Khoros is actively hiring a skilled Workforce Analyst to join our dynamic team. We seek an individual with a strong analytical mindset and the ability to optimize staffing levels, forecast workloads, and drive operational efficiency. The ideal candidate will possess excellent communication skills and be proficient in workforce management tools. Join us at Khoros and contribute to our success in delivering exceptional customer experiences. Apply now! Reviews on job satisfaction and salary can be found on Glassdoor or AmbitionBox.
Workforce Analyst (2+ yrs.)
Company Name : Khoros
Job Location : Bangalore, KA, India
Job Title : Workforce Analyst
Education : Bachelor’s degree
Experience : 2+ years
Job Description :
♦ Leverage historical case data from synchronous (phone/chat) and asynchronous (email/social messaging) contacts to build the arrival data needed for for forecasting
♦ Create forecasts based on expected events including seasonality and product releases, and unexpected events, such as outages, illness, and other disruptions.
♦ Build resilient staffing plans from the forecasts that ensure customers receive exceptional speed of service and timely resolution of their issues.
♦ Optimize schedules to ensure compliance with company guidelines for paid time off, team meetings, coaching sessions, 1:1 meetings, training sessions, and other factors
♦ Explore new/innovative ways to provide outstanding support while providing flexibility to the support agents, including 4×10 shifts, part-time work, and other options
♦ Collaborate effectively with the Technical Support team leaders, Technical Account Managers, Product team and Engineering team to share case and support data
♦ Work closely with Khoros’ Salesforce, Workday, Reporting and Product teams to ensure integrations deliver timely and accurate data to and from the WFM system
♦ Create and deliver daily, weekly and monthly reporting to operational leaders to understand historical and projected performance based on actual/expected staffing, contact volume, and contact duration data
♦ Work on multiple projects concurrently, monitoring activity, progress, and time related to project development
Requirements & Skills :
♦ Bachelor’s degree in Mathematics, Business, Economics, Operations, or equivalent practical experience
♦ 2-4 years experience working as a workforce analyst/manager for technical support, customer services or sales contact centers
♦ Experience working with Salesforce for case management
♦ Outstanding Excel/Google Sheets analytical skills
♦ Proficiency using market leading workforce management tools such as Assembled, Playvox, NICE, Verint or Calabrio (Assembled preferred)
♦ Experience working with geographically distributed teams
♦ Experience scheduling teams who primarily leverage chat, email, social media, or other written forms of communication (voice is a very small portion of our support environment)
♦ Exceptional English written skills with advanced grammar knowledge
♦ Strong ability to prioritize, demonstrate time management, adhere to deadlines and work collaboratively with multi-disciplinary teams
How to Apply :
You can apply in online mode for this post.
Khoros LLC is a software company that specializes in digital customer engagement. Their platform allows businesses to manage their social media, messaging, and online communities all in one place. With Khoros, companies can create personalized experiences for their customers, build brand loyalty, and drive business results. Founded in 2012, Khoros has grown into a global company with offices around the world and a diverse range of clients spanning industries such as retail, telecommunications, and healthcare.