Sr. Workforce Management Analyst, Member Support Forecasting And Planning
Peloton
Peloton is looking for a highly organized and detail-oriented individual to join our team as a Sr. Workforce Management Analyst as a part of the Global Member Support (GMS) Planning team located in Plano, TX reporting to the Sr. Manager of Workforce Management. Peloton is a fast-paced, innovative, and metric-driven company with a team passionate about delighting our members. Within the Global Member Support organization, we are maniacal about ensuring a delightful member experience and optimizing our cost structure. You will be responsible for ensuring the efficient and effective use of resources in a contact center environment. This role involves forecasting, workload, staffing analytics, capacity planning and analyzing data to optimize workforce utilization. The analyst collaborates with Global Member Support operations teams and the Workforce Management team to ensure service level agreements (SLAs) are met while maintaining an awareness of cost to budget balance. The ideal candidate for this role has excellent organizational and communication skills, is able to work independently in a fast-paced environment, and has experience in workforce management analytics and reporting. You must be able to prioritize and multitask, as well as have the ability to work with a diverse team across multiple partners and locations.
YOUR DAILY IMPACT AT PELOTON
- Develop accurate short-term workload forecasts based on historical data, trends, and business needs and maintain them in the Workforce Management system
- Analyze contact volume patterns, channel mix, contact drivers shrink, and other factors to predict staffing requirements and associated adjustments for both internal and external teams
- Provide recommendations to leadership for resource adjustments to align with business goals
- Maintain requirements reporting templates for partner groups on staffing and headcount in collaboration with the Workforce Management Capacity Planner & Manager
- Maintain daily, weekly and monthly reports around staffing requirements and actuals form multiple locations and stakeholders
- Provide insight on pattern changes to meet service levels while considering resource availability and operational requirements.
- Develop short-term capacity plans to align with business goals and ensure adequate resources for peak and off-peak periods while remaining cognizant of department budget guidelines.
- Adjust capacity models in response to changes in contact volumes, campaign launches, and organizational needs.
- Provide leadership with data-driven insights and recommendations for headcount planning.
- Compile, analyze, and present workforce metrics and performance data to stakeholders
- Track and report intraday performance, ensuring alignment with forecasts and SLAs
- Identify trends, gaps, and opportunities for operational improvements
- Generate reports on key performance indicators (KPIs), such as occupancy, adherence, and efficiency
- Maintain reports on schedule adherence, and workforce efficiency
YOU BRING TO PELOTON
- 4+ years of contact center experience in a Workforce Management function, preferably with 2+ years of experience in Workforce Management analytics in a contact center environment
- Extensive experience creating Microsoft Excel or Google Sheets reports and templates
- Knowledge of WFM KPIs and metrics and what drives them in a contact center (occupancy vs. utilization, shrink, SLA, AHT, arrival pattern, Erlang, etc.)
- Ability to prioritize workload, meet deadlines, and perform multiple tasks with attention to detail
- Strong problem solving, organizational and analytical skills
- Organized with the ability to quickly and effectively adapt to change
- Experience with WFM, CRM, and reporting platforms, bonus points for NICE/IEX, Looker and Salesforce
- Self-starter able to work independently and effectively with a focus on time management and prioritization
This role is located in Plano, TX and required being in office 5 days a week.
#LI-JS2
The base salary range represents the low and high end of the anticipated salary range for this position based at our Plano office. The actual base salary offered for this position will depend on numerous factors including, without limitation, experience and business objectives, and if the location for the job changes. Our base salary is just one component of Peloton’s competitive total rewards strategy that also includes annual equity awards and an Employee Stock Purchase Plan as well as other region-specific health and welfare benefits.
As an organization, one of our top priorities is to maintain the health and wellbeing for our employees and their family. To achieve this goal, we offer robust and comprehensive benefits including:
- Medical, dental and vision insurance
- Generous paid time off policy
- Short-term and long-term disability
- Access to mental health services
- 401k, tuition reimbursement and student loan paydown plans
- Employee Stock Purchase Plan
- Fertility and adoption support and up to 18 weeks of paid parental leave
- Child care and family care discounts
- Free access to Peloton Digital App and apparel and product discounts
- Commuter benefits and Citi Bike Discount
- Pet insurance and so much more!
ABOUT PELOTON:
Peloton (NASDAQ: PTON) provides Members with expert instruction, and world class content to create impactful and entertaining workout experiences for anyone, anywhere and at any stage in their fitness journey. At home, outdoors, traveling, or at the gym, Peloton brings together innovative hardware, distinctive software, and exclusive content. Founded in 2012 and headquartered in New York City, Peloton has millions of Members across the US, UK, Canada, Germany, Australia, and Austria. For more information, visit www.onepeloton.com.
Peloton is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. Equal employment opportunity has been, and will continue to be, a fundamental principle at Peloton, where all team members, applicants, and other covered persons are considered on the basis of their personal capabilities and qualifications without discrimination because of race, color, religion, sex, age, national origin, disability, pregnancy, genetic information, military or veteran status, sexual orientation, gender identity or expression, marital and civil partnership/union status, alienage or citizenship status, creed, genetic predisposition or carrier status, unemployment status, familial status, domestic violence, sexual violence or stalking victim status, caregiver status, or any other protected characteristic as established by applicable law. This policy of equal employment opportunity applies to all practices and procedures relating to recruitment and hiring, compensation, benefits, termination, and all other terms and conditions of employment. If you would like to request any accommodations from application through to interview, please email: [email protected].
At Peloton, we embrace technology, including AI, to enhance productivity and accelerate innovation in the work we do for our members, However, in our hiring process, our priority remains in getting to know you and your unique qualifications. To ensure a fair and equitable process, we do not permit the use of AI tools during any stage of the application and interview process. In considering you as an applicant, we want to understand your skills, experiences, and motivations without mediation through an AI system. We also want to directly assess your communication skills without the use of an AI tool.
Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act, the City of Los Angeles Fair Chance Initiative for Hiring Ordinance and the San Francisco Fair Chance Ordinance, as applicable to applicants applying for positions in these jurisdictions.
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