Peloton is looking for a highly organized and detail-oriented individual to join our team as a Workforce Management Analyst as a part of the Global Member Support (GMS) Planning team located in Plano, TX reporting to the Sr. Manager of Workforce Management. Peloton is a fast-paced, innovative, and metric-driven company with a team passionate about delighting our members. Within the Global Member Support organization, we are maniacal about ensuring a delightful member experience and optimizing our cost structure.
You will be responsible for ensuring the efficient and effective use of resources in a contact center environment. This role involves forecast, workload, staffing analytics, evaluating capacity and coverage and analyzing data to optimize workforce utilization. The analyst collaborates with Global Member Support operations teams and the Workforce Management team to ensure service level agreements (SLAs) are met while maintaining an awareness of cost to budget balance.
The ideal candidate for this role has excellent organizational and communication skills, is able to work independently in a fast-paced environment, and has experience in workforce management analytics and reporting. You must be able to prioritize and multitask, as well as have the ability to work with a diverse team across multiple partners and locations.
YOUR DAILY IMPACT AT PELOTON
● Develop accurate short-term workload forecasts based on historical data, trends, and business needs and maintain them in the Workforce Management system
● Analyze contact volume patterns, channel mix, contact drivers shrink, and other factors to predict staffing requirements and associated adjustments for both internal and external teams
● Provide recommendations to leadership for resource adjustments to align with business goals
● Maintain requirements reporting templates for partner groups on staffing and headcount in collaboration with the Workforce Management Capacity Planner & Manager
● Maintain daily, weekly and monthly reports around staffing requirements and actuals for multiple locations and stakeholders
● Provide insight on pattern changes to meet service levels while considering resource availability and operational requirements
● Compile, analyze, and present workforce metrics and performance data to stakeholders
● Track and report intraday performance, ensuring alignment with forecasts and SLAs
● Identify trends, gaps, and opportunities for operational improvements
● Generate reports on key performance indicators (KPIs), such as occupancy, adherence, and efficiency
● Maintain reports on schedule adherence, and workforce efficiency
YOU BRING TO PELOTON
● 4+ years of contact center experience in a Workforce Management function, preferably with 2+ years of experience in Workforce Management analytics in a contact center environment
● Extensive experience creating Microsoft Excel or Google Sheets reports and templates
● Knowledge of WFM KPIs and metrics and what drives them in a contact center (occupancy vs. utilization, shrink, SLA, AHT, arrival pattern, Erlang, etc.)
● Ability to prioritize workload, meet deadlines, and perform multiple tasks with attention to detail
● Strong problem solving, organizational and analytical skills
● Organized with the ability to quickly and effectively adapt to change
● Experience with WFM, CRM, and reporting platforms, bonus points for NICE/IEX, Looker and Salesforce
● Self-starter able to work
ABOUT PELOTON:
Peloton (NASDAQ: PTON) provides Members with expert instruction, and world class content to create impactful and entertaining workout experiences for anyone, anywhere and at any stage in their fitness journey. At home, outdoors, traveling, or at the gym, Peloton brings together innovative hardware, distinctive software, and exclusive content. Founded in 2012 and headquartered in New York City, Peloton has millions of Members across the US, UK, Canada, Germany, Australia, and Austria. For more information, visit www.onepeloton.com.
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