Smartsheet is seeking change agents to join our Technical Support Workforce Management (WFM) Team as a Support Global Planning Analyst. You have a broad understanding of the Workforce Management functions and principles and a proven working knowledge of capacity planning, forecasting, scheduling, and real-time management methodologies in a contact center setting. You will play a crucial role in optimizing workforce operations which requires a balance of analytical skills, attention to details, and a dynamic mindset to enhance workforce efficiency and customer satisfaction in a contact center environment.
You will report to the Senior Manager, Workforce & Vendor Management. This position is fully remote eligible, with the expectation of reporting to the Costa Rica office as appropriate.
You Will:
- Help with the administration of our WFM software/solution to ensure smooth processes for forecasting, scheduling and real-time monitoring.
- Utilize our WFM software/solution to generate forecasts and staffing requirements.
- Collect, maintain, and analyze historical data from multiple sources to aid forecasting needs e.g. Salesforce, Tableau, Service Cloud Voice, Smartsheet
- Generate and continuously assess and adjust forecasts along with underlying assumptions to improve forecast and staffing accuracy.
- Generate regular and ad-hoc reports on various key performance indicators (KPIs) and metrics related to Workforce Management e.g. forecast accuracy, staffing accuracy, service levels, efficiency metrics.
- Perform deep dive and trend analysis to uncover opportunities and provide recommendations for improvement.
- Make informed and effective decisions using data to enhance workforce efficiency and help ensure we have the appropriate staffing with the right skills at the right time.
- Assist with long term forecasting up to full fiscal year in a global environment to determine future headcount requirements used for hiring decisions within the Technical Support Organization.
- Work with Vendor manager and vendor counterparts to align with headcount requirements.
- Generate short term forecasts weekly for up to 8 weeks to generate intraday, daily, weekly and monthly staffing requirements in a multi-channel environment i.e call, web, and chat.
- Maintain a weekly capacity plan file to track requirement, active headcount, hiring, attrition, and shrinkage trends by forecast group and teams (i.e. PODs).
- Help achieve operational SLA goals through accurate workload forecasting and staffing allocation and continuous monitoring of contact center performance.
- Work closely with the scheduling and real-time analysts to ensure planned staffing requirements are met when schedules are generated and help come up with mitigation strategies to manage planned/unplanned staffing gaps.
- Conduct regular meetings with Service Delivery managers focused on Capacity Plan, Forecast, and Staffing outlook and past performance reviews.
- Help create and maintain our playbook and other documented processes.
- Perform other WFM related duties as assigned
You Have:
- 2+ years of WFM forecasting experience supporting global contact center operations, preferably from a Technical Support industry.
- Understanding of the Workforce Management functions and principles and a proven working knowledge of capacity planning, forecasting, and scheduling methodologies in a contact center setting
- Working knowledge of capacity planning, forecasting, scheduling, and real-time management methodologies and metrics.
- Proficiency in forecasting and schedule creation to meet forecast requirements using a Workforce Management solution e.g. Playvox, IEX, Verint, Alvaria (Aspect). Experience in Playvox is a plus.
- Strong analytical skills for analyzing and interpreting data and making informed decisions to optimize forecasts and required staffing.
- Strong organizational and time management skills in balancing workload and delivering required output in a timely manner.
- Strong problem-solving skills to initiate and execute (creative) problem-solving techniques in systems, procedures, reports, or analysis.
- Ability and willingness to accept ownership of problems/concerns and see them through to resolution.
- Attention to detail to detect anomalies, spot trends, and ensure data integrity.
- Customer focus to understand customer needs and align planning strategy to meet those needs.
- Proficient to Expert knowledge in Google Workspace and/or MS Office..
- Ability to learn Smartsheet as a work management tool. Experience in Smartsheet is a plus.
- Positive attitude and a team player to build strong relationships and contribute to effective collaboration within and across teams.
- Effective communication and comprehension skills in English for collaboration and clear and concise communication of insights, recommendations, and updates related to WFM.
- Ability to adapt to a fast-paced environment and be agile in executing needed changes as required.
- Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds either in person or remotely.
- Ability to work with vendor counterparts.
- Ability to adapt and exemplify the Smartsheet Way and Core Competencies.
- Flexible working hours to cover all times for support if needed in a 24x7 environment. Main working hours will fall during key business hours but flexibility in schedule may be needed for coverage support.
Perks & Benefits:
- Fully paid Health & Life insurance for full-time employees and family members
- Equity - Restricted Stock Units (RSUs) for eligible roles
- Monthly stipend to support your work and productivity
- Asociacion Solidarista with employee and employer contributions as well as potential alliances with entities such as universities, gyms, etc.
- 12 days paid Vacation + Flexible Time Away Program
- 20 weeks fully paid Maternity Leave
- 12 weeks fully paid Paternity/Adoption Leave
- Personal paid Volunteer Day to support our community
- Opportunities for professional growth and development including access to LinkedIn Learning online courses
- Company Funded Perks including a counseling membership and your own personal Smartsheet account
- Teleworking options from any registered location in Costa Rica (role specific)
Get to Know Us:
At Smartsheet, we’ve created a place where everyone is welcome — people from all over the world, all backgrounds, all ages, all colors, and all beliefs working side by side. Here, everyone can make a difference and empower others to do the same. You’re encouraged to apply even if your experience doesn’t precisely match our job description—if your career path has been nontraditional, that will set you apart. At Smartsheet, we empower everyone, everywhere to change the way the world works—join us!
Equal Opportunity Employer:
Smartsheet is an Equal Opportunity Employer committed to fostering an inclusive environment with the best employees. We provide employment opportunities without regard to any legally protected status in accordance with applicable laws in the US, UK, Australia, Japan, Costa Rica, and Germany. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.
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