Immediate Hiring: Operations Support Analyst, Workforce Solutions
Quick Overview:Position: Operations Support Analyst, Workforce SolutionsCompensation: a competitive salaryStart Date: Immediate openings availableCompany: WorkwarpLocation: Remote  The Workforce Solutions team contributes to SquarespaceÂs mission of empowering people with creative ideas to succeed by helping the Customer Operations Team provide around-the-clock support. Ensuring that our Agents are scheduled to provide the right information at the right time is critical to Squarespace's success.
As an individual contributor on the Support Operations team, you serve as an analytics expert to monitor the health of our operations. You will schedule our global resources, manage the intra-day volume workload on a real-time basis, and provide accurate reporting to our stakeholders. YouÂll also provide subject matter expertise for Aspect tools and software, as Squarespace continues to grow.
This position is remote in the United States and reports in through the Manager of Workforce Solutions in Dublin, Ireland.
YouÂll Get To...
 Be the primary contact in supporting our internal Acuity and Customer Success teams and manage the relationship between WFS and team leadership
 Identify trends in data and develop recommendations for operational improvements within Customer Support to improve efficiency and the customer experience
 Design reports for evaluating performance for a variety of Customer Support teams and programs
 Create compelling stories through data to influence decisions while working with multiple partners, including Customer Support Managers and Directors
 Help design and monitor ETLs to consolidate data into reliable datasets for analysis
 Work with our external partners and their WFM team to monitor Intra-Day performance and recommend the reallocation of available resources across channels
 Monitor and report the attendance for all external contractors, ensuring that exceptions or absences have been recorded in Assembled
 Identify factors contributing to increased workload such as increased volume or AHT and work with leadership to identify causes to bring the workload back into alignment with the forecasts
 Monitor real-time schedule adherence of our external partners and works with the Operations team to resolve adherence issues and ensure staffing to requirements.
 Create daily performance reports reflecting channel health using in-house designed tools to promote queue awareness, and data literacy.
 Deliver weekly over/under staffing reports on Intraday Performance (IDP) and analyze data to address operational challenges and trends
 Contribute to the development of operational policies and documentation of Workforce Solutions processes
Who WeÂre Looking For...
 5+ years experience routing real-time contact center operations in a command center environment, including experience with external partners
 3+ years of experience using a workforce management tool
 Experience analyzing statistical data/trends and recommending quick applicable steps
 Advanced proficiency in Excel / Google Sheets
 Experience with database design and creating front-end solutions for reporting and data distribution
 Comfortable diving into data to find trends and identify areas for improvement
 Ability to devise creative solutions in a collaborative environment
 Experience with Zendesk and Google Cloud Platform
 Exposure to at least one high-level programming language such as SQL, Python, R or SAS
Benefits & Perks
 A choice between medical plans with an option for 100% covered premiums
 Health Savings Account with Squarespace funding
 Fertility and adoption benefits
 Supplemental Insurance plans
 Headspace mindfulness app subscription
 Retirement benefits with employer match
 Flexible paid time off
 12 to 20 weeks of paid family leave
 Equity plan for all employees
 $100 per month remote Stipend
 Access to supplemental insurance plans for additional coverage
 Education reimbursement
 Employee donation match to community organizations
 6 Global Employee Resource Groups (ERGs)
Cash Compensation Range: $53,500 - $96,500 USD
The base salary for this position will vary based on job-related criteria including relevant skills, experience, and location, among other factors.
In addition to the cash compensation above (which includes base salary and, where applicable for eligible roles, may include on-target commissions or overtime pay), all Squarespace employees are eligible to receive equity in the company as part of their total compensation.
About Squarespace
Squarespace (NYSE: SQSP) is a design-driven platform helping entrepreneurs build brands and businesses online. We empower millions of customers in more than 200 countries and territories with all the tools they need to create an online presence, build an audience, monetize, and scale their business. Our suite of products range from websites, domains, ecommerce, and marketing tools, as well as tools for scheduling with Acuity, creating and managing social media presence with Bio Sites and Unfold, and hospitality business management via Tock. Our team of more than 1,700 is headquartered in bustling New York City, with offices in Chicago, Dublin, Ireland, Aveiro, Portugal, and coworking spaces in the UK, Netherlands, and Australia. For more information about our company culture, visit www.squarespace.com/about/careers.
Our Commitment
Today, more than a million people around the globe use Squarespace to share different perspectives and experiences with the world. Not only do we embrace and celebrate the diversity of our customer base, but we also strive for the same in our employees. At Squarespace, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.
Thank you in advance for providing the following details about your work history from your resume! This helps us ensure that your candidate information is accurate and consistent during the hiring process.
