Workforce Management Scheduling Analyst, Global CS

Job Summary -A global WFM professional that provides accurate scheduling  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 StubHub North 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 Responsibilities -Scheduling: •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 efficiency. •Proactively document and communicate assumptions built into the forecasts and schedules for each department or site •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) •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  Preferred 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, 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 the world’s leading marketplace to buy and sell tickets to any live event, anywhere. Through StubHub in North America and viagogo, our international platform, we service customers in 195 countries in 33 languages and 49 available currencies. With more than 300 million tickets available annually on our platform to events around the world -- from sports to music, comedy to dance, festivals to theater -- StubHub offers the safest, most convenient way to buy or sell tickets to the most memorable live experiences. Come join our team for a front-row seat to the action. 
We are an equal opportunity employer and value diversity on our team. We do not discriminate on the basis of race, color, religion, sex, national origin, gender, sexual orientation, age, disability, veteran status, or any other legally protected status.