Job Type: Full-Time Overview:We're SmileDirectClub, and we believe everyone deserves a smile they'll love. We also believe that you deserve a job you'll love. Good thing you found us, and we found you. At SmileDirectClub, we're all about empowering transformation. We want people to become more confident in how they look, how they feel, and how they think. So we're spreading smiles and positivity all over the country.It's no small task. That's why we're looking for energetic, passionate, and confident team members who can help turn frowns, into life-changing grins. Are you up for it?**Responsibilities**:**Responsibilities**:- Maintains an optimal 12-month rolling capacity plan to support contact center staffing needs, hiring and budget projections.- Participate in weekly/monthly meetings focused on reviewing forecasts, capacity planning, shrinkage review, KPI results, etc. throughout all levels of leadership- Possess strong communication and presentation skills as you will meet with all levels of leadership to discuss potential outcomes- Be responsible for updating and maintaining statistical info into WFM modeling software- Drive operational efficiency within customer success with creative data driven solutions and initiatives- Research and quantify enterprise initiatives that impact customer experience and servicing- Improve our understanding of organizational performance by providing post analysis on prior days/weeks to determine key drivers and impacts as well as actions to mitigate future risk- Monitor and adjust staffing, schedules, and activities to ensure proper servicing metrics are achieved- Work with multiple locations within Calabrio workforce tool and WFM platforms/reporting tools- Complete and manage capacity analysis across all existing products and new programs.- Partner with Finance team, for budget projections recommendations and incorporation into Capacity Model.- Perform other ad hoc analysis and duties as requiredQualifications:**It will really make us smile if you have**:- Advanced Excel (can perform complex functions) and/or BI skills and ability to build logical forecast models.- 3+ years of WFM, Business, Financial or Data analytical experience.- Prior experience with Workforce Management tools (Aspect, Calabrio, etc. preferred), or experience with scheduling or analytical software.- Intellectual curiosity and experience in demand modeling.- In-depth knowledge of call center statistics and technology.- Experience with statistical forecasting models, such as time series and regression analysis.- Associate degree or an equivalent combination of education and experience- Strategic planning, problem solving, analytical skills and the ability to balance multiple tasks simultaneously- Excellent interpersonal skills and integrity with strong customer service skills**Preferred**- College degree with a major in analytical or technical field- Working knowledge in SQL, Looker, and other BI and modeling tools.- Calabrio workforce tool knowledge it's a plus.Company Profile:SmileDirectClub was founded on a simple belief: everyone deserves a smile they love. The Company is the first digital brand for straightening your smile, created after the realization that recent trends in 3D printing and telehealth could bring about disruptive change to the invisible aligner market by matching licensed professionals, a quality clear-aligner product, and customers together. By leveraging proprietary, cutting-edge technology, SmileDirectClub, LLC-affiliated dentists are providing greater access of care to consumers who couldn't otherwise afford orthodontic treatment to get a better smile.- What is SmileDirectClub? Link here.- What are our customers saying? Link here.- What is a SmileShop? Link here.- What is our culture like? Link here.- How do we celebrate your team members? Link here.
