Real Time Analyst, Workforce Management

Summary

Join FreshBooks as a WFM Real Time Analyst and monitor, analyze, and optimize the performance of the support team. You will ensure adherence to schedules and SLAs, generate reports, conduct root-cause analysis, and develop strategies for improvement. This role requires 2+ years of experience in a phone-focused support department or 1 year in workforce management. You will need strong communication, technical, and decision-making skills. FreshBooks offers comprehensive health and wellness benefits, including retirement savings, stock options, generous time off, and parental leave. They also provide perks like a peer recognition program, employee assistance program, and home office credit for remote employees. FreshBooks fosters a supportive and collaborative environment with opportunities for career growth and development.

Requirements

• 2+ years of experience in a phone-focused Support department and/or 1 year specifically in workforce management
• Written & Verbal Communication Skills; able to quickly craft messages that are accurate, clear and concise with tact
• Technical aptitude; able to learn new systems quickly
• Decision-making Skills; Ability to showcase innovation, good judgment, and problem-solving skills when making decisions related to scheduling and resource allocation
• Strong interpersonal skills; able to collaborate with other leaders and stakeholders with empathy
• Ability to approach any challenge with a solution-oriented mindset
• Champion of the PORCHFEST (Passion, Ownership, Results, Change, Honesty, Fun, Empathy, Stretch, Trust) and departmental Support Values

Responsibilities

• Monitor incoming volume to ensure proper support coverage and delivery of the Support team’s Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)
• Ensure timely communication with relevant teams and stakeholders
• Evaluate and implement ad hoc events and training plans for the current week in alignment with department requirements
• Organize and execute coverage plans for modified operation events (e.g. statutory holidays, overtime work)
• Monitor, deliver, and report on Key Performance Indicators (KPIs) for the Support Department
• Ensure the timely delivery and analysis of Shrinkage, Adherence, and Attendance Reports for performance evaluation
• Develop strategies for improving operations based on trends and identified areas for enhancement
• Focus on ongoing optimization and efficiency in operations
• Keep detailed records and perform a thorough analysis to inform future strategies and decisions

Preferred Qualifications

• Understanding of WFM: Familiarity with workforce management processes, including staffing projections, scheduling, service level analysis, and metrics monitoring is preferred
• Experience with SaaS applications such as Google Suites, Zendesk, and BambooHR. Previous experience with WFM applications (Playvox, Assembled or Tymeshift) is preferred/is a plus

Benefits

• Comprehensive health and wellness benefits. Including a retirement savings program or pension plan matched to your local office, stock options for every full-time employee, generous time off, parental leave and new parent support, annual healthy living credit, comprehensive medical and dental benefits, fertility and gender-affirming benefits dependent on your region, and more
• Perks that matter. Including a Peer Recognition Program, an Employee Assistance Program, headphone credit, meaningful in-person gatherings to bring onsite and remote employees together, and more perks matched to your local cluster
• Working environments to help you thrive. Beautiful office spaces welcome you in Toronto, Amsterdam, and San Luis Potosi. If you don't have access to a FreshBooks office, you receive a home office credit to set up your home office. We are committed to creating supportive and flexible environments to support the best interests of the team, collaboration, and mental well-being
• Supportive peer group, mentors, and leaders
• Accelerated growth. Comprehensive company onboarding, career development through continuous coaching, training, and learning on the job