Intraday WFM Analyst

The Financial Stack Organization; Dún Laoghaire-Rathdown; On-site; EUR 68,000 - 102,000; Full time

Job summary

A leading company in financial services seeks a Workforce Management Analyst to optimize operations and manage support resources. The ideal candidate will have strong SQL and Tableau skills, alongside significant experience in contact center management. This role offers a competitive salary and benefits, and is pivotal in driving efficiency and service quality.

Benefits

Equity options

Health benefits

Wellness stipends

Retirement plans

Company bonuses

Qualifications

• 5+ years in contact center operations or workforce management.
• 3+ years in process optimisation for mid-large operations.
• Experience with SQL and Tableau for data analysis.

Responsibilities

• Run and coordinate real time monitoring operations.
• Build reports on queue status and capacity outlook.
• Consult with senior stakeholders on operational execution.

Skills

SQL

Tableau

Process Optimisation

Tools

WFM Tools

Job description

Stripe is a financial infrastructure platform for businesses. Millions of companies - from the world’s largest enterprises to the most ambitious startups - use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone's reach while doing the most important work of your career.

About the team

Stripe is building tools to help our Users build their businesses and grow the GDP of the internet. The Workforce Management team at Stripe helps manage our growing support operations network of both internal and external resources by consulting on operational change initiatives, modeling support requirements, and managing workload and resource allocations for optimal User experience.

What you’ll do

Responsibilities

• Run and coordinate real time monitoring operations and Global Command Center analyst on roster during APAC time-zone.
  
• Build mid-high complexity reports on the state of the queues, SLA % trends and capacity outlook for the day.
  
• Deep dive in mid term forward looking capacity models and act as main POC with vendor management and senior leadership on staffing mitigation plans.
  
• Oversee execution of Workforce Management across our outsourced operations working directly with BPO Real Time Analysts to develop staff models that meet requirements.
  
• Consult with senior stakeholders and business leaders to guide decision making and align expectations and operational execution.
  
• Conduct regular check-ins with outsourcing partners and calibrate their operational approach to ensure they meet our requirements efficiently.
  
• Dig deep into service failures using SQL and Tableau to find root causes and implement corrective actions.
  
• Partner up with capacity planning to understand freshest volume forecast implications on budgeting and mid term staffing.
  
• Proactively communicate with stakeholders providing performance updates, plans to improve/maintain and guidance on future performance.
  

Who you are

We're looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.

• 5+ years in contact center operations/workforce management/staffing/resource planning
  
• SQL, Tableau or comparable tools knowledge to perform data analysis independently
  
• 3+ years experience in process optimisation for mid-large operations
  

Preferred qualifications

• WFM Tools knowledge
  
• Outsourcing knowledge
  
• Six Sigma certification Green Belt or equivalent
  

Office-assigned Stripes spend at least 50% of the time in a given month in their local office or with users. This hits a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility about how to do this in a way that makes sense for individuals and their teams.

The annual salary range for this role in the primary location is €68,000 - €102,000. This range may change if you are hired in another location. For sales roles, the range provided is the role’s On Target Earnings (“OTE”) range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role. This salary range may be inclusive of several career levels at Stripe and will be narrowed during the interview process based on a number of factors, including the candidate’s experience, qualifications, and specific location. Applicants interested in this role and who are not located in the primary location may request the annual salary range for their location during the interview process.

Specific benefits and details about what compensation is included in the salary range listed above will vary depending on the applicant’s location and can be discussed in more detail during the interview process. Benefits/additional compensation for this role may include: equity, company bonus or sales commissions/bonuses; retirement plans; health benefits; and wellness stipends.

At Stripe, we're looking for people with passion, grit, and integrity. You're encouraged to apply even if your experience doesn't precisely match the job description. Your skills and passion will stand out—and set you apart—especially if your career has taken some extraordinary twists and turns. At Stripe, we welcome diverse perspectives and people who think rigorously and aren't afraid to challenge assumptions. Join us.