Workforce Planning Expert

hace 1 semana


Xico, México Etsy A tiempo completo

Company Overview

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Etsy is a global marketplace for unique and creative goods. As a company, we aim to connect millions of entrepreneurs with buyers worldwide.

Salary

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The estimated salary for this role is $85,000 - $115,000 per year, based on national averages and industry standards.

Job Description

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This Workforce Planning Expert will create and manage systems to meet service level targets, track the workforce, and provide visibility for internal stakeholders into staffing coverage by channel and topic area.

The ideal candidate will have 3+ years of workforce management/contact center experience, strong quantitative and analytical skills, fluency in both English and Spanish, and excellent interpersonal skills.

Required Skills and Qualifications

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  • ">
  • Workforce management/contact center experience">
  • Strong quantitative and analytical skills">
  • Fluency in both English and Spanish">
  • Excellent interpersonal skills">
  • Experience with Workforce Management tools or scheduling/analytical software">
  • Advanced Excel and/or GSuites skills">
  • Experience with Looker or similar BI tools">

Benefits

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Etsy offers a competitive benefits package, including an equity package, an annual performance bonus, and flexible work arrangements to meet the variety of needs and preferences of our team members.

What You'll Do

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  1. ">
  2. Deliver insights on SLA and productivity performance trends and opportunity areas to team members and organizational stakeholders">
  3. Monitor hourly, daily, and weekly SLA and productivity performance trends and identify areas of opportunity">
  4. Manage daily service levels through the analysis of intraday and historical performance">
  5. Create/improve processes, systems, and tools for workforce planning, such as standardizing data and reporting, implementing organizational planning and design tools, creating headcount management processes, ensuring line of sight on headcount and resourcing decisions, managing relationships for workforce tools">
  6. Manage Looker dashboards and create reports to deliver insights as needed">
  7. Work cross-functionally to assist leadership in translating our business strategy into a strategic workforce and headcount plan">
  8. Assist workforce leadership in reviewing monthly, quarterly, and annual budgets that account for forecasted volume and staffing needs, optimizing resources and identifying trade-offs">
  9. Shared responsibility for Partner RTA Program Team Management and SOP building">


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