Description

About Us

LegalZoom is the nation’s leading provider of personalized, online legal solutions and legal documents for businesses and families.  We are high-growth and fast-paced with a mission to disrupt the legal industry by bringing great legal help to people at a reasonable price.  We believe in hard work, passion, and innovation for what we do and how we deliver.

Job Description

A Workforce Analyst improves, interprets, analyzes, and rates the workforce to reduce overheads and increase customer satisfaction and experience. You prepare daily reports of attendance of staff members and manage schedules to ensure that there are adequate resources for all departments. You communicate with the operations, management, and human resources teams to be sure that all departments are abiding by company standards. You aim at a hassle-free and continuous work flow of a project or an organization. You frame important connections throughout the organization to help in the implementation of internal communications.

Responsibilities Include, But Are Not Limited To:

• Develop and maintain a comprehensive forecasting and scheduling model, using Workforce Management tools to forecast call volume, create staffing requirements and generate work schedules for contact centers
• Provide long-term forecasts to management and product owners in support of future strategic initiatives
• Responsible for providing/create detailed reporting on call center, team and agent metrics daily as well as provide business insights
• Manage/maintain reporting database to ensure accuracy
• Provide/maintain vendor metric reporting
• Performs any other related duties as required or assigned 

Qualifications

• 2-4 years experience in Workforce Management, preferably in contact centers with at least 100 employees.
• 5 plus years relevant work experience.
• Demonstrated strong analytical skills
• Ability and willingness to learn new software applications.
• Skills in complex problem solving, judgment, critical thinking and decision making.
• Ability to be highly organized with an emphasis on accuracy and timeliness.
• Ability to organize information and have attention to detail and accurately follow procedures.
• Ability to work alone with minimum supervision and with others in a team environment, occasionally under time pressure and on several tasks at the same time.
• Ability to effectively communicate orally and in writing with co-workers, management team, other Departments, vendors, and outside agencies, including being sensitive to professional ethics.
• Ability to work occasionally evenings and weekends to meet deadlines.