Workforce Analyst, Real Time Adherence

  • Administrative, HR and Recruiting
  • Full-time Remote
  • 1 week ago
  • Work Remotely
  • Shift Morning
  • Job Qualifications Bachelor
  • Job experience 2 to 4 Years
  • Job level Experienced

Job Description

The Workforce Analyst will assist withschedule planning of our team of dedicated Customer Experience Concierges,responsible for delivering exceptional service to Brilliant Earth customers.This is a hands-on, detail-oriented role that requires a desire to dive intoresource allocation, analysis and scheduling, to ensure we best utilize ourgreatest resource –our people. You will be involved in process improvements tobetter serve our customers and improve operational effectiveness. As the team’sWorkforce Analyst, you will have the opportunity to help shape the customerexperience and have a direct impact on the growth of the company. 


The ideal candidate will be able to work aTuesday –Saturday schedule.


What you’ll do:


Manage changes to scheduling to ensure adequate daily resourcecoverage and analyze PTO submissions and approve/deny based on their effect onoperations.


Monitor interval data using telecom, chat, CRM and providerecommendations to the customer experience team to meet desired service levelstandards.


Responsible for assisting with intraday reporting to the business.


Communicate with management and operations team to ensurecompliance with company standards.


Monitor attendance and schedule adherence, and assist withConcierge hiring plan


Assist with process management requests for modifications ofscheduling events (meetings/training, one on ones etc.).


Communicate and work with staff members, management, and HumanResources.


You’re a great candidate if you have: 


Bachelor’s or Associate’s degree, or equivalent, preferred


Bachelor’s or Associate’s degree, or equivalent, preferred


Proven track record of high performance in a fast-paced callcenter or sales environment


Past experience with resource allocation, real time adherence andworkforce scheduling


Experience with Verint software a plus


Highly organized with focus on execution, problem solving, andimproving processes


Motivated self-starter with high efficiency work style


Extreme attention to detail


Ability to think critically and adapt quickly in a flexibleenvironment


What We Offer:


At Brilliant Earth, we’re passionate about theemployee experience. That’s why we offer an excellent training program andendless opportunities for career growth! In addition, we offer competitivesalaries and a robust benefits package, including:    


Insurance. Medical, dental, and vision insurance kick in on the first day ofyour 2nd month!   


401k match. We know that saving for the future is important. That’s why weoffer a generous 401k match.   


Open PTO Policy. We know it’s important to recharge and relax. 


Disability and Life insurance. 100% employer-paid.   


Pre-Tax Commuter Benefits.   


Continued Education. Company-sponsored learning in leadership, professionalskills, diversity & inclusion, and access to tuition reimbursement forrole-specific trainings.    


Employee Discounts. As an employee at Brilliant Earth, you’ll receive a generousdiscount on our jewelry.   


Wellness Benefits. We offer access to exclusive discounts on gym membershipsand more, as well as an Employee Assistance Program for 24/7access tocounseling.   


Giving Back and Volunteer Opportunities. In addition to our giving back programs,our teams support local initiatives and spend time together by volunteering.    


More about Us:


Brilliant Earth isone of the fastest growing e-commerce jewelers in the world, and a global leaderin ethically sourced fine jewelry. Founded in 2005, we have been featured inTime, The Knot, Forbes, and Refinery29, among many other media outlets. We area group of dedicated team members with a common goal of creating a moresustainable, transparent, and compassionate jewelry industry. We are searchingfor bright and passionate people who are excited to make an impact from day oneand grow with the company to take on greater responsibility over time. We arehard-working team players that welcome challenges and rise to any occasion. Ourcommunity of collaboration, respect and encouragement is fostered by frequentteam events, cross-departmental meetings and celebrating our wins, big andsmall. Brilliant Earth team members bring a top-notch attitude and awillingness to help each other grow.  


Brilliant Earth recognizes the value ofdiversity and inclusion on our team, as we work together to reinvent finejewelry in a thoughtful and modern way. At Brilliant Earth, we celebrate eachother – our successes, the lessons along the way, and the unique perspectiveseach individual brings to our team. It is our intent to maintain a workenvironment and hiring process which is free of harassment or discriminationbecause of sex, race, religion, color, national origin, physical or mentaldisability, genetic information, marital status, age, sexual orientation,gender identity, military service, veteran status, or any other statusprotected by Federal, State or local laws. We are committed to complying withall Federal, State and local laws providing Equal Employment Opportunities, andall other employment laws and regulations.  


How to Apply & What to Expect:   


Everyone at Brilliant Earth has a voice – wewant to hear yours! If you are interested in growing with Brilliant Earth, sendus a resume and cover letter letting us know why you are interested in joiningour mission and our team. Please include a sentence about your favorite shapeof diamond.  


You’ll receive an email when we’ve received yourapplication, and can expect an update within a week of applying. The interviewprocess for this role includes a phone call with the recruiting team and videointerviews with our leaders! 




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