Sr. Workforce Analyst
LegalZoom
Description
About LegalZoom
In an effort to foster a better work-life balance, LegalZoom is committed to a remote-first work environment. Our Austin, Beaverton, Frisco, LA Metro, and SF Bay Area offices allow our Zoomers to collaborate with teammates and offer special onsite events, lunches, and more.
Overview
You will
- Work on complex assignments requiring initiative and independent judgment, leveraging analytical skills and industry expertise to drive continuous improvement and achieve business objectives.
- Excellent oral and written communication skills with the ability to communicate complex ideas clearly and effectively to diverse stakeholders, including colleagues, management, external partners, and outside agencies.
- Develop and maintain a comprehensive forecasting and scheduling models, using Workforce Management tools to forecast volume & create staffing schedules that align with service level targets and operational requirements.
- Provide long-term forecasts to management and product owners in support of future strategic initiatives
- Generate detailed reports on call center, team and agent metrics, providing actionable insights to drive performance improvement through operational efficiency.
- Manage/maintain reporting database to ensure accuracy
- Develop and maintain metric reporting for BPO operations, collaborating closely with BPO partners to align staffing levels with contact center demand and service level objectives.
- Collaborate with BPO partners to optimize workforce management strategies and ensure efficient staffing allocation to meet operational requirements and client expectations.
- Coordinate or direct the work activities of other personnel, providing guidance and support to ensure alignment with departmental goals and objectives.
- Own complex processes, overseeing end-to-end management and implementation to drive efficiency and effectiveness.
- Serve as a mentor to junior team members, providing guidance, expertise and occasional training to support their professional development and growth within the organization
- Perform any other related duties as required or assigned
You have
- 3-5 years of experience in Workforce Management, preferably in contact centers with at least 100 employees
- Tableau experience
- Leadership mentality demonstrating the ability to lead and motivate teams, while also fostering a collaborative and inclusive work environment that values teamwork and cooperation
- Demonstrated strong analytical skills
- Ability and willingness to learn new software applications
- Skills in complex problem solving, judgment, critical thinking and decision making
- Highly organized with a keen emphasis on accuracy and timeliness in all work activities, including the ability to prioritize tasks effectively and manage multiple projects simultaneously
- Ability to work independently with minimal supervision and collaboratively in a team environment, often under time constraints and while managing multiple tasks simultaneously
- Experience interpreting raw data and creating reports
- Willingness to work occasional evenings and weekends as needed
- Experience with BPO oversight
- Experience with Forecasting, Capacity Planning, and Report Creating and Design preferred
- Experience with Snowflake, SQL, Data Mining, and Excel proficiency preferred
LegalZoom is a remote-first company and the national range for this role is ($54,000 - $78,750). Actual compensation offered will depend on several factors including but not limited to: geographic location, work experience, education, skill level, and/or other business and organizational needs. In addition, an annual bonus, incentive bonus and/or restricted stock units may be provided as part of the compensation package. You will also receive a full range of medical, financial, and other benefits as seen below.
● Medical, Dental, Vision Insurance
● 401k, With Matching Contributions
● Paid Time Off
● Health Savings Account (HSA)
● Flexible Spending Account (FSA)
● Short-Term/Long-Term Disability Insurance
● Plus other wellness benefits to include:
○ Fertility
○ Mental Health
○ One Medical
○ Fringe lifestyle benefits up to $250
Join us in making a difference as we build our future and help ensure access to professional legal advice to all! LegalZoom is an equal opportunity employer, dedicated to diversity, equality, and inclusion, and provides equal employment opportunities to all employees and applicants for employment. LegalZoom prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.