GoDaddy Operating Company, LLC
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.
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
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
GoDaddy is a proud equal opportunity employer.
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 **********************
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GoDaddy Operating Company, LLC
Website : https://www.godaddy.com
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