Workforce Scheduler and Analyst I

| Austin | Hybrid
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BigCommerce is disrupting the e-commerce industry as the SaaS leader for fast- growing, mid-market businesses. We enable our customers to build intuitive and engaging stores to support every stage of their growth.

BigCommerce, named a 2020 "Best Place to Work" in Austin, is seeking a Workforce Scheduler & Analyst I in our Customer Success Services (Technical Support) department, to be primarily responsible for intraday scheduling and agent adherence. You will handle all intraday scheduling processes and adjustments for our phone, live chat, and ticketing operations in an Omni Agent environment. The Analyst I closely monitors real-time activity and takes action to ensure achievement of departmental goals for Not Ready Time, Service Level, and Schedule Adherence. 

This position is also responsible for weekly reporting duties around agent metrics, such as overtime, sick time, vacation used, on-call hours, etc. The Analyst must have in-depth knowledge and a thorough understanding of the inter-relationship between adherence, staffing, call arrival patterns and volumes. 

This position reports to the Director, Workforce Planning and Analysis, while working closely with Senior CSS Leadership to ensure that we achieve business service level objectives and maximize efficiency, while adhering to our high quality standards. The Workforce Scheduler & Analyst I also works closely with the Workforce Scheduler & Analyst II, and acts as the backup for those duties and tasks.

What You’ll Do:

  • Processing Onboarding / Offboarding Agents in various systems
  • Manage daily call-in/sick day emails and processing using multiple systems
  • Timekeeping system (Insperity Timestar) updates, punch fixes, missed punch entries, Vacation Requests, End of Pay Period Verification
  • Schedule Adherence and Attendance “Exceptions” approval / denial / entry and processes infraction exception requests
  • Processes unplanned Overtime and VTO offers to agents
  • Monitor agent’s real-time adherence to schedule and contact supervisors/leads/managers as necessary to maximize productivity and contact center performance.
  • Assists Supervisors in managing the intraday schedules, updates, and equalize agent workloads based on call volume, traffic patterns, meetings, and constant ongoing training
  • Compiles and distributes reporting for daily/weekly/monthly reports and distribute to management team as needed
  • Produce adherence reports and analysis recommending temporary and permanent schedule changes
  • Cross train and provide backup support for the Workforce Scheduler and Analyst II
  • Perform other duties and assignments as directed 

Who You Are:

  • Must have 1+ years of workforce management experience in a Technical Support environment, or the equivalent
  • Advanced proficiency with Excel to analyze labor data, call volumes, and to create reports and charts
  • Intermediate skills with Microsoft Office products like Word and Powerpoint
  • Ability to adapt and self-learn new software programs, processes, policies, and skills quickly
  • Understand the importance of data integrity, the reassurance of the accuracy of it, as well as the consistency of data over its whole life 
  • Close attention to detail ensuring data and reporting are accurate
  • Understanding of Call Center Operations, contact flow, and knowledge of support center fundamentals
  • Understanding of Real-Time Adherence and how it relates to Service Level goals
  • Previous experience with a Workforce Management software suite is a plus
  • Excellent time management, research, and organization skills, with the ability to multitask and meet deadlines
  • Strong mathematical, analytical, communication, and organization skills 
  • Highly organized with an emphasis on accuracy and timeliness
  • Strong problem-solving, sound judgement, and critical thinking
  • Solid written and verbal communication skills with all levels of co-workers and team members

Diversity, Equity & Inclusion at BigCommerce

 

We have the opportunity to build not only a great business but a great company, with soul. Our beliefs and commitment to diversity, equity and inclusion are a central part of achieving that.

 

Our dedication to DEI is grounded in two things: a moral belief in the dignity, value, and potential of every individual, and a practical belief that diverse, inclusive teams will create the best outcomes for our customers, partners, employees, and company. We welcome everyone to be a part of our journey.