Squarespace will never solicit your personal banking information or ask you to transfer money in connection with a job offer or interview. We also will not reach out to you via phone or SMS without your permission or knowledge. Apply Job! Simple Application ProcessReady to join us? The first step is easy. Click apply now and we'll be in touch soon!
Apply Now
As an individual contributor on the Support Operations team, you serve as an analytics expert to monitor the health of our operations. You will schedule our global resources, manage the intra-day volume workload on a real-time basis, and provide accurate reporting to our stakeholders. YouÂll also provide subject matter expertise for Aspect tools and software, as Squarespace continues to grow.
This position is remote in the United States and reports in through the Manager of Workforce Solutions in Dublin, Ireland.
YouÂll Get To...
 Be the primary contact in supporting our internal Acuity and Customer Success teams and manage the relationship between WFS and team leadership
 Identify trends in data and develop recommendations for operational improvements within Customer Support to improve efficiency and the customer experience
 Design reports for evaluating performance for a variety of Customer Support teams and programs
 Create compelling stories through data to influence decisions while working with multiple partners, including Customer Support Managers and Directors
 Help design and monitor ETLs to consolidate data into reliable datasets for analysis
 Work with our external partners and their WFM team to monitor Intra-Day performance and recommend the reallocation of available resources across channels
 Monitor and report the attendance for all external contractors, ensuring that exceptions or absences have been recorded in Assembled
 Identify factors contributing to increased workload such as increased volume or AHT and work with leadership to identify causes to bring the workload back into alignment with the forecasts
 Monitor real-time schedule adherence of our external partners and works with the Operations team to resolve adherence issues and ensure staffing to requirements.
 Create daily performance reports reflecting channel health using in-house designed tools to promote queue awareness, and data literacy.
 Deliver weekly over/under staffing reports on Intraday Performance (IDP) and analyze data to address operational challenges and trends
 Contribute to the development of operational policies and documentation of Workforce Solutions processes
Who WeÂre Looking For...
 5+ years experience routing real-time contact center operations in a command center environment, including experience with external partners
 3+ years of experience using a workforce management tool
 Experience analyzing statistical data/trends and recommending quick applicable steps
 Advanced proficiency in Excel / Google Sheets
 Experience with database design and creating front-end solutions for reporting and data distribution
 Comfortable diving into data to find trends and identify areas for improvement
 Ability to devise creative solutions in a collaborative environment
 Experience with Zendesk and Google Cloud Platform
 Exposure to at least one high-level programming language such as SQL, Python, R or SAS
Benefits & Perks
 A choice between medical plans with an option for 100% covered premiums
 Health Savings Account with Squarespace funding
 Fertility and adoption benefits
 Supplemental Insurance plans
 Headspace mindfulness app subscription
 Retirement benefits with employer match
 Flexible paid time off
 12 to 20 weeks of paid family leave
 Equity plan for all employees
 $100 per month remote Stipend
 Access to supplemental insurance plans for additional coverage
 Education reimbursement
 Employee donation match to community organizations
 6 Global Employee Resource Groups (ERGs)
Cash Compensation Range: $53,500 - $96,500 USD
The base salary for this position will vary based on job-related criteria including relevant skills, experience, and location, among other factors.
In addition to the cash compensation above (which includes base salary and, where applicable for eligible roles, may include on-target commissions or overtime pay), all Squarespace employees are eligible to receive equity in the company as part of their total compensation.
About Squarespace
Squarespace (NYSE: SQSP) is a design-driven platform helping entrepreneurs build brands and businesses online. We empower millions of customers in more than 200 countries and territories with all the tools they need to create an online presence, build an audience, monetize, and scale their business. Our suite of products range from websites, domains, ecommerce, and marketing tools, as well as tools for scheduling with Acuity, creating and managing social media presence with Bio Sites and Unfold, and hospitality business management via Tock. Our team of more than 1,700 is headquartered in bustling New York City, with offices in Chicago, Dublin, Ireland, Aveiro, Portugal, and coworking spaces in the UK, Netherlands, and Australia. For more information about our company culture, visit www.squarespace.com/about/careers.
Our Commitment
Today, more than a million people around the globe use Squarespace to share different perspectives and experiences with the world. Not only do we embrace and celebrate the diversity of our customer base, but we also strive for the same in our employees. At Squarespace, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.
Thank you in advance for providing the following details about your work history from your resume! This helps us ensure that your candidate information is accurate and consistent during the hiring process.
Squarespace will never solicit your personal banking information or ask you to transfer money in connection with a job offer or interview. We also will not reach out to you via phone or SMS without your permission or knowledge. Apply Job! Simple Application ProcessReady to join us? The first step is easy. Click apply now and we'll be in touch soon!
Apply Now