Smartsheet is seeking change agents to join our Support Operations - Workforce Management (WFM) Team as a **Workforce** **Analyst (Forecasting)**.
You have a broad understanding of the Workforce Management function and a proven working knowledge of forecasting, scheduling, and real-time management methodologies.
This important role will report to a Manager of Workforce Management and is based at Smartsheet Costa Rica.
This role is open to being 100% remote.
**You Will**:
- Assist with running long term and short term forecasts to generate daily, weekly, and monthly staffing requirements
- Assist with maintaining a staffing plan that meets operational and support delivery requirements by liaising with the scheduling team
- Help achieve operational service level targets on a monthly, weekly, daily, and intraday level through active monitoring of contact center performance
- Review and report on key operational metrics on a daily/weekly basis
- Communicate analysis on performance trends and areas of concern with key stakeholders and help implement corrective action plans as needed
- Collaborate with the WFM team members to mitigate performance impacts and improve processes
- Perform other duties as assigned
**You Have**:
- 3+ years of Workforce management experience supporting Contact Center operations
- Working knowledge of forecasting methodologies
- Experience in schedule creation to meet forecast requirements
- Proficient to Expert knowledge in Microsoft Excel and/or Google Sheet
- Excellent verbal and written communication and comprehension skills in English
- Ability to respond to changing environments and grow technically
- Ability 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
- 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
- Flexible working hours to cover all times for support if needed in a 24x7 global environment
- Flexibility in schedule may be needed for coverage support
**Perks & Benefits**:
- Fully paid Health & Life insurance for full-time employees and family members
- Monthly stipend to support your work and productivity
- 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)
**About Smartsheet**
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, 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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