We're looking to hire a Senior Manager of Workforce Planning and Analytics to work out of our office in Orlando. This person will be responsible for leading workforce management for SquareTrade’s network of contact centers and use statistical solutions to tackle complex business challenges.
This role leads the strategy for all forecasting and staff planning and requires knowledge and experience with advanced long-range forecasting, strategic planning and development. It helps report and communicate key performance indicators in support of contact center operations, ad-hoc analyses, and special projects. As a leader, this person coaches and develops their team to create best-in-class leadership and capabilities.
This role also builds an analytics culture by communicating the value of analytics to the broader Customer Experience (CX) org and builds a network of analytics tools and capability across the organization. It drives robust analyses and gleans insights from the reporting and communicates these insights to CX leaders to drive action planning