Sr. Workforce Management Analyst

Location: Hybrid in New York City (3 day in-office requirement)

Qualifications:

• Experience managing systems to support CX teams
• 2+ years of experience in data analytics role supporting customer facing teams
• Experience with Tableau, Zendesk Explore & Tymeshift reporting softwares
• Proven track record of presenting high level and in depth reporting regarding forecasting and performance metrics for customer facing teams
• 2+ years of experience with intraday and real time forecast reporting
• Experience preparing workforce analysis reports for company leadership to inform their policies and decision-making processes
• Excellent written and verbal communication skills
• Proven track record of success in a fast-paced environment

A day in the life and how you’ll make an impact:

• Support CS and CX teams with ad-hoc reporting related to KPI’s, volume forecasting & trends
• Report and present in monthly CS MBR’s regarding forecasting and volume trends
• Provide weekly summary emails to leadership for CS performance and department health
• Coordinates appropriate staffing allocation and availability of call center staff in order to achieve service level objectives
• Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call/chat/email volumes, call/chat/email duration, and required staffing levels using current trends and historical data
• Administers volume contingency action plans as deemed necessary and appropriate
• Complete root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness
• Assists with procuring and integration/implementation of new contact center technologies
• Support CS Payment Operations team with regular reporting on department health and ad-hoc requests for performance metrics

About the team:

We are looking for a Sr. Workforce Management Analyst to join our CX Development team. This is someone who thrives in a collaborative, fast-paced and constantly evolving environment! This individual will report directly to our Workforce Management Manager, and support our CS Payments + CX teams. This role will involve managing all aspects of reporting, forecasting, and workforce requests for Client Services teams. A successful candidate must be an expert analyst with a strong Data analytics or Workforce Analytics experience is required.

About Melio USA:

• Competitive compensation packages: We strive to make each and every employee feel valued and appreciated.
• The annual base salary range for this position is $85,000-95,000.
• Medical, Dental, and Vision: We offer generous and highly competitive plans with up to 100% employer-paid coverage, FSA and HSA.
• 401K matching and stock options: Feel the investment of working at a hyper-growth startup.
• Wellness: We take a holistic approach to wellness at Melio with a focus on providing financial, physical, emotional, social, and community support for our employees.
• Time Off: Time to rest and recharge is a priority for us. We offer competitive vacation time, sick days, holidays, parental leave and wedding days to allow you to take the time you need, when you need it.
• Food perks: Enjoy our fully stocked kitchens, along with a weekly Seamless stipend and plenty of catered meals each week.
• Office culture: Thrive in our collaborative offices in New York City or Denver, in a hybrid working environment. We are dog friendly as well!
• Growth and development: Lean on the diverse team to foster professional and personal growth through workshops, mentorship programs, and team building activities.

Melio builds business-to-business (B2B) payment tools so small business owners can spend less time in the back office and more time on their craft. As the fastest-growing B2B payment platform in the US, Melio is working hard to find new and better ways to help small businesses succeed in the ways that work best for them.

Melio's diversity, equity and inclusion efforts have always been a top priority within our team. We are an Equal Opportunity Employer, and all of our employees encompass different strengths, experiences and backgrounds. DEI within Melio prioritizes race, gender, age, disability status, veteran status, sexual orientation, religion and many other parts that make up one's identity. Having a diverse team across all offices is key to our success, and inclusion is each #TeaMelio member's responsibility. Melio accepts job applications on an ongoing basis until the position is filled. If you are interested in applying for this job opportunity, please do so directly on our careers page (or if you’re here already, scroll down and apply now!). This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.