Workforce Management Analyst
At Squarespace, Customer Operations empowers users to give voice to their ideas and make it easy for them when they need help. Our team runs 24/7 with over 300 people between New York, Dublin and Portland. We are in search of an Operations Analyst to provide quantitative support and operational insight to our Customer Operations group.
As a data-loving member of the Customer Operations team you will use your analytical skills and modeling know-how to monitor the health of our customer service channels. You relish tackling complex questions and draw connections between them, communicating your findings and bridging the gap between data and action.
This role reports into our Team Lead, Channel Operations and is based in our New York headquarters.
RESPONSIBILITIES
- Strategize and manage agent schedules (scheduling strategy, training, vacation, meetings, overtime, exceptions, off-line work, etc) to ensure that daily service level goals are met
- Provide analysis of key metrics and trends in a timely manner and recommend steps to improve the efficiency and effectiveness of the organization
- Proactively seek opportunities to automate or improve processes
- Work cross functionally with People, Finance, Strategy, and Engineering teams on various projects
QUALIFICATIONS
- 2+ years experience in an analyst role
- Expert-level knowledge of Excel / Google Sheets
- Bachelor’s degree or equivalent experience in a quantitative field or role
- Background in operations management or workforce management
- Experience developing and managing projects and collaborating with teams across geographies and functions
- Excellent written and verbal communication
ABOUT SQUARESPACE
Squarespace makes beautiful products to help people with creative ideas succeed. By blending elegant design and sophisticated engineering, we empower millions of people — from individuals and local artists to entrepreneurs shaping the world’s most iconic businesses — to share their stories with the world. Squarespace’s team of more than 570 is headquartered in downtown New York City, with offices in Dublin and Portland. For more information, visit www.squarespace.com/about.
PERKS
- Health insurance with 100% premium covered
- Flexible vacation & paid time off
- Equity plan
- 401(k) plan with employer match
- Free lunch and snacks
- Dog-friendly workplace
- And more
Today, more than a million people around the globe use Squarespace to share different perspectives and experiences with the world. Not only do we embrace and celebrate the diversity of our customer base, but we also strive for the same in our employees. At Squarespace, we are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.
