shopping experience brought to life by passionate experts. Every shopper on Curated gets one-on-one personalized advice to find the perfect product, so they can enjoy more of what they love.

Through our expert community, Curated has created a new type of knowledge economy that enables people to earn meaningful income by sharing their expertise, from anywhere.

Curated is an equal opportunity employer. We encourage candidates of all backgrounds to apply, as we strive to build a marketplace that serves every demographic with the highest level of quality and respect.

Job Summary
  • Job Title
    Workforce Analyst
  • Company
    Curated
  • Location
    San Francisco, CA
  • Employment Type
    Full time
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