About the role
After becoming one of the fastest growing startups in the United States ($0 → $11B), Rippling is ready to up-level our operations to scale to $1B in ARR over the next couple years. We need someone who can take us from 1 to 10—and beyond, on a global scale.
We are seeking a highly motivated and detail-oriented Workforce Management (WFM) Analyst to join our WFM team. The WFM Analyst will be responsible for monitoring and managing workforce performance in real-time, ensuring that our service levels are met across all groups within our multi-channel support team. You will work closely with the WFM Program Manager to optimize workforce utilization and respond to dynamic changes and needs.
What you will do:
Monitor real-time service levels and other key performance metrics across all teams.
Monitor and adjust for volume spikes real time in order to meet our service levels.
Use our custom in-house scheduling software to make real-time adjustments to schedules and staffing.
Communicate effectively through Slack to notify relevant parties about any workforce changes or issues.
Coordinate with different teams to ensure optimal resource allocation and staffing levels.
Collaborate with the WFM Program Manager to develop and implement strategic workforce management initiatives.
Provide real-time support and guidance to team leads and managers regarding staffing needs.
Assist in the development and implementation of workforce management policies and procedures.
What you will need:
4+ years of experience in a WFM role.
Proven experience in a workforce management team as a real time analyst in a multi channel contact center environment.
Understanding of WFM methods such as forecasting, scheduling, adherence, occupancy, and service level.
Admin experience with scheduling software (IEX, Calabrio, Verint, etc).
Excellent analytical skills with the ability to interpret data and make data-driven decisions.
Effective communication skills, particularly via Slack or similar platforms.
Ability to work collaboratively in a dynamic, fast-paced environment.
Proficiency in Google Suite (Sheets, Docs, Slides, etc) or similar tools.
Strong organizational skills and attention to detail.
NOTE : This role requires you to work in the EST timezone (5:30 PM to 2:30 AM IST). This is a hybrid role. We expect you to be in our Bangalore office for 3 days in the week.
About the company
Rippling gives businesses one place to run HR, IT, and Finance. It brings together all of the workforce systems that are normally scattered across a company, like payroll, expenses, benefits, and computers. For the first time ever, you can manage and automate every part of the employee lifecycle in a single system. Based in San Francisco, CA, Rippling has raised $1.2B from the world’s top investors—including Kleiner Perkins, Founders Fund, Sequoia, Greenoaks, and Bedrock—and was named one of America's best startup employers by Forbes.
