About the role:
In this role, you will be part of the Workforce Management team under Global Support Operations & Strategy. The goal of the Workforce Management team at Samsara is to ensure we have the right amount of staff, at the right time, at all times. You will drive daily service levels by leveraging customer demand forecasts and ensuring staffing is at optimal levels in a 24x7, multi-channel, global contact center. You should be a natural problem-solver and will work with support leaders to tackle a variety of issues with the goal of improving agent efficiency, agent productivity, and ultimately a better customer AND employee experience.
You should apply if:
- You want to impact the industries that run our world: Your efforts will result in real-world impact—helping to keep the lights on, get food into grocery stores, reduce emissions, and most importantly, ensure workers return home safely.
- You are the architect of your own career: If you put in the work, this role won’t be your last at Samsara. We set up our employees for success and have built a culture that encourages rapid career development, countless opportunities to experiment and master your craft in a hyper growth environment.
- You’re energized by our opportunity: The vision we have to digitize large sectors of the global economy requires your full focus and best efforts to bring forth creative, ambitious ideas for our customers.
- You want to be with the best: At Samsara, we win together, celebrate together and support each other. You will be surrounded by a high-caliber team that will encourage you to do your best.
In this role, you will:
- Monitor Real Time: Monitor contact center performance in real-time and make data-driven, real-time staffing adjustments to ensure service level goals are met.
- Own Scheduling: PTO requests, ad-hoc schedule change requests by floor management, training, and breaks/lunches.
- Optimize Staffing: Proactively adjust staffing levels through schedule optimization to improve SLA.
- Report to Management: Leverage Assembled/Tableau data to communicate previous-day SLA performance and current day outlook to Support Management while providing recommendations to mitigate SLA risk.
- Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices.
Minimum requirements for the role:
- 3+ years of Workforce Management experience in an intraday/real-time/scheduling role within a contact center (multi-site preferred).
- Strong business, operational, and procedural knowledge of a multi-channel contact center.
- Previous experience with WFM Tools (e.g. NICE/IEX, Aspect, Verint, Assembled).
- Intermediate-level experience in Microsoft Excel/Google Sheets.
- Ability to work evenings and weekends.
An ideal candidate also has:
- Experience in analyzing, interpreting and summarizing data, as well as presenting reports, forecasts, trends, and recommendations to cross-functional stakeholders succinctly.
