About the team 

The Customer Service team at StockX delivers extraordinary customer service that creates effortless experiences. Through our service, we build an engaged and loyal StockX community. We work in a face-paced environment where we tear down walls to help our customers, and we find solutions, not excuses. Our success is focused on 3 areas: the Customer, the team member, and the Company. Serving our customers is our core, and we help drive a customer-centric culture. If you love serving others, have a passion for current culture, thrive in a face-paced environment, and embrace diversity and inclusion, StockX Customer Service may be the place for you!

About the role

As a Workforce Analyst in Customer Service you’ll be an integral member of an exciting, hyper growth company as we continue to expand our service globally. If you enjoy working in a start-up culture, where ambiguity inspires your creativity, StockX may be the place for you! The Workforce Analyst will play a crucial role in helping build out the workforce management processes, analyze a vast amount of data, and make actionable recommendations for Customer Service. This role will develop contact forecasts, both long and short term to help guide staffing decisions, as well as develop schedules to balance our customer and employee needs.

What you will do 

• Develop short and long term forecasts for contacts and workload demand. 
• Generate schedules and allocate offline time by time of day and day of week. 
• Evaluating business processes, anticipating requirements, uncovering areas of improvement, and developing and implementing solutions.
• Gather data, clean, analyze, filter, aggregate to reports and provide insights.
• Work with the Customer Service team to develop the right management information. 
• Work with BI Developers to make dashboards.
• Leading ongoing reviews of business processes and developing optimization strategies.

About you 

• Minimum of 3 years of experience in workforce management and/or forecasting. 
• Minimum of 2 years of experience in data analysis, business metrics, or a related field.
• Ability to effectively communicate your ideas and influence outcomes. 
• Advanced subject matter knowledge in data and workforce analysis.
• Analytical, organizational, problem solving and critical thinking skills.
• Advanced proficiency in Excel or Google Sheets including creating spreadsheets, complex formulas, pivot tables, macros, etc.
• Basic statistical knowledge and usage to drive business decisions.
• Experience with Calabrio Workforce Management a plus.