What are the responsibilities and job description for the Sr. Workforce Management Analyst position at Docusign?
Company Overview
Docusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify people’s lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now, these were disconnected from business systems of record, costing businesses time, money, and opportunity. Using Docusign’s Intelligent Agreement Management platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM).
What you'll do
The Sr. Analyst, Workforce Management (WFM) is a strategic thinker with strong analytical skills, who is responsible for ensuring we are staffing the right Customer Support Experts at the right place and time. This critical task ensures we balance the employee and customer experience and operate efficiently. The Senior Analyst will define, develop, and execute effective labor management strategies. These strategies will span forecasting, demand planning, capacity planning, scheduling, real-time management, and reporting.
This position is an individual contributor role reporting to the Principal Strategic Operations and Quality Manager.
Responsibility
Develop and execute forecasting and demand planning models
Administer skilling and queue assignments in the WFM platform
Execute real-time management processes
Maintain and run daily/weekly scheduling tasks
Quickly identify abnormalities in volume, system performance, or individual activity and raise those to stakeholders until resolution
Gain consensus with key customer stakeholders
Measure the results of executed strategies to determine their efficacy
Identify resource requirements and dependencies and address gaps
Collaborate and communicate with our operations partners to ensure alignment on plans
Job Designation
Hybrid: Employee divides their time between in-office and remote work. Access to an office location is required. (Frequency: Minimum 2 days per week; may vary by team but will be weekly in-office expectation)
Positions at Docusign are assigned a job designation of either In Office, Hybrid or Remote and are specific to the role/job. Preferred job designations are not guaranteed when changing positions within Docusign. Docusign reserves the right to change a position's job designation depending on business needs and as permitted by local law.
What you bring
Basic
- BS/BA degree or equivalent work experience
- 5 years of WFM experience
- Experience with Salesforce, Google Sheets, and WFM tools (e.g. Genesys)
- Experience using data visualization tools e.g., Salesforce CRM Analytics
Preferred
- Experience with Genesys WFM
- Experience with Jira and Confluence
- Developed ability to frame business problems, complete analyses to inform solutions, and communicate insights with a bias to action
- High degree of intellectual curiosity and self-confidence
- Excellent verbal and written communication skills with the ability to engage stakeholders at all levels, and across multiple geographies
Life at DocuSign
Working here
Docusign is committed to building trust and making the world more agreeable for our employees, customers and the communities in which we live and work. You can count on us to listen, be honest, and try our best to do what’s right, every day. At Docusign, everything is equal.
We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better than we found it. And for that, you’ll be loved by us, our customers, and the world in which we live.
Accommodation
Docusign is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need such an accommodation, or a religious accommodation, during the application process, please contact us at accommodations@docusign.com.
If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at taops@docusign.com for assistance.
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