The Role
MaryRuth’s is looking for an experienced Workforce Operations Analyst to join our outstanding Customer Care Team. This individual will be responsible for analyzing performance data, creating and maintaining capacity and staffing plans for the department, building and presenting detailed reports on key metrics, and developing employee schedules for the Customer Care team. This role is a full-time (40 hr/wk), non-exempt, hourly, fully remote position for individuals in Mexico. The compensation for this role is $10 USD/hour.
Responsibilities
- Analyze historical performance data, including volume, service level, abandonment rate, and staffing levels, to identify trends and opportunities for improvement.
- Build and maintain capacity and staffing plans.
- Develop and maintain detailed reports on workforce performance and other key metrics, such as adherence, occupancy, and service levels.
- Create and manage employee schedules to ensure adequate staffing levels across the hours of operation.
- Collaborate with team leaders and management to address staffing issues and optimize workforce efficiency.
- Monitor real-time performance and make recommendations to adjust staffing levels as needed.
- Utilize workforce management software and tools to track and manage workforce data.
- Provide training and support to call center agents on the use of workforce management software.
- Some travel (<5%) may be required, with advance notice provided to the employee.
- Additional responsibilities as needed.
Qualifications
- Bachelor’s degree in Business, Statistics, or equivalent demonstrated work experience (preferred).
- Excellent analytical, problem-solving, and critical-thinking skills.
- Strong communication and interpersonal skills, with the ability to effectively collaborate with multiple departments.
- Proficiency in workforce management software (e.g., NICE, Aspect, Verint).
- Experience working with Excel, databases, or macros.
- Experienced in creating dashboards in tools such as Looker, Power BI, or Tableau.
- Strong organizational and time-management abilities.
- Ability to work in a fast-paced environment and adapt to changing priorities
Physical Requirements
- Must be able to exert up to 10 pounds of force occasionally or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects, including the human body.
- This role involves sitting most of the time, but may also involve moving for brief periods of time.
Benefits Summary
- Competitive compensation, commensurate with experience.
- Sick time.
- Paid company holidays.
- Flexible vacation.
- Medical insurance.
The Culture at MaryRuth
We are a fast-growing startup with a small, unified team that has a lot of fun and a big drive to change the world through our products. We are primarily an E-commerce, health-conscious company with a focus on creating vegan and organic vitamins and supplements for everyone.
We believe our work benefits from the diverse perspectives of our employees. As such, MaryRuth celebrates inclusion and is committed to equal opportunity employment.
MaryRuth is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to race, color, religious creed, sex, national origin, ancestry, citizenship status, hair texture and hairstyles, pregnancy, childbirth, (or related medical conditions, including, but not limited to lactation), physical disability, mental and/or intellectual disability, age, military status or status as a Vietnam-era or special disabled veteran, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer related or HIV/AIDS related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws.
