Senior Workforce Management Analyst
Docusign
full-time
Posted on:
Location Type: Remote
Location: Brazil
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Job Level
About the role
- Administer skilling and queue assignments in the WFM platform
- Maintain and run daily/weekly scheduling tasks
- 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
- Execute real-time management processes
- Develop and execute forecasting and demand planning models
Requirements
- 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)
- Developed ability to frame business problems, complete analyses to inform solutions, and communicate insights
- Excellent verbal and written communication skills with the ability to engage stakeholders at all levels, and across multiple geographies.
- Availability to work US West Coast business hours (12:00-21:00 BRT).
Benefits
- Accommodation Docusign is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures.
- Health insurance.
- 401(k) matching.
- Flexible work hours.
- Paid time off.
- Remote work options.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
WFM experienceforecasting modelsdemand planning modelsdata analysisdata visualization
Soft skills
communication skillsstakeholder engagementcollaborationproblem framinganalytical skills