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LawnStarter is the nation's leading on-demand platform for lawn care, providing over 120 US markets with an easy, Uber-like lawn care experience. We've recently raised a substantial round of growth equity to become the digital one-stop-shop for all outdoor home services. LawnStarter is looking for an incredibly talented Workforce Management Analyst who can help us improve our service levels, thus positively impacting our customer's satisfaction.
This will be the first Workforce Management hire, and will be responsible for building out the process of how we enhance our operational efficiency, productivity, and effectiveness. Fundamentally that means 4 things: • 1. Implementing standardized tools, methodologies, and business processes aimed at improving operational efficiencies • 2. Analyzing historic data to build an accurate forecast, and recommending the capacity necessary to manage the demand • 3. Partnering with our management team on day-to-day trends, and providing real-time coverage of the teams' productivity • 4. Assist Senior Leadership with the assessment and selection of technologies as needed and required Additional Responsibilities will include: • Fill weekly Schedule Rosters for Phone and Web Sales/Service Representatives • Create, analyze, and evaluate current, as well as proposed schedules, on a weekly basis to ensure effective coverage for forecasted volumes on a 15 minute interval • Forecast contact volume on a weekly/daily/interval basis for phone, chat, and email channels, both inbound and outbound • Recommend schedule and shift changes as well as developing and conducting shift bids as necessary • Forecast staffing needs based on the volume forecast in multiple channels, develop weekly staffing projection based on the budgeted contact volume input, and provide alternate staffing suggestions and solutions to ensure monthly goals are achieved • Schedule planned vacation and planned overtime and VTO (Voluntary Time Off) to help maintain Service Levels and meet budget goals • Build and maintain data sets in Excel then generate charts, reports, and dashboards in Tableau with the results • Continuously verify reports, formulas, and data are accurate and that they are producing the right results • Manage and maintain data cleanup/reconciliation of records • Manage a series of metrics on a weekly, monthly, quarterly and annual basis and distribute to management team
Must have 2+ years of Workforce Management experience including forecasting based on volume arrival patterns, staffing, and understanding and managing shrinkage within a workforce management tool/application.
Benefits • We offer great pay, employee equity, and competitive health / vision / dental plans. And as a 100% remote company, you get all the benefits of not having to come into an office. • But the real benefit of this role is you'll be playing a big part in LawnStarter's growth and in accomplishing our mission.
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