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Operations Support & Reporting Specialist, Workforce Management

| Greater NYC Area

The Workforce Solutions team contributes to Squarespace’s mission of empowering people with creative ideas to succeed by enabling the Customer Operations Team to provide exceptional around-the-clock support. Ensuring that Advisors are in the right place to provide the right information at the right time is key to Squarespace success. 

The Operations Support & Reporting Specialist, as an expert in real-time workforce support and report production, is integral to this success. As an individual contributor on the Workforce Solutions team, you serve as an analytics expert to monitor the health of our operations. You will be responsible for effectively scheduling our global resources, managing the intra-day volume workload and resources on a real-time basis, and providing accurate reporting to stakeholders. You’ll also provide subject matter expertise for Aspect tools and software, as Squarespace continues to scale.

As a self-starter, you relish tackling complex questions and draw connections between them, communicating your findings and bridging the gap between data and action. We are seeking a candidate who demonstrates sharp intellectual curiosity, data fluency, and a collaborative work ethic.

This position reports in through the Manager of Workforce Solutions in New York City, New York.


RESPONSIBILITIES

  • Empower data-driven decision-making across the organization by defining analytical frameworks to guide key business decisions; develop and maintain dashboards to provide visibility into relevant metrics
  • Generates daily performance reports and scorecards reflecting channel health for Customer Operations stakeholders utilizing in-house designed tools to promote queue awareness, operational excellence, and data literacy.
  • Identifies potential causal factors contributing to increased workload such as increased volume and/or AHT and seeks input from Advisors, Team Leads, and other Support Teams in an effort to identify root causes and bring the workload into alignment with the forecasts
  • Actively monitors Intra-Day forecasted workloads versus actual volumes and resulting service levels on real-time basis with responsibility to reallocate available skilled resources across channels
  • Reports the attendance for all Advisors scheduled to work, recording exceptions or absences in Aspect, inputting the current day’s schedule exceptions, and forwarding information to the Team Leads as appropriate.
  • Monitors real-time schedule adherence and works with the front-line Operations team to resolve adherence issues and ensure staffing to requirements. Notifies supervisory personnel of any unusual or excessive non-productive time by members of their team.
  • Delivers weekly over/under staffing reports using Intraday Performance (IDP) and research and analysis of data to address operational challenges and trends
  • Contributes to the development of operational policies and documentation of Workforce Solutions processes and procedures


QUALIFICATIONS

  • Experience with at least one high-level programming language, SQL strongly preferred
  • 2+ year’s successful experience with routing and real-time contact center operations in a command center environment
  • Experience with database design and creating front-end solutions for reporting and data distribution
  • Zendesk proficiency strongly preferred
  • Experience analyzing statistical data/trends and recommending quick actionable steps where necessary
  • 1+ years of experience using a workforce management tool, Aspect Workforce Management (eWFM) preferred
  • Advanced proficiency in Excel / Google Sheets
  • Analytical mindset with strong critical thinking skills comfortable diving into data to find trends and identify areas for improvement
  • Demonstrate the ability to navigate ambiguity and to proactively devise creative solutions in a collaborative environment
  • Excellent verbal and written communication skills with a positive attitude and ability to build solid working relationships with stakeholders at various levels within the organization
  • Able to work weekends and rotational holidays 


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 750 is headquartered in downtown New York City, with offices in Dublin and Portland. For more information, visit www.squarespace.com/about.


Perks (Bold)

  • Health insurance with 100% premium covered
  • Flexible vacation & paid time off
  • Up to 18 weeks of parental leave
  • Equity plan
  • 401(k) plan with employer match
  • Free lunch and snacks
  • Squarespace sends engineers to speak at and attend the most relevant and impactful conferences throughout the year
  • Dog-friendly workplace
  • Gender Affirmation Surgery
  • Education reimbursement


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.

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Technology we use

  • Engineering
    • C++Languages
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • ScalaLanguages
    • SwiftLanguages
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Backbone.jsFrameworks
    • Ember.jsFrameworks
    • HadoopFrameworks
    • SparkFrameworks
    • SpringFrameworks
    • KubernetesFrameworks
    • DockerFrameworks
    • HiveDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedshiftDatabases
    • KafkaDatabases
    • PrestoDatabases

Location

Squarespace is headquartered in the West Village of Manhattan, within walking distance from the 1, A, C, E, B, D, F, and M trains.

An Insider's view of Squarespace

What are some social events your company does?

In the past we've had trivia nights, talent shows, and video game tournaments. My background is actually in theatre, so amazingly had the opportunity of taking to the microphone and hosting some of the events here.

Jose Paz

Community Manager

What kinds of technical challenges do you and your team face?

Our team’s mission is to configure, integrate, automate, and report on all HR systems. This means we are constantly trying to do things no one has ever done before. Some of the challenges we regularly encounter are hacking together system integrations, implementing controls to ensure data integrity, and manual task automation for our users.

Paul

People Tech Manager

How has your career grown since starting at the company?

As the Data Engineering team has grown, I've become a team lead and learning lots of new technologies, such as Postgres and Airflow.

Polina

Senior Software Engineer

What are some social events your company does?

The company holiday party is a pretty big social event. Each location has one and I’ve crashed three of the four parties in Ireland as well. At this point, if I don’t go to the Dublin holiday party, I might get messages asking if I’m okay.

Vishal

Team Lead, Product Support

What are Squarespace Perks + Benefits

Squarespace Benefits Overview

We take care of our employees in more ways than one. We offer competitive medical, dental, and vision for our employees and their dependents. We also offer up to 18 weeks of paid parental leave, daily gourmet lunches, and seasonal wellness programming, including meditation, yoga, and nutritionist sessions at the office. And so many snacks.

Culture
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Happy Hours
Pet Friendly
Recreational Clubs
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Cross functional training encouraged
Online course subscriptions available
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