Workforce Planning Analyst, Customer Support



IT, Customer Service
United States
Posted on Saturday, May 4, 2024
Matterport, Inc. (Nasdaq: MTTR) is leading the digital transformation of the built world. Our groundbreaking spatial data platform turns buildings into property intelligence data to make nearly every space more valuable and accessible. Millions of buildings in more than 177 countries have been transformed into immersive Matterport digital twins to improve every part of the building lifecycle from planning, construction, and operations to documentation, appraisal and marketing. Learn more at matterport.com and browse a gallery of digital twins.
Visit our Matterport Comparably Profile to learn more about working at Matterport and the awards we have won for being a Great Place to Work!
About the Role:
Matterport is looking to hire a Workforce Planning Analyst tasked with overseeing all aspects of workforce management across various departments such as Customer Support, Sales, Sales Ops, and Finance, along with reporting on departmental KPIs. This person will collaborate closely with outsourced partner teams, managing capacity planning, scheduling, and real-time monitoring for the aforementioned departments. This role is perfect for a high potential candidate who is passionate about utilizing analytics to inform key departmental decisions and drive significant impact during Matterport's pivotal growth phase. The ideal candidate should thrive in a fast-paced environment, possess proficiency in handling complex data, excel at distilling actionable insights from intricate analysis, and exhibit strong collaborative skills.

What you will do:

  • Work closely with outsourced partner teams on all WFM components, overseeing capacity planning, scheduling, and real-time monitoring across all lines of business including Customer Support, Sales, Sales Ops, and Finance.
  • Build forecast volumes, calculate staffing needs, work with vendors on creating schedules, and monitor real-time adherence for efficient call center operations
  • Create and maintain real-time, historical, and custom reports and analyze trends in a timely manner to improve the efficiency and effectiveness of the Customer Support, Sales, Sales Ops, and Finance teams.
  • Create and maintain reports and self-service dashboards across multiple lines of business, locations, and channels for in-house and outsourced teams to provide ongoing insight to business stakeholders and leadership team in making effective, data-driven decisions
  • Able to balance quantitative and qualitative metrics to provide holistic benchmarking of agent performance.
  • Supports Workforce Optimization priorities – right people, right time/place, right count, with the right skills. Provide creative and proactive analytics to support customer initiatives and strategies.
  • Track, address, and escalate interrupted work (including system issues) while reporting any significant developments and providing reallocation recommendations to leadership.
  • Review and analyze customer and sales data from data visualization tools (such as Looker) to deliver customer insights and recommendations
  • Execute complex ad-hoc special projects and analysis as the need arises.

Who you are:

  • BA/BS degree preferred with a strong academic record.
  • Must possess strong analytical, strategic, decision-making and problem-solving skills
  • 4 - 7 years contact center workforce management experience
  • 2+ of business intelligence, data mining or analyst responsibilities
  • Exceptional problem-solving capabilities and superior analytical skills
  • Experience with Salesforce, Excel, and data analytics tools (Looker, Tableau) with proficiency in visualization and dashboards
  • Deep interest and aptitude in data, metrics, analysis and trends
  • Proven ability to multi-task and manage multiple projects
  • Ability to distill and present actionable information from complex analysis
  • Google analytics background a plus
  • We want to hear from you! We are looking to build the best team of people who will be empowered to do their best work. If you have what it takes, but don’t necessarily meet every bullet in the job description we encourage you to apply.
    The US base salary range for this full-time position is $51,200 to $88,000 and bonus + equity + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Perks & Benefits

  • Comprehensive health plans* – 100% of premiums covered for employees & 88% of dependent premiums for US employees
  • Flexible Time Off for Exempt Employees/Generous PTO plan for Non-Exempt Employees – Take time to rest, relax and explore! Plus we offer Summer Fridays!
  • 401k, Company ownership in the form of RSU’s & ESPP Program
  • Medical and retirement benefits vary by Country
  • For more detail visit www.matterport.com/careers
At Matterport, we don’t just accept differences, we celebrate them and recognize the value they bring to our customers and employees. Matterport is proud to be an equal opportunity workplace and works to create and support diversity at Matterport. Equal opportunity and consideration are afforded to all qualified applicants and employees. We won’t unlawfully discriminate on the basis of gender, identity or expression, race, ethnicity, religion, national origin, age, sex, marital status, physical or mental disability, veteran status, sexual orientation, and any other category protected by law. We are committed to providing employees with a work environment that provides a sense of inclusion and belonging and is free of discrimination and harassment. We also consider all qualified candidates regardless of criminal histories, consistent with legal requirements.
Matterport is likewise committed to working with and providing reasonable accommodation to all qualified applicants and employees with disabilities in accordance with the American Disabilities Act
For more information regarding how Matterport collects and uses personal information, please review our Privacy Policies. https://matterport.com/privacy-policy