Global WFM Scheduling Analyst

A Global WFM professional that provides accurate scheduling and “what if” scenarios that meet business requirements for contact volume, AHT, time off, and offline activity planning.  Providing analysis based on historical results and assessing workforce activities including forecasting, scheduling, and measurement of real-time daily and interval workforce activities.  Determine, communicate, document assumptions, and present scheduling scenarios for all StubHubNorth America, International Departments and Outsource Partners to meet goals, targets, and variable payroll budget or forecasts. Updating scheduling historical patterns with actual results, analyzing “what if” scenarios and providing insights that empower and enable the operational teams to run their operation more effectively and efficiently, delivering service level goals.  Essential Duties and ResponsibilitiesScheduling: ·         Builds relationships with key groups and individuals that are critical to the success of WFM ·         Drive for opportunities for process improvement in your individual scheduling group(s) ·         Create schedules for all North America and International departments contact types allowing them to successfully meet all Service Level and Financial goals ·         Analyze schedules against current business requirements to determine staffing surplus / deficits to successfully meet all service level and financial goals ·         Develop scheduling requirements based on day of week and 30-minute interval trends and forecast for all StubHub departments and outsource partners ·         Creating schedules based on the schedule methodology that meet a combination of the business and operational requirements ·         Reviews scheduling efficiency and provide recommendations for extra hour requirements, shift alignment changes, attrition backfill, etc. ·         Conducts regular schedule efficiency review calls with In House and OS partners; partners with OS teams as well to advise them of areas of focus ·         Reviews and approve vacation requests to meet business objectives, employee requirements, and fixes issues ·         Performs regular variance analysis on their given scheduling group(s) (plan vs. plan and plan vs. actual) ·         Provides analysis of key metrics and trends including but not limited to; volume, customer availability, service levels, productivity, etc., and recommend steps to improve the efficiency. ·         Proactively document and communicate assumptions built into the forecasts and schedules for each departmentor site ·         Determine and approve all required scheduling adjustments, allocate adjustments to best available site or department, communicate the adjustments to the sites / departments based on staffing needs. ·         Perform schedule maintenance processes and procedures in connection with each department to ensure agent supply is sufficient and strategically positioned to align with our staffing surplus / deficit business needs ·         Perform Reporting and Analytics for Operational Teams providing insights into overall performance, performing root cause analysis, and assessing gaps preventing them from effectively and efficiently running their operation ·         Perform competitive call analysis to help determine where StubHub stands compared to our competitors ·         Perform scheduling software maintenance for WFM software when adding new sites, departments, skills, activities, exception codes, users, or any other WFM software update  Experience & Qualifications: ·         3+ year’s Workforce Management experience in a multi-site, multimedia call center operations ·         BS/BA degree or equivalent required ·         Solid working and technical knowledge contact center products and services ·         Experienced preferred in Calabrio Teleopti WFM, Twilio, Amazon Connect ·         Strong analytical skills ·         Demonstrated ability to execute in fast paced work environment ·         Strong written and oral communication skills ·         Ability to work flexible hours as needed. ·         Strong interpersonal skills, presentation skills, and ability to work productively with all levels in an organization. ·         Good organizational/time management skills About us:
StubHub is on a mission to give the world the freedom to connect to powerful live experiences no matter where they are, whenever they want. Whether it's Harry Styles, the Yankees, Billie Eilish or Real Madrid, we're here to give fans the access to the live entertainment they love. That means we must power the destination for every type of live event fan to unlock the transformative live experience that’s right for them. We are their ticket to unforgettable memories – the crack of the bat, the first guitar chord or drum tap, the roar of the crowd at the championship winning goal, the joke that makes their belly ache from laughter. To do this, we must have the most premiere industry partnerships that de