LivePerson is a transformational force in how Brands and Consumers communicate. With over 18,000 customers including HSBC, Disney, Verizon, and Home Depot, we are on a mission to make life easier for people and brands everywhere through trusted conversational AI. We believe in a future where conversations are the norm for getting your intentions fulfilled - whatever they are. 

We are an innovative, intent-driven company that believes in building the future and we are looking for growth minded, unconventional thinkers to join the team.

You will thrive here if: 

You can operate in a fast paced, dynamic environment

You nerd out about AI, how it can be applied, or how you can learn more about it (don’t worry we’ll help)

You believe data-led decision making is the norm

You see feedback or failure as motivation to learn and to grow 

You relate to our core principles and want to work with experts in their respective fields

Responsibilities

• Build and own a Capacity Planning and Workforce Management capability to support both large scale data initiatives and smaller specialized initiatives with a global footprint.
• Create, maintain, and manage Capacity Planning systems and processes that can adapt to dynamic product changes.
• Accurately forecast work volume, staffing levels, and resourcing need to enable operations teams to achieve strategic goals and optimize operations outcomes.
• Analyze historical trends and provide business recommendations and inputs to enhance and improve the Capacity Planning and Workforce Management cycle.
• Establish and own end-to-end detailed tracking and control processes for headcount, capacity, and budget management across complex global operations.
• Mitigate capacity risks and provide capacity levers by managing dependencies across multiple operating units and sites.
• Prepare and deliver periodic executive-level updates on status, insights, and trends to help inform and guide critical business decisions.
• Develop and coordinate the compilation and distribution of daily, weekly, monthly and quarterly reports on Support performance, efficiency, effectiveness, and usage trends to provide accurate, insightful reporting and recommendations
• Perform trend analysis using data provided from department tools and create reporting for proactive remediation. Collaborate with the Directors and Managers of Support daily and weekly to level set on data provided and trend reporting.
  

Experience And Knowledge

• A minimum of 3-5 years of demonstrated success in Capacity Planning, Workforce Management, and data analysis in a fast-paced contact center environment or related work setting
• Experience in capacity planning across multiple channels, long-term forecasting, and workload distribution
• Bachelor's degree in mathematics, statistics, computer science, engineering, economics or related field
• Demonstrated excellence in creating engaging and clear reporting
• Experience with statistical systems/workforce management systems and how they relate to supporting operations
• Ability to empathize with Team Leaders by seeing things from their perspective; servant leader mentality
• Energetic, positive, "can-do" attitude in all interactions, coupled with a desire to help others achieve their goals
• Experience defining program requirements and using data and metrics to determine improvements
• Proven track record of navigating through ambiguous situations
• Proven track record of earning trust and influencing across the organization and leading others cross-functionally to deliver on projects and goals
• Experience working with decentralized teams on global projects
• Proven experience with SQL, Salesforce, and MS Excel
• Preferred Experience building executive-level reports in Power BI
• Comfort with complex algorithms and statistical inference
• Excellent communication and interpersonal skills and an ability to effectively communicate with both business and technical teams

Essential Characteristics

• Customer Focus: must demonstrate competency in dealing with all levels of employees /management and building strong relationships with teams and customers.
• Functional/Technical Skills: must possess strong quantitative, analytical and technical aptitude skills
• Drive for Results: must possess the ability to work under pressure, meet deadlines and be accountable for performance.
• Time Management: must be able to multi-task, be detail oriented and demonstrate strong organizational skills.
• Interpersonal Savvy: must demonstrate excellent interpersonal skills with all levels of organizational customers and team members.
• Written Communication: must possess the ability to effectively, accurately and concisely convey thoughts and concepts, and provide information to all organization customers.
• Problem Solving: must demonstrate the proactive ability to find and define problems, understand business impact, identify solutions and provide recommendations for corrective action.
• Decision Quality: must possess the ability to work independently, establish priorities and demonstrate good judgment skills.
• Learning and development: must be willing and able to take the initiative for learning, increasing knowledge and improving skills in a self-directed manner to improve performance and position added value.

Why you’ll love working here:

LivePerson was named to FastCompany’s World’s most innovative companies of 2020 list for the Artificial Intelligence category. We offer amazing colleagues along with opportunities to push your own limits to grow. We embrace invention and experimentation. You’ll have great benefits plus flexible time off and free lunch on fridays. Most importantly, you’ll have an ability to make an impact at work and at brands across the globe as we build the future with trusted Conversational AI together.

At LivePerson, people from diverse backgrounds come together to do their best work and be their authentic selves. We are proud to be an equal opportunity employer. 

All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.