Customer Experience Workforce Analyst
We’re looking for a talented analyst to take charge of the short-term forecasting, staffing, and data management needs of multiple departments, with the purpose of optimizing resources to achieve our business objectives.
The primary functions of this role will be to optimize staffing to maximize service levels, work with the leadership and our operations team to identify service gaps and provide solutions. This is a data forward role, this person responsible for the creation and distribution of performance reports to executive stakeholders, track and recommend ways to optimize occupancy, reduce average handle time, improve schedule adherence, minimize attendance infractions, and improve agent productivity.
Responsibilities
- Develop and implement standardized best practices across all workforce functional areas including capacity planning, forecasting, and scheduling
- Analyze historical trends and arrival patterns in order to develop volume and staffing projections for all interaction types
- Manage the back-end administration for WFM system Agyle Time and identify any gaps in our forecasting engine
- Communicate dependencies and risks for scheduling and service levels in a clear, concise manner, and manage and track exceptions; proactively create stakeholder communication outlining root causes for missed service levels when necessary
- “Dig for data” using in-house tools as well as Looker
Requirements
- 2+ years of workforce planning
- Experience across multiple workforce management disciplines: daily/monthly forecasting, scheduling, optimization of workforce within contact center environment, data reporting, and capacity planning
- Background in capacity planning and headcount planning for contact centers
- Adept understanding of data visualization tools (Looker preferred, but not required)
- Basic knowledge of SQL
- Fluent in Excel formulas and Erlang calculations
- Experience with workforce management software, (Agyle Time preferred but not required)
- Strong communication and organizational skills, and the ability to explain complex processes in layman's terms
Lemonade is a licensed insurance carrier offering renters, homeowners, car, pet, and life insurance in the United States, contents and liability insurance in Germany and the Netherlands, and renters insurance in France. We’re powered by artificial intelligence and behavioral economics, and driven by social good.
A Certified B-Corp, Lemonade donates unused premiums to nonprofits selected by its community as part of our annual Giveback program. We incorporate our values into everything we do—from our business model to our office culture.
Lemonade is an equal opportunity employer committed to diversity and inclusivity. We never discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. If you require reasonable accommodations due to religious beliefs, pregnancy, or disabilities, let us know at any time.
As a certified B-corp, Lemonade is committed to pursuing social and environmental efforts. We do this in a variety of ways, from providing sponsored opportunities for our employees to give back to their community, to partnerships with organizations that enable our team to autonomously contribute their time to causes they care about.