Operations Support & Reporting Specialist, Workforce Management at Squarespace

| Greater NYC Area
Sorry, this job was removed at 12:02 p.m. (EST) on Friday, October 4, 2019
Find out who's hiring in NYC.
See all HR + Recruiting jobs in NYC
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

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.

Read Full Job Description
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Technology we use

  • Engineering
    • C++Languages
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PHPLanguages
    • PythonLanguages
    • ScalaLanguages
    • SqlLanguages
    • 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 does your typical day look like?

My days are usually split between weekly one-on-ones with my team and pockets of time where I can focus on what I need to get done for the week. The dedicated time to speak one on one with my team is the best place for me to hear about their wins, understand and coach them through their challenges, and help them move forward.

Trish

Technical Program Manager

How has your career grown since starting at the company?

I first stepped into Squarespace as an intern, and it’s been a crash course in all things advertising and design since then. I’ve worked on some cool projects, from developing a microsite built to celebrate our awesome customers called Makers & Dreamers to creating content for our product that tons of users will come across.

Gina

Art Director

What is your vision for the company?

My role is to lead the creation of a shared vision, strategy, and plan toward the development of a learning culture at Squarespace. We envision Squarespace becoming a place where people come to not just do their career’s best work, but also as a place where they learn and grow in unimaginable ways.

Jason

Director of Learning & Development

What does your typical day look like?

I’ve been measuring my time in weeks since I can’t make much progress in a single day. I am responsible for guiding my team in the right direction and am accountable for delivering high-quality projects on time. Monday is a meeting-free day. I use it to plan my week, focus on long-term planning, dig into problems and work on important tasks.

Aldo

Engineering Manager

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 20 weeks of paid family leave (includes parental), daily gourmet lunches, and seasonal wellness programming, including meditation, yoga, and nutritionist sessions at the office. And so many snacks.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Mental Health Benefits
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
Remote Work Program
Family Medical Leave
Adoption Assistance
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
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
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
Time allotted for learning
All employees have full access to LinkedIn Learning.
Online course subscriptions available
More Jobs at Squarespace54 open jobs
All Jobs
Finance
Data + Analytics
Design + UX
Dev + Engineer
HR + Recruiting
Legal
Marketing
Operations
Product
Project Mgmt
Sales
Content
Developer
new
New York
Developer
new
New York
Marketing
new
Remote
Marketing
new
New York
HR + Recruiting
new
New York
Data + Analytics
new
New York
Operations
new
New York
Developer
new
New York
Design + UX
new
New York
Marketing
new
New York
Marketing
new
New York
HR + Recruiting
new
New York
Operations
new
Remote
Finance
new
New York
Design + UX
new
Remote
Design + UX
new
New York
Marketing
new
New York
Design + UX
new
New York
Content
new
Remote
Sales
new
New York
Content
new
New York
HR + Recruiting
new
New York
Product
new
New York
Data + Analytics
new
New York
Project Mgmt
new
New York
Data + Analytics
new
New York
Finance
new
New York
Finance
new
New York
Finance
new
New York
Sales
new
New York
Operations
new
New York
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Save jobView Squarespace's full profileSee more Squarespace jobs