Workforce Management, Forecast Analyst

SimpliSafe is a leading innovator in the home security industry with one mission: to make every home secure.

We believe in democratizing home safety. As our co-founder Chad Laurans aptly put it, “you shouldn’t have to ask for permission to secure your home. You should be able to do it yourself.”

SimpliSafe protects over 3 million Americans and we’re growing at a rapid pace. We pride ourselves in being daring innovators, humble cooperators, and data-driven thinkers. We go wherever the best idea leads us, work selflessly to get the best outcomes for our customers, and constantly analyze & reevaluate our efforts.

SimpliSafe has a range of opportunities for like-minded individuals, from our US and UK corporate offices to our warehouses and customer service centers.

WFM Forecast Analyst is responsible for creating and influencing staffing recommendations for internal and vendor staffed resources to ensure both service level and key performance indicators are achieved on a weekly, daily  & interval level basis. Other responsibilities will include operational, procedural, and data analysis requests to achieve service level objectives, improve efficiencies, and deliver exceptional customer experiences. This role location is flexible with the potential of being permanently remote.

Job Description

Do you enjoy solving problems with data and teamwork to deliver great experiences for customers and contact center agents? Identifying and visualizing trends to make things run easier and smoother? Then you might be interested in joining my team!   

This person will provide departmental support including but not limited to;

  • Use new NICE IEX Workforce Management to generate staff requirements, identify and close staffing risks with internal and partner contact center staff 
    • Analyze intraweek & intraday call arrival, handle times, and off-phone time patterns to identify future risk, identify patterns and dynamics and then recommend and influence mitigation actions
    • Create and monitor daily staffing plans that address anticipated demand needs to achieve service levels while forecasting for agent flexibility 
    • Preschedule off-phone time to support business, management, and agent needs
  • Collaborate and facilitate cross-functional meetings with internal operations and outsource partners to 
    • Raise issues regarding Staffing, Call Volume/Abandonment, and Agent Productivity/Performance
    • Understand recent performance and address upcoming needs
    • Create tools and insightful reports to identify outliers across multiple metrics
    • Evaluate performance across sites and facilitate best practices
    • Reduce friction by educating frontline leaders on how to best leverage NICE IEX tool 
  • Intra-team collaboration with manager to 
    • Develop new scalable processes, policies, and tools
    • Share best practices and grow together
    • Build strategic and effective solutions to solve staffing crisis and challenges, especially during seasonality trends and impacts to supply and demand

Job Requirements

The following are required for this position;

  • 1+ years experience with a WFM Platform such as Genesys, Aspect, NICE, and/or experience identifying and analyzing trends
  • Strong analytical skills, super-curious to dive into trends individually and collaboratively
  • Work collaboratively within a team and across departments, and maintain a positive attitude
  • Prioritize workload to handle multiple projects with intentional stakeholder management
  • Strong interpersonal skills, presentation/facilitation skills, and ability to work productively with all levels
  • Make sound judgment calls displaying a heightened level of accountability, a sense of responsibility, confidentiality and professionalism
  • Work collaboratively within a team and across departments, and maintain a positive attitude
  • Strong proficiency with Microsoft Office (Excel, Word, PowerPoint) and Google Suite

The following are ideal for this position 

  • Experience with NICE workforce platform
  • Experience in and/or supporting contact centers

If based in VA, must be eligible for certification as an electronic security employee, which requires submitting your fingerprints to the Virginia Department of Criminal Justice Services (DCJS) for use in conducting a national criminal records search and a Virginia criminal history search and final certification approval from DCJS.

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