Workforce Business Analyst

Are you passionate about creating and analyzing reporting data to manage forecast accuracy identify trends and develop recommendations to improve Contact Center performance Our Workforce Management team is growing! The Workforce Business Analyst is responsible for the daily efforts to provide phenomenal customer and employee experience by effectively delivering real-time management and executing optimal schedule placements.

This is a remote position open to candidates anywhere in the US. Seattle candidates will have a hybrid remote/in-office schedule where you will work from our casual pet-friendly office at least 3 days a week. This position will have a schedule working Monday Friday from 9:00 am 6:00 pm PST.

Key Responsibilities Include:

• Inbox management: Inbox management for Contact Center inquiries including things like: same day schedule change requests training schedule requests absence management etc.
• Intraday Management: Perform smoothing of breaks and lunches and standard methodologies in terms of automated optimization and scheduling off-the-phone activities ensuring optimum coverage across all teams. This includes real-time adjustments to schedules to ensure Contact Center departments meet key performance indicators
• Data Analysis: Collect and analyze staffing data to identify trends patterns and areas for improvement in workforce management
• Reporting: Create reports and dashboards to communicate and track key performance indicators related to workforce management
• Efficiency Analysis: Assess processes for efficiency and recommend process improvements and automation for workforce management initiatives. This may include participating in or leading internal projects while collaborating with cross-functional stakeholders
• Workforce Optimization: Identify areas of overstaffing or understaffing and provide recommendations for adjustments maintain attendance tracking tool for Contact Center
• Technology and Tools: Use specialized software and tools for data analysis scheduling adjustments and reporting
• Stakeholder Communication: Collaborate with Contact Center departments and other areas of the business to understand workforce needs and communicate data-driven insights 

 Qualifications: 

• 1 year of experience in workforce analytics or a related role is preferred
• Familiarity with call center metrics and best practices
• Strong analytical and data interpretation skills
• Knowledge of labor laws and regulations
• Excellent communication and presentation skills
• Ability to work collaboratively and influence decision-making
• Detail-oriented with strong problem-solving skills
• Ability to work in a fast-paced dynamic call center environment and have the ability to quickly pivot priorities as needed based on business needs
• Proficient in Nice/inContact CXOne and Calabrio Workforce Management tools and/or Contact Center related technology systems (Calabrio Verint Aspect etc.) is highly desired
• Proficiency in data analytics software (e.g. Excel Tableau etc.) is preferred.
• Intermediate-to-advanced skills in Microsoft Excel is preffered

Compensation: 

• The hourly rate range for this position is $29 - $35 on a full-time schedule
• Along with the base salary Trupanion employees may be eligible for monthly bonuses based on performance.
• We want all employees to be invested in Trupanions success so we grant Restricted Stock Units to all new team members. Our new hire grants vest over 4 years.

Additional Information :

Benefits and Perks:

• Full medical dental and vision benefits at no cost to the employee
• Four weeks of paid time off and 9 paid float holidays (you can decide which days are most important to you!)
• Five-week sabbatical after five years of employment
• Open casual pet-friendly and fun office environment
• Free medical health insurance for your pet (1 dog or cat)
• Paid time off to volunteer at nonprofit organizations
• Seattle Office Amenities: Free on-site gym free dog walking services for office pets during business hours free parking and paid ORCA cards.

For more information about Trupanion visit more about how Trupanion has revolutionized our industry and the reimbursement model: is an equal-opportunity employer and embraces diversity. We are committed to building a team that represents a variety of backgrounds abilities perspectives and skills.

We will ensure that individuals are provided reasonable accommodation to participate in the job application or interview process perform essential job functions and receive other benefits and privileges of employment. Please contact us to request accommodations.

Remote Work :

Yes

Employment Type :

Full-time