Workforce Management Specialist

Who We Are:

At Auctane, we are united by a passion to help sellers — wherever they are, however they operate — fulfill the promises they make to consumers. The Auctane's mission is to fuel commerce through exceptional delivery. We make it possible for businesses to meet the ever-rising expectations of their customers, and we make the world smaller and more accessible to consumers everywhere.

Auctane brands enable hundreds of thousands of merchants to annually deliver billions of products — over $200 billion worth — to customers around the globe.

And Auctane is just getting started.

Auctane is a team of shipping and software experts with a passion for helping merchants move their ideas, dreams and innovations around the globe. The Auctane family includes ShipStation, ShipWorks, ShipEngine, ShippingEasy, Stamps, Endicia, Metapack, Shipsi, GlobalPost, and Packlink. Our partners include Amazon, UPS, USPS, eBay, BigCommerce, Shopify, WooCommerce, and Walmart. 

Auctane’s Values

The Customer is our mission.

Our company was built in service of our customers. Every time we answer the phone, write a line of code, hire a new team member, form a partnership, or build a new interface it is explicitly because we believe that action will improve the life of our customers.

We work with the best people.

We will only work with people who are enthusiastic about their work, respectful of diverse ideas and backgrounds, and who possess the ability to work both independently and as part of a team.

We only play offense.

We’re on a mission to reach and help every mailer, shipper and merchant on the planet. Because of this we move with urgency, take risks, and are determined to ship solutions quickly.

We expect exceptional outcomes.

We are a rapidly growing company with intent. We expect to continue to deliver market-transforming solutions for our customers and challenging growth opportunities for our employees.

We are direct and authentic.

We have genuine empathy for our employees, partners, and customers. We serve that empathy by treating everyone the way we would like to be treated - openly, ethically, and honestly. We set expectations clearly and hold ourselves accountable to what we commit.

About The Team: 

The Workforce Management team is committed to providing our employees with staffing and schedules that will allow them to provide our merchants with the best possible experience.  This includes working through forecasting, capacity planning, and schedule optimization for all our Auctane brands.  

About The Role:

The Workforce Management Specialist role plays a critical role in optimizing workforce utilization by ensuring the right number of agents are scheduled at the right time to meet service levels.   A focus for this position is monitoring our teams in real time and making intra-day adjustments as needed.  This includes providing hourly updates with our support leadership to our directors providing our team's wins or any abnormal events.  In addition to providing real-time analysis with the team, the role will involve working with the team to maintain and improve capacity planning, forecasting, and scheduling optimization for our Auctane brands.

The role collaborates with cross-functional teams to identify areas for process improvement, speak to performance data (SLAs), and help develop support strategies that will enhance the customer experience.  The position works closely with the other OPs teams, training,  and brand leadership to help schedule meetings, training, and other ad-hoc requests they need for their agents.  A successful candidate will have strong communication skills and an ability to work collaboratively with teams across the organization to drive operational excellence by quickly learning our platforms, policies, and working to improve procedures while maintaining our current ones.

Primary Objectives:

1. Realtime monitoring

• Analyzing and optimizing agent performance in real-time to ensure adherence to service level agreements (SLAs).
• Proactively identifying potential issues and making real-time adjustments to schedules to meet changing business needs.
• Providing immediate feedback to agents to enhance their performance and promote continuous improvement.

2. Schedule optimization

• Developing and maintaining long-term workforce plans to ensure that staffing levels align with business needs and minimize costs.
• Collaborating with cross-functional teams to identify opportunities for efficiency gains and cost savings.
• Continuously improving scheduling processes to ensure optimal coverage and utilization of resources.

3. Forecasting 

• Utilizing advanced statistical models to forecast future demand and workforce needs through our workforce management software.
• Collaborating with other departments and leadership to identify potential drivers of demand and incorporate these factors into forecasts.
• Providing recommendations to ensure adequate staffing levels are maintained to meet business needs.

4. Performance reporting

• Developing and analyzing performance metrics to provide actionable insights and identify opportunities for improvement.
• Collaborating with team leaders to help with improvement plans for agents who require additional training or support.
• Developing and distributing regular reports to communicate performance trends and areas of focus to leadership.

5. Process improvement

• Continuously reviewing and improving workforce management processes to optimize efficiency and effectiveness.
• Identifying and implementing process automation and technology solutions to streamline workflows and enhance the customer experience.
• Providing ongoing training and coaching to team members to enhance their skills and promote a culture of continuous improvement.

What You’ll Be Doing:  

• Monitor and analyze real-time call center metrics to make data-driven decisions that optimize workforce performance
• Collaborate with the workforce management team to ensure scheduling accuracy and efficiency
• Collaborate with operations and management teams to understand and analyze workforce performance trends and develop solutions to improve efficiency and effectiveness
• Document and communicate insights to various departments regarding performance trends and opportunities for improvement in a daily, weekly, and monthly format
• Utilize workforce management software to track and report on real-time call center data
• Develop and maintain reports, dashboards, and presentations that effectively communicate performance insights to leadership
• Participate in continuous improvement initiatives to enhance the effectiveness of workforce management processes.  Including working with our training team to publish training documentation for company use
• Assist in forecasting call volume and staffing needs to support business objectives.  Reporting on forecasting to leadership as requested.
• Identify and troubleshoot issues related to call center performance in real-time

What We Are Looking For:                                         

• A minimum of 2 years of experience in an analytical role within a call center or customer service environment.
• A Bachelor's degree in a relevant field such as Business Administration, Statistics, Mathematics, or equivalent work experience of 2 years.
• Proficiency in analyzing large datasets with strong analytical skills.
• Excellent written and verbal communication skills.
• Ability to work effectively in a team-oriented, collaborative environment and develop close working relationships with managers and higher-level executives.
• Strong problem-solving and decision-making abilities.
• Experience or certification in using Google Sheets or Microsoft Excel.
• Working knowledge of Zendesk.

What will Make You Stand Out:                                                    

• Demonstrable experience working with data analytics tools such as Tableau, Looker, or other related software.
• Expertise in utilizing Google Sheets or Microsoft Excel, including experience creating formulas or charts to evaluate substantial data sets.
• Proficiency in workforce management software, such as Assembled, Playvox, Aspect, and similar tools.
• Experience in forecasting, capacity planning, and schedule generation within a call center environment.
• Experienced in utilizing Zendesk Explore to generate insightful analytics and reports that drive data-informed decision making

The Tech:                                       

• Intermediate to advanced proficiency in using Google Sheets and Microsoft Excel.
• Competence in monitoring, forecasting, and scheduling through workforce management software such as Assembled.
• Aptitude for learning to create data queries in data analytics tools like Tableau or Looker.
• Proficient in both Google Sheets and Microsoft Excel.
• Ability to navigate effectively in both Windows and macOS operating systems.

Travel Requirements:              

• Less than 5%

Additional Position Duties: 

• Sit for prolonged periods of time
• Utilize wrist and hands for a prolonged period of time
• Walk short distances
• Stand for short periods
• Speaking and conversing with others
• Lift up to 25lbs without assistance up to chest height

Equal Opportunity Employer/Veterans/Disabled

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