Associate Analyst - Workforce Management

Taskrabbit will never use text or chat applications to conduct interviews. We have a thoughtful and interactive interview process that includes an initial recruiter phone screen and several video-based interviews with our hiring teams. Communications will always be conducted by taskrabbit.com domain names.

• Taskrabbit is a remote-first company with employees distributed across the US and EU
• 5 time Best Places to Work in 2022 by BuiltIn. Including Best Companies in SF, Best Mid-Sized Companies, and Best Benefits
• DataBird journal’s “Best Places” Best Companies for Diversity, #1 2019 and 2020
• DataBird journal’s “ Best Places” Best Companies for Women, #4 2019 and #1 2020

• Taskrabbit is a remote-first company. We value flexibility and choice but also stay committed to regular in-person connection.
• The People. You will be surrounded by some of the most talented, supportive, smart, and kind leaders and teams -- people you can be proud to work with!
• The Values. 
• Care Deeply. We take time to be present and partner with our team and communities. 
• Level Up. We navigate through ambiguity and go the extra mile.
• Be A Better Neighbor. We build a diverse and sustainable community and encourage all voices.
• Lead The Future Together. We value entrepreneurship and are inspired by action
• The diverse culture. We believe that we make better decisions when our workforce reflects the diversity of the communities in which we operate. Women make up half of our leadership team and our diversity representation is above that of the tech industry average
• The perks. Taskrabbit offers Medicover medical and dental insurance, Multisport, flexible time off with 2 company-wide closure weeks per year, stipends for wellness + productivity + education, in-store IKEA discount, reproductive health stipends, and more.

About the Role:

The Associate Analyst is responsible for helping to manage and ensure that service level agreements (SLA) for various customer facing lines of the business are met. This is a data-oriented role and also serves as a partner with leaders of the department to help understand the current workforce model, model the future growth and needs, and guide the workforce strategy. 

This role focuses on schedule performance, forecast accuracy, and making continuous adjustments and improvements based on information and data gained at regular intervals covering queue management. 

• Analyze daily contact volumes (via the various channels - voice, chat, email), attendance, and shrink, in order to optimize both daily and future schedules for queues
• Work closely with the operations team to analyze and help improve their adherence and processes
• Adjust daily forecasts derived from contact drivers to determine required staffing levels
• Administer queue management contingency action plans as deemed necessary and appropriate
• Make recommendations for adjusting staffing levels to meet departmental productivity goals
• Complete root-cause analysis to determine and quantify reasons for forecast variance and recommend changes to enhance forecast accuracy and effectiveness
• Produce daily, weekly, and monthly internal reports and use trends within the reports to help with queue management

• Intermediate Microsoft Excel/Google Sheets skills – Including formulas
• Knowledge of contact center management and all related calculations
• Experience with various forecasting and or scheduling software
• Strong organizational skills and attention to detail
• Ability to communicate call center data/forecasts
• Previous call center experience would be helpful but not required
• Experience in Looker, Tableau, SQL is beneficial but not required
• Previous Workforce or Real Time Management experience is beneficial but not essential

Taskrabbit is a marketplace platform that conveniently connects people with Taskers to handle everyday home to-do’s, such as furniture assembly, handyman work, moving help, and much more.

At Taskrabbit, we want to transform lives one task at a time. As a company we celebrate innovation, inclusion and hard work. Our culture is collaborative, pragmatic, and fast-paced. We’re looking for talented, entrepreneurially-minded and data-driven people who also have a passion for helping people do what they love.

Together with IKEA, we’re creating more opportunities for people to earn a consistent, meaningful income on their own terms by building lasting relationships with clients in communities around the world.

An Active Commitment to Equity within our Company and Platform.

We are an inclusive community where all who share our mission and values belong. Our anti-racist culture actively strengthens the knowledge, understanding, and awareness of underrepresented experiences and our ongoing allyship commitment. Our diverse team represents the communities we serve, breaking down systemic barriers, and transforming lives- one action at a time.

Taskrabbit is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, ancestry, citizenship, gender, gender identity, sexual orientation, age, marital status, military/veteran status, or disability status. 

Taskrabbit will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law.