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Workforce Management Real Time Analyst

Samsara

Samsara

IT
Mexico · Remote
Posted on Monday, December 11, 2023

Who we are

Samsara (NYSE: IOT) is the pioneer of the Connected Operations™ Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. At Samsara, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy. Representing more than 40% of global GDP, these industries are the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing — and we are excited to help digitally transform their operations at scale.

Working at Samsara means you’ll help define the future of physical operations and be on a team that’s shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, Equipment Monitoring, and Site Visibility. As part of a recently public company, you’ll have the autonomy and support to make an impact as we build for the long term.

Recent awards we’ve won include:

Glassdoor's Highest-Rated Tech Companies for Culture and Values 2023

Great Place To Work Certified™ 2023

Best Place to Work by Built In 2023

Financial Times The Americas’ Fastest Growing Companies 2023

Deloitte Fast 500 Companies

We see a profound opportunity for data to improve the safety, efficiency, and sustainability of operations, and hope you consider joining us on this exciting journey.

About the role:

In this role you will be part of the Workforce Management team under Global Support Operations & Strategy. The goal of the Workforce Management team at Samsara is to ensure we have the right amount of staff, at the right time, at all times. You will drive daily service levels by leveraging customer demand forecasts and ensuring staffing is at optimal levels in a 24x7, multi-channel, global contact center. You should be a natural problem-solver and will work with support leaders to tackle a variety of issues with the goal of improving agent efficiency, agent productivity, and ultimately a better customer AND employee experience.

You should apply if:

  • You want to impact the industries that run our world: Your efforts will result in real-world impact—helping to keep the lights on, get food into grocery stores, reduce emissions, and most importantly, ensure workers return home safely.
  • You are the architect of your own career: If you put in the work, this role won’t be your last at Samsara. We set up our employees for success and have built a culture that encourages rapid career development, countless opportunities to experiment and master your craft in a hyper growth environment.
  • You’re energized by our opportunity: The vision we have to digitize large sectors of the global economy requires your full focus and best efforts to bring forth creative, ambitious ideas for our customers.
  • You want to be with the best: At Samsara, we win together, celebrate together and support each other. You will be surrounded by a high-caliber team that will encourage you to do your best.

Click here to learn about what we value at Samsara.

In this role, you will:

  • Monitor Real Time: Monitor contact center performance in real time and make data-driven, real-time staffing adjustments to ensure service level goals are met.
  • Own Scheduling: PTO requests, ad-hoc schedule change requests by floor management, training, and breaks/lunches.
  • Optimize Staffing: Proactively adjust staffing levels through schedule optimization to improve SLA.
  • Report to Management: Leverage Assembled/Tableau data to communicate previous-day SLA performance and current day outlook to Support Management while providing recommendations to mitigate SLA risk.
  • Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices.

Minimum requirements for the role:

  • 3+ years of Workforce Management experience in an intraday/real-time/scheduling role within a contact center (multi-site preferred)
  • Strong business, operational, and procedural knowledge of a multi-channel contact center
  • Previous experience with WFM Tools (e.g. NICE/IEX, Aspect, Verint, Assembled)
  • Intermediate level experience in Microsoft Excel/Google Sheets
  • Ability to work evenings and weekends

An ideal candidate also has:

  • Experience in analyzing, interpreting and summarizing data, as well as presenting reports, forecasts, trends, and recommendations to cross-functional stakeholders succinctly

At Samsara, we welcome everyone regardless of their background, race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, etc. We depend on the unique approaches of our team members to help us solve complex problems. We are committed to increasing diversity across our team and ensuring that Samsara is a place where people from all backgrounds can make an impact.

Accommodations

Benefits

Full time employees receive an above market total compensation package along with employee-led remote and flexible working, health benefits, Samsara for Good charity fund, and much, much more. Take a look at our Benefits site to learn more.

Flexible Working

At Samsara, we have adopted a flexible way of working, enabling teams and individuals to do their best work, regardless of where they’re based. We value in-person collaboration and know a change of scenery and quiet space to work is welcomed from time to time, but also appreciate that the world of work has changed. Our offices remain open for those who prefer to collaborate or work in-office, but we also encourage fully remote applicants. As most roles are not required to be in the office, we are able to hire remotely where Samsara has an established presence. If a role is required to be in a certain location and candidates do not have work authorization for that location, Samsara will conduct an immigration assessment. If the role is not required to be in a specific location, Samsara will move forward with the remote location that works best for the business. All offers of employment are contingent upon an individual’s ability to secure and maintain the legal right to work at the company.

Please note: Samsara does not accept agency resumes and is not responsible for any fees related to unsolicited resumes. Please do not forward resumes to Samsara employees.