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Job Details

workforce analyst

Company name
GoDaddy Operating Company, LLC

Location
Hiawatha, IA

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Profile

About GoDaddy

GoDaddy powers the worlds largest cloud platform dedicated to small, independent ventures. With nearly 17 million customers worldwide and over 73 million domain names under management, GoDaddy is the place people come to name their idea, build a professional website, attract customers and manage their work. Our mission is to give our customers the tools, insights and the people to transform their ideas and personal initiative into success. To learn more about the company visit ***************.

The Workforce Analyst will be the subject matter expert on all core workforce functions including budgeting, capacity planning, forecasting, scheduling and real time monitoring. They will complete these functions and ad hoc requests as needed and provide recommendations for process improvements to increase efficiencies within the team and the customer care organization. They will also provide training and coaching to less tenured members of the team and coordinate and provide oversight for all team projects.

Responsibilities

Budget and capacity planning

Completion and coordination and oversight of ad hoc analysis and team initiatives and projects

Automation of existing department functions and process documentation and improvement

Coaching and training of less tenured analysts

Main point of contact for operations Directors and Managers

Requirements

Bachelors degree or equivalent work experience

6 years of previous workforce management experience or 4 years workforce experience plus 2 years project management

2 years WFM in a multi-site contact/multi-time zone center

Experience with multiple WFM software products

Expert level Excel skills (complex calculations, pivot tables creation/manipulation, external data links, macros,VBA)

Understanding of data mining/SQL

Strong math and PC skills,

Understanding of statistical methods

Demonstrated knowledge and understanding of key call center performance metrics such as service level, AHT, adherence, etc.

Experience with workforce management products (Verint) and phone switch monitoring applications (Cisco Webview) preferred.

Works on significant and unique issues requiring evaluation of intangibles

Exercise independent judgment and selects criteria to set standard procedures

Creates formal networks involving coordination across multiple groups

Builds strong relationships within team, support departments and networks externally within all areas of company industry

Acts independently to determine methods and procedures on new/special assignments

Regularly directs less experienced analysts on processes/procedures

MBA preferred

GoDaddy is a proud equal opportunity employer.

#LI-SB1

GoDaddy is proud to be an equal opportunity employer. We will not discriminate against any applicant or employee on the basis of age, race, color, creed, religion, sex, sexual orientation, gender, gender identity or expression, medical condition, national origin, ancestry, citizenship, marital status or civil partnership/union status, physical or mental disability, pregnancy, childbirth, genetic information, military and veteran status, or any other basis prohibited by applicable federal, state or local law. GoDaddy will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.

If you need assistance completing an application for a position with us, please reach out to our Recruiting Team at **********************

To submit your application to this position, please click Apply . On the next screen, after you click Apply, click Create to establish your candidate account. If you have previously created a candidate account, please slick Sign-In and use that account to complete your application.

Job Type

Permanent

Job Reference

fdce5f5ea864e91

Job ID

19603038

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Company info

GoDaddy Operating Company, LLC
Website : https://www.godaddy.com

Company Profile
Go Daddy offers everything you need to make a name for yourself on the Web, from domain names and website builders to complete eCommerce solutions. We've earned our place as the world's #1 ICANN-accredited domain registrar by delivering world-class products at competitive prices and supporting them with industry-best service, delivered 24/7/365. We're proud to serve our customers from locations around the world, including Arizona, Iowa, California, Colorado, Washington, D.C., India, Singapore, and The Netherlands

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