The WFM Data Analyst is vital in ensuring that we have the best possible workforce analytics to ensure that Customer Service is optimized to help Hopper’s customers. We’re looking for a data-savvy individual to join our Workforce Management team. Their mission will be to support Hopper’s Service Delivery Teams to successfully meet its performance targets while optimizing the utilization of people resources to ensure scalable customer satisfaction.

Minimum Qualifications

• • • 3+ years working with data (i.e., quantitative analysis experience, including handling, manipulating, and analyzing data and creating analytical reports).
    • Advanced SQL skills for acquiring and transforming data.
    • Experience in developing, maintaining, and managing Tableau-driven dashboards & analytics.
    • Proven ability to communicate complex technical work to a non-technical audience.
    • Excellent communication and people skills – listening, written, and spoken.
    • You work easily with diverse teams and optimize communication when working with people at all levels with varying styles.
    • You know how to share your opinions clearly, thoughtfully, and with empathy.
    • Enthusiasm and curiosity for conducting research, driving performance targets, understanding business drivers, and answering complex operational challenges with data.
    • Ability to react quickly to changing business needs with agility, grace, and clarity.
    • Provide inputs (data analysis, reporting, productivity, budget & operational forecasts) to operational leadership to make sound decisions regarding structuring topics: recruitment, organization, and scheduling.
    • Build and maintain a reliable and detailed forecast capacity model for live chat, email, and phone support.
    • Build different scenarios for expected volume with consideration for utilization, efficiency, and productivity.
    • Factor changes in capacity planning models and evaluates the real-world impact of addition/reduction of FTE requirements.
    • Work with key stakeholders across a fast-paced, collaborative environment.
    • Experiment: we are an adventurous bunch so expect that anything and everything can change!

A perfect candidate has