Company Overview
Intuit is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper.
We never stop working to find new, innovative ways to make that possible.
Qualifications
- A bachelor's degree in a business-related field or equivalent experience in Mathematics, Business Studies, Business Administration, or equivalent, combined with 5 years of workforce strategy in call center or back office operations
- Experience with Workforce Optimization software a plusHave working knowledge of eWFM, Siebel, Blue Pumpkin, IEX, TCS, Oracle, and I3 software (Interactive Intelligence) or any other workforce management software used to manage schedules, workflow, and statistical data
- Analytical SkillsPossess analytical skills essential for reviewing information, analyzing data, and make appropriate recommendations for improvement
- Computer proficiencyProficient with Microsoft Excel and Office & Google Suite, in order to store data, create reports, produce schedules and perform other tasks.
- Organizational and communication skillsEstablish an efficient workplace environment, able to manage a range of tasks and prioritize responsibilities, and meet deadlines Ability to adapt in a dynamic work environment, learn quickly, solve problems and make decisions with minimal supervision
Responsibilities
- Create and continually iterate short term and long term forecasting and planning models to determine headcount needs, and in turn, work closely with leadership to identify the need to scale
- Use advanced data modeling to create and continually iterate on 90-day, 6 month, and 12 month volume forecasts that partners will use to staff their teams
- Work cross-functionally to understand upcoming feature releases, product releases, and any other factors across the business that may impact volume
- Monitor intraday performance including case volume, average handle time , agent productivity, to provide key highlights to the managers and ensure adequate coverage all day, every day
- Use Workforce Optimization (WFO) software to improve efficiency
- Forecast staffing needs, taking into account volume and headcount requirements
- Recommend optimal shifts to meet SLA requirements
- Generate reports to show changes to productivity or performance
- Provide updates on changes and real time monitoring to meet customer volume changes.
- Effective and timely communication to leaders
- Experