Job Description

IMPORTANT: WE WILL ONLY ACCEPT APPLICATIONS FILLED OUT AT: HTTPS://CLICKUP.COM/CAREERS This is a once-in-a-lifetime opportunity to join a hyper-growth startup focused on saving people time and making the world more productive! At ClickUp, our #1 CORE VALUE is providing the best customer service experience EVER! Our Workforce Analyst is a crucial part of our Support team. Using their talents to forecast need and guide optimally scheduling so we can continue meeting our standard of instantly responding in multiple channels, 24/7, to clients around the world. At ClickUp, data is the key driver behind the decisions we make every day. Our teams rely on accurate and up to date data to perform at their best. An ideal candidate enjoys analyzing, forecasting, collaborating, and delivering results, and will be able to create systems that scale with us. Teamwork is vital to how ClickUp operates and a significant portion of your responsibilities will include working closely with Managers to understand and coordinate team needs. You should be able to work independently with little supervision, and also enjoy a fast paced and collaborative work environment. It is important that you are able to manage a range of tasks and prioritize their responsibilities, and meet deadlines with urgency and optimism.

The Role:

• • Organize available data streams for robust ticket forecasting across support channels.
• • Collaborate with managers for efficient scheduling processes as well as time and attendance monitoring and accountability.
• • Provide analytical insights into volume trends, staffing level issues, and opportunities to optimize workforce scheduling for all support teams.
• • Bring data based suggestions for adjustments and improvements to make sure service levels and profitability goals are met as the user base and company grows.
• • Stay connected to product developments and marketing efforts to foresee fluctuation in demand and develop scheduling techniques to compensate for surges.
• • Collaborate on Support team hiring by projections considering volume forecasting, team transfers, and timezone needs.
• • Real time and historical reports about team performance and staffing levels.

Qualifications:

• • 4+ years experience in forecasting, planning, and scheduling for high volume teams, preferably with a global organization.
• • Confidence with the analytical skills essential for reviewing information, analyzing data, and making appropriate recommendations for improvement.
• • Comfortable with relevant software for storing data, create reports, producing schedules and perform other tasks.
• • Familiar with workforce optimization approaches.
• • Ability to summarize, visualize, and effectively present data.
• • Familiarity with key SaaS support performance indicators.
• • Benchmarking and trending experience.
• • Knowledgeable of labor and scheduling laws.
• • Strong communication skills to ensure management team is well informed of developments and issues.

IMPORTANT: WE WILL ONLY ACCEPT APPLICATIONS FILLED OUT AT: HTTPS://CLICKUP.COM/CAREERS  

Company Description

ClickUp is the fastest growing productivity app, growing to 200,000+ teams and a $1 billion (unicorn) valuation in under 3 years. We're creating a place for anyone to work on anything. Our vision of making the world more productive is just getting started. ClickUp is a productivity platform that provides a fundamentally new way to work. More than just task management - ClickUp offers notes, reminders, goals, calendar, scheduling, and even an inbox. Fully customizable, ClickUp works for every type of team, so all teams can use the same app to plan, organize, and collaborate. We're building the future - to make the world more productive. ClickUp was ranked a Top 10 fastest growing app of 2018: https://www.entrepreneur.com/article/316977