Workforce Management & Data Analyst, Customer Support

Scout Motors   

Here at Scout Motors, we're carrying forward the heritage of one of the most iconic American vehicles in history. A vehicle dating back to 1960. One that forged the path for future generations of rugged SUVs and will do so once again.

But Scout is more than just a brand, it’s a legacy steeped in a culture of exploration, caretaking, and hard work.

Scout is all about respect.  Respect for the environment by developing all-electric vehicles with the capability to get you to any location.  Respect for the past and the future by taking an iconic American brand that hasn’t been around for a while, electrifying it, digitizing it, and loading it with American innovation.  Respect for communities by creating a company that stands for its people and its customers.  And respect for both work and play, with vehicles that are equally at home at a camp site, a job site, or on a Tuesday commute. 

At Scout Motors, we empower our talented, inclusive, and entrepreneurial teams to innovate. What makes a Scout? Someone who is a visionary and a leader, who seeks new paths and shares lessons learned. A knowledgeable doer who collaborates across the company to build better. A go-getter with unrivaled passion. 

Join us at Scout Motors and be part of shaping the future of transportation. If you're ready to drive change and make history, apply now!

What you’ll do

Become part of an iconic brand that is set to revolutionize the all-electric pick-up truck & rugged SUV marketplace by achieving the following:

• Dynamically forecast Customer Support volume for all potential channels (voice, email, chat, text, etc.)
• Work with key stakeholders within and beyond Customer Support to understand the demand inputs impacting potential Customer Support volume
• Gather business intelligence, review data trends, and assess organizational needs to refine forecasts over time
• Partner with workforce management teams from outsourced vendor(s) to sync their daily/weekly/monthly staffing and scheduling with the forecast
• Monitor real-time staffing and communicate with the business to make necessary adjustments throughout the business day to maintain strong service levels
• Create/own/maintain reporting for the Customer Support organization, including WFM data, metric performance, and customer feedback
• Analyze reporting and provide summaries/readouts of findings to Scout leadership

Location & Travel Expectations: The responsibilities of this role require attendance at in-person meetings and events regularly. Remote, U.S. based applicants will be considered, however, preference will be given to applicants based near a Scout Motors location in Columbia, SC; Detroit, MI; San Francisco, CA or Tyson’s VA. Applicants should expect that the role will require the ability to convene with colleagues in person and to travel to participate in company events from time to time.

What you’ll bring 

We expect all Scouts to have integrity, curiosity, resourcefulness, and strive to exhibit a positive attitude, as well as a growth mindset. You’ll be comfortable with change and flexible in a fast-paced, high-growth environment. You’ll take a collaborative approach to achieve ambitious goals. Here's what else you'll bring: 

• Bachelor’s degree in relevant field of study (or equivalent experience)
• 4+ years of experience in multi-channel contact center forecasting and workforce planning
• 2+ years of experience in contact center reporting and data analysis
• Effective written and verbal communicator who is able to tell a story through data & feedback
• Proven ability to adjust forecasts quickly and effectively in constantly transforming circumstances
• Self-starter mentality, with the ability to see a problem through from proactive identification to solution
• Experience working with workforce management platforms
• Experience with Tableau, Salesforce, and other reporting platforms
• Fundamental understanding of contact center metrics
• Past work with contact center outsourcing/vendors a plus

What you'll gain

The benefits of joining Scout include the chance to build products and a company from the ground up.  This is a chance to create something new and lasting – with an iconic brand at its foundation.  In addition, Scout provides competitive compensation and benefits to support your physical, mental, and financial wellbeing. Program specifics are detailed in company policies and employee benefit guides, select highlights:

• Competitive insurance including:
  • Medical, dental, vision and income protection plans
• 401(k) program with:
  • An employer match and immediate vesting
• Generous Paid Time Off including:
  • 20 days planned PTO, as accrued