Hi, We’re AppFolio.
We’re innovators, changemakers, and collaborators. We’re more than just a software company – we’re pioneers in cloud and AI who deliver magical experiences that make our customers’ lives easier. We’re revolutionizing how people do business in the real estate industry, and we want your ideas, enthusiasm, and passion to help us keep innovating.
AppFolio is seeking a detail-oriented and analytical Workforce Management Analyst to join our dynamic Customer Care team.
This role is ideal for someone passionate about analytics, forecasting, and planning to ensure the efficient and effective operation of our customer care team. You will work closely with management to analyze trends, forecast demand, and develop strategies to meet our service level objectives. If you have a knack for numbers and a desire to impact customer satisfaction positively, this position is for you.
Are you ready to embark on a journey where your analytical skills directly contribute to shaping the future of our customer care workforce? Join us!
Your impact:Demand Forecasting: Analyze historical data and forecast contact volumes to ensure adequate staffing levels across multiple communication channels (phone, email, chat).Schedule Optimization: Develop and manage efficient scheduling to match workforce capacity with forecasted demand, including planning for peak times, holidays, and special events.Real-Time Management: Monitor and manage real-time staffing levels to achieve optimal service levels and efficiency. Respond to unexpected changes in volume or staffing by adjusting schedules and coordinating with management.Performance Analysis: Utilize workforce management software to track key performance indicators (KPIs), identify areas for improvement, and report on service level achievements and opportunities.Stakeholder Collaboration: Work closely with customer care leadership, CX, and other departments to communicate workforce needs, challenges, and strategies.Analytical Tools Mastery: Utilize analytical tools such as Tableau, and Excel to generate actionable insights and recommendations on workforce trends.Process Design and Documentation: Develop and refine workforce management processes, documenting procedures, guidelines, and best practices to ensure clarity, efficiency, and scalability.
Qualifications:BA/BS in Business Administration, Operations Management, Analytics, or a related field or equivalent experience.1-3 years of experience in workforce management, planning, or a related analytical role, preferably within a customer support or call center environment.Strong analytical and problem-solving skills, with a strong proficiency in statistical analysis and forecasting methodologies.Experience with workforce management software (e.g., NICE, Calabrio, Genesys, Aspect) and proficiency in Excel or similar data analysis tools.Excellent communication and interpersonal skills, with the ability to present complex data in a clear and concise manner to stakeholders at all levels.Ability to work independently, manage multiple priorities, and adapt to changing demands in a fast-paced environment.A proactive, collaborative team player with a positive attitude and a focus on business outcomes.Knowledge of SaaS tech industry nuances, particularly in a customer care context.
Compensation & BenefitsThe base salary that we reasonably expect to pay for this role is: $72,000 - $99,000The actual base salary for this role will be determined by a variety of factors, including but not limited to: the candidate’s skills, education, experience, etc.
Please note that base pay is one important aspect of a compelling Total Rewards package. The base pay range indicated here does not include any additional benefits or bonuses/commissions that you may be eligible for based on your role and/or employment type.
Regular full-time employees are eligible for benefits - see here.
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Why AppFolio
Grow | We enable a culture of high performance, where delivering results is recognized by opportunities for growth and compelling total rewards. Our challenging and meaningful work drive the growth of our business, and ourselves.
Learn | We partner with you to realize your potential by investing in you from the start. We're cultivating a team of big thinkers through coaching and mentorship with our best-in-class leaders, and giving you the time and tools to develop your skills.
Impact | We are creating a world where living in, investing in, managing, and supporting communities feels magical and effortless, freeing people to thrive. We do this by innovating with purpose while cultivating a culture of impact. We learn as much from each other as we do our customers and our communities.
Connect | We excel at hybrid work by fostering an environment that feels flexible, personal and connected, no matter where we are. We create space to fuel innovation and collaboration, and we come together to celebrate, connect, and succeed.
Paddle as One.
Learn more at appfolio.com/company/careers
Statement of Equal Opportunity
At AppFolio, we value diversity in backgrounds and perspectives and depend on it to drive our innovative culture. That’s why we’re a proud Equal Opportunity Employer, and we believe that our products, our teams, and our business are stronger because of it. This means that no matter what race, color, religion, sex, sexual orientation, gender identification, national origin, age, marital status, ancestry, physical or mental disability, or veteran status, you’re always welcome at AppFolio.