Operations Support Analyst, Workforce Solutions (Remote)

The Workforce Solutions team contributes to Squarespace’s mission of empowering people with creative ideas to succeed by helping the Customer Operations Team provide around-the-clock support. Ensuring that our Agents are scheduled to provide the right information at the right time is critical to Squarespace's success. 

As an individual contributor on the Support Operations team, you serve as an analytics expert to monitor the health of our operations. You will schedule our global resources, manage the intra-day volume workload on a real-time basis, and provide accurate reporting to our stakeholders. You’ll also provide subject matter expertise for Aspect tools and software, as Squarespace continues to grow.

This position is remote in the United States and reports in through the Manager of Workforce Solutions in Dublin, Ireland.

You’ll Get To...

• Be the primary contact in supporting our internal Acuity and Customer Success teams and manage the relationship between WFS and team leadership
• Identify trends in data and develop recommendations for operational improvements within Customer Support to improve efficiency and the customer experience
• Design reports for evaluating performance for a variety of Customer Support teams and programs
• Create compelling stories through data to influence decisions while working with multiple partners, including Customer Support Managers and Directors
• Help design and monitor ETLs to consolidate data into reliable datasets for analysis
• Work with our external partners and their WFM team to monitor Intra-Day performance and recommend the reallocation of available resources across channels
• Monitor and report the attendance for all external contractors, ensuring that exceptions or absences have been recorded in Assembled
• Identify factors contributing to increased workload such as increased volume or AHT and work with leadership to identify causes to bring the workload back into alignment with the forecasts
• Monitor real-time schedule adherence of our external partners and works with the Operations team to resolve adherence issues and ensure staffing to requirements.
• Create daily performance reports reflecting channel health using in-house designed tools to promote queue awareness, and data literacy.
• Deliver weekly over/under staffing reports on Intraday Performance (IDP) and analyze data to address operational challenges and trends
• Contribute to the development of operational policies and documentation of Workforce Solutions processes

Who We’re Looking For...

• 5+ years experience routing real-time contact center operations in a command center environment, including experience with external partners
• 3+ years of experience using a workforce management tool
• Experience analyzing statistical data/trends and recommending quick applicable steps
• Advanced proficiency in Excel / Google Sheets
• Experience with database design and creating front-end solutions for reporting and data distribution
• Comfortable diving into data to find trends and identify areas for improvement
• Ability to devise creative solutions in a collaborative environment
• Experience with Zendesk and Google Cloud Platform
• Exposure to at least one high-level programming language such as SQL, Python, R or SAS

Benefits & Perks

• A choice between medical plans with an option for 100% covered premiums 
• Health Savings Account with Squarespace funding
• Fertility and adoption benefits
• Supplemental Insurance plans
• Headspace mindfulness app subscription
• Retirement benefits with employer match
• Flexible paid time off
• 12 to 20 weeks of paid family leave
• Equity plan for all employees
• $100 per month remote Stipend
• Access to supplemental insurance plans for additional coverage
• Education reimbursement
• Employee donation match to community organizations
• 6 Global Employee Resource Groups (ERGs)

Cash Compensation Range: $53,500 - $96,500 USD

The base salary for this position will vary based on job-related criteria including relevant skills, experience, and location, among other factors.

In addition to the cash compensation above (which includes base salary and, where applicable for eligible roles, may include on-target commissions or overtime pay), all Squarespace employees are eligible to receive equity in the company as part of their total compensation.

About Squarespace

Squarespace (NYSE: SQSP) is a design-driven platform helping entrepreneurs build brands and businesses online. We empower millions of customers in more than 200 countries and territories with all the tools they need to create an online presence, build an audience