Hims & Hers Health, Inc. (better known as Hims & Hers) is a multi-specialty telehealth platform building a virtual front door to the healthcare system. Hims & Hers connects consumers to licensed healthcare professionals, enabling people to access high-quality medical care—from wherever is most convenient—for numerous conditions related to primary care, mental health, sexual health, skincare, and more. Launched in November 2017, the platform also offers thoughtfully created and curated health and wellness products. With products and services available across all 50 states and Washington, D.C., Hims & Hers’ mission is to make it easier for all Americans to access affordable care and treatment for conditions that impact their daily lives. In January 2021, the company was listed on the NYSE at an initial valuation of $1.6 billion and is traded under the ticker symbol “HIMS”. To learn more about our brand and offerings, you can visit forhims.com and forhers.com.

This position will be responsible for analyzing and reporting key factors driving staffing, scheduling, and forecasting inbound customer contacts in an omnichannel environment across multiple time zones and customer arrival patterns. The selected candidate will create and maintain reports allowing them to make data-based decisions to present their information to key stakeholders. Strong analytical skills and the ability to work independently are essential for this function. Candidates must be proactive in determining long and short-term staffing needs to achieve business service levels through analyzing past trends, forecasting future volumes, and creating a plan to allocate resources.

Responsibilities:

• Forecast contact volumes and contact rate over our five channels of customer contact 
• Analyze and determine the best time to conduct off-line activities while maintaining service levels
• Provide daily and/or intraday results and plans for current and future days. Document and recommend improvements of workforce management processes
• Generate and provide associate schedules and participate in the creation and implementation of new scheduling strategies/optimization. 
• Manage intra-day staffing adjustments based on contact volume or absenteeism
• Design schedules for new hires as well as tenured staff, ensuring schedules match the arrival patterns of customer inquiries. 
• Update schedules in our WFM software
• Provide detailed analysis and recommendations for staffing levels during seasonal variances in volume
• Proactively provide both high level reporting for executives and detailed reporting for the CX team daily, weekly, and monthly.
• Experience/Skills:
• Minimum of 2 years of dedicated WFM analyst experience 
• Bachelor degree or equivalent, with analytics focused degree preferred
• Ability to analyze data and make staffing-level decisions
• Expert knowledge of scheduling and forecasting in a large multi-contact center environment
• Prior experience working with BPOs preferred
• Experience working with WFM software - prior work with Assembled preferred
• Knowledge of Google Suite of products preferred
• Highly organized and self-directed

Hims is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Hims considers all qualified applicants in accordance with the San Francisco Fair Chance Ordinance.