Customer Support Workforce Analyst, Real Time - Vancouver, Canada - Clio

Clio

Verified Company

Vancouver, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

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 nonchannel 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 adhoc 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

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.

Learn more about our culture at