Matterport is hiring a
Workforce Planning Analyst in United States

Summary

Matterport is hiring a Workforce Planning Analyst to oversee workforce management across various departments, create reports, and analyze trends. The role requires a BA/BS degree, 4-7 years of contact center workforce management experience, and proficiency in data analytics tools. The US base salary range for this position is $51,200 to $88,000.

Requirements

• BA/BS degree preferred with a strong academic record
• Must possess strong analytical, strategic, decision-making and problem-solving skills
• 4 - 7  years contact center workforce management experience
• 2+ of business intelligence, data mining or analyst responsibilities
• Exceptional problem-solving capabilities and superior analytical skills
• Experience with Salesforce, Excel, and data analytics tools (Looker, Tableau) with proficiency in visualization and dashboards
• Deep interest and aptitude in data, metrics, analysis and trends
• Proven ability to multi-task and manage multiple projects
• Ability to distill and present actionable information from complex analysis

Responsibilities

• Work closely with outsourced partner teams on all WFM components, overseeing capacity planning, scheduling, and real-time monitoring across all lines of business including Customer Support, Sales, Sales Ops, and Finance
• Build forecast volumes, calculate staffing needs, work with vendors on creating schedules, and monitor real-time adherence for efficient call center operations
• Create and maintain real-time, historical, and custom reports and analyze trends in a timely manner to improve the efficiency and effectiveness of the Customer Support, Sales, Sales Ops, and Finance teams
• Create and maintain reports and self-service dashboards across multiple lines of business, locations, and channels for in-house and outsourced teams to provide ongoing insight to business stakeholders and leadership team in making effective, data-driven decisions
• Able to balance quantitative and qualitative metrics to provide holistic benchmarking of agent performance
• Supports Workforce Optimization priorities – right people, right time/place, right count, with the right skills. Provide creative and proactive analytics to support customer initiatives and strategies
• Track, address, and escalate interrupted work (including system issues) while reporting any significant developments and providing reallocation recommendations to leadership
• Review and analyze customer and sales data from data visualization tools (such as Looker) to deliver customer insights and recommendations
• Execute complex ad-hoc special projects and analysis as the need arises

Preferred Qualifications

Google analytics background a plus

Benefits

• Comprehensive health plans* – 100% of premiums covered for employees & 88% of dependent  premiums for US employees
• Flexible Time Off for Exempt Employees/Generous PTO plan for Non-Exempt Employees – Take time to rest, relax and explore! Plus we offer Summer Fridays!
• 401k, Company ownership in the form of RSU’s & ESPP Program
• Medical and retirement benefits vary by Country