Workforce Management Real Time Analyst
Workforce Management Real Time Analyst
What we do: Our mission is to reimagine financial systems so every growing company can realize their full potential. At our core, we are a tech company, disrupting long entrenched institutions with better technology and products that serve the needs of our customers. By combining financial services and software tools, we are realizing a vision to be the financial operating system for growing businesses.
What to expect - Working at Brex allows you to push your limits, challenge the status quo and collaborate with some of the brightest minds in the industry. Our team comes from a wide range of backgrounds both from large institutions and small startups. We value combining these diverse viewpoints to solve hard challenges!
Why work here - We are committed to building a diverse team and inclusive culture and believe your potential should only be limited by how big you can dream. At Brex, we make this a reality by empowering employees with the tools, resources and support to grow their career. It takes the same effort to dream big or dream small, so we say, “Dream Big!”
CX - The Customer Experience (CX) team provides our customers with constant, live support as they build and grow their businesses. Our team is a passionate group that understands how to give customers a seamless support experience. In communication with our customers daily, we have the opportunity to provide insights and feedback, as well as identify process improvements to our partner teams—sales, products, operations, and engineering. We prioritize customer retention, which we accomplish by keeping high standards for how we serve our customers and making sure they leave every conversation satisfied and inspired.
Operations - The Operations team is the bridge between our product and our customers. Our priority is to keep our customers happy and their businesses protected while delivering vital information back to our internal teams. We are responsible for underwriting all of our customers, while simultaneously managing Brex’s risk exposures. We work cross-functionally with Risk, Compliance, Data, and Engineering to allow Brex to scale efficiently, keeping quality top of mind.
How you’ll make an impact: The Workforce Management RTA will be a champion for improving the customer and specialist experience at Brex. Your focus will be ensuring we achieve our quarterly SLA goals (across CX and Operations) by working to hit our daily SLA while balancing the need for planned off-line activities. Your focus will be to make sure our queues are properly staffed at every interval of the day to ensure a consistent experience for our customers. You will achieve this by monitoring our incoming customer demand against our forecast and ensuring our staffing is aligned to achieve our goals across all channels. You will partner closely with CX and Ops Managers to ensure the most efficient use of resources. You will be responsible for monitoring and handling the WFM slack channel and email inbox, adding/soliciting overtime and VTO as needed, Intraday schedule adjustments, and intraday reports for both internal teams as well as vendors.
What We Require
- Bachelor’s degree or equivalent experience in a Business or STEM discipline
- 2+ years in a Customer Experience/Support role
- 9+ months work experience on the CX team at Brex (for internal candidates)
- Strong oral and written communication
- Basic proficiency with MS Office and G-Suite (Excel/Sheets, Word/Docs)
- Ability to perform basic troubleshooting on CX systems
- Previous experience in WFM supporting a multi-channel support team
- Knowledge of contact routing platforms and methodologies
- Advanced proficiency with MS Office and G-Suite (Excel/Sheets, Word/Docs)
- Working knowledge of BI platforms (Looker, Tableau, Power BI)