Workforce Analyst
The Workforce Analyst will join our Support Operations team, and will partner with other areas of Financial Planning and Analysis, and HR to recommend future budgetary adjustments to staffing considerations as necessary. Manage the PTO and overtime process. Monitor real time adherence to ensure performance is within pre-set parameters, works with team managers to resolve schedule adherence issues, escalating to Operations Managers if necessary. Efficiently manages call volume and labor resources for our inbound, chat, email and workflow, while maintaining and exceeding goals and expectations. Monitor the development of productivity metrics for Acorns Support Agents ( i.e. Emails per hour, After Call Work Time and Average Handle Time). Logging exceptions (codes) in WFM tool. Monitor staffing levels against scheduled plan to efficiently handle incoming work units at the prescribed service levels.
Thirst for delivering game-changing products
2-5 years experience in a Customer Support Operations
Ability to work in a fast paced and under pressure environment
Minimum 6 months experience with agent scheduling for inbound and outbound and backoffice preferred
Time Management
MS Excel
MS PowerPoint
Customer Service skills
Workforce Management
Multitasking
Verbal communication
Detail Oriented
written communication
Organizational skills
Problem-Solving Skills
According to JobzMall, the average salary range for a Workforce Analyst in Building 1, 5300 California Ave, Irvine, CA 92617, USA is $50,000 to $80,000 per year. This range may vary depending on the experience, qualifications, and other factors of the individual being hired.
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Acorns is an American financial technology and financial services company based in Irvine, California that specializes in micro-investing and robo-investing.
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