 

Current BigCommerce Employees: Please use the internal job board to apply for openings

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
  • People Operations
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PHPLanguages
    • PythonLanguages
    • RubyLanguages
    • ScalaLanguages
    • SqlLanguages
    • SwiftLanguages
    • TypeScriptLanguages
    • ElixirLanguages
    • ErlangLanguages
    • Objective -CLanguages
    • ScalaLanguages
    • GoLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • ReactLibraries
    • ReduxLibraries
    • AjaxLibraries
    • Backbone.jsFrameworks
    • CircleCIFrameworks
    • HadoopFrameworks
    • LaravelFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SpringFrameworks
    • Vue.jsFrameworks
    • jQueryFrameworks
    • Next.jsFrameworks
    • SeleniumFrameworks
    • JenkinsFrameworks
    • ScalatestFrameworks
    • MockitoFrameworks
    • CassandraDatabases
    • HBaseDatabases
    • HiveDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • RedisDatabases
    • SnowflakeDatabases
    • RedshiftDatabases
    • Google AnalyticsAnalytics
    • TableauAnalytics
    • PhotoshopDesign
    • SketchDesign
    • Adobe Creative SuiteDesign
    • AsanaManagement
    • ConfluenceManagement
    • Google DriveManagement
    • Google DocsManagement
    • JIRAManagement
    • SmartsheetManagement
    • WordpressCMS
    • SalesforceCRM
    • MailChimpEmail
    • MarketoLead Gen
    • Google HangoutsCollaboration
    • Microsoft TeamsCollaboration
    • SlackCollaboration
    • ZoomCollaboration
    • SmartsheetProject Management

Location

Our HQ is set amongst trees and nature trails in the beautiful hills of Austin.

What are BigCommerce Perks + Benefits

BigCommerce Benefits Overview

We empower our employees to think big and do great work by offering a positive work environment and outstanding benefits.

For your health: We offer multiple national medical insurance plans including PPO and HDHP options. We also offer a PPO dental plan and vision insurance.

For your wealth: We offer a 401(k) retirement plan, a Health Savings Account (HSA), a Healthcare Flexible Spending Account (FSA), and a Dependent Care Flexible Spending Account (DCRA) as pre-tax benefits. We also offer company paid life insurance up to 3 times your annual salary, as well as company paid short-term & long-term disability insurance.

For your resilient self: We care about your wellbeing in addition to your health and wealth. To assist with that, we offer paid vacation leave (15 days PTO for hourly employees and open vacation for our salary employees). All employees receive paid sick leave, paid volunteer time, and a paid wellness day. We have multiple family benefits for caregivers including paid parental leave, newborn child sick leave, adoption assistance, and a flexible return to work policy. We also offer educational reimbursements, a free BigCommerce ecommerce store, and an Employee Assistance Program.

Last, but definitely not least, we like to enjoy ourselves at work. We have company-sponsored employee programs including Employee Resource Groups, culture clubs, even virtual events.

Culture
Volunteer in local community
We encourage our employees to give back to our local communities through volunteer work. BigCommerce provides two paid Charity/Volunteering Leave days per calendar year to all permanent employees.
Partners with nonprofits
Each year, the BC family partners with Partnerships for Children to help kids in the Austin area who have been taken from their homes and are living in protective custody during the holidays.
Open door policy
Open office floor plan
Employee resource groups
Employee-led culture committees
Hybrid work model
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Diversity employee resource groups
BEmpowered for women, non-binary people, and allies; BProud for LGBTQ+ and allies; B-United for Veterans and allies; BCinColor for people of color and allies; BigFamily for caregivers and alli
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
National United HealthCare PPO & HDHP plan options with deductibles as low as $500, coverage up to 100% for in-network services and low monthly premiums
Life insurance
Pet insurance
Wellness programs
Team workouts
Mental health benefits
Financial & Retirement
401(K)
Company equity
BigCommerce offers equity to employees through a number of different occasions, including an annual equity performance review period.
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Unlimited vacation policy for salaried team members and generous accrued time off policy for non-exempt team members.
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
We offer employees parking in a garage on the property.
Fitness stipend
Onsite gym
Professional Development Benefits
Job training & conferences
BigCommerce offers a variety of opportunities for learning and development from training sessions and workshops, to different conferences to attend.
Lunch and learns
Promote from within
Mentorship program
Career mentorship is available.
Continuing education stipend
Continuing education available during work hours
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

We empower our employees to define culture in the areas of wellness & fitness, community & volunteerism, and team building through local culture clubs that help our employees connect. Our Employee Resource Groups (ERGs) support our diverse workforce through supportive, inclusive networks that help develop awareness and respect across the company. We sustain our culture by understanding what drives our employees' engagement, measuring that engagement, and implementing initiatives to continue to make BigCommerce an even better place to work.

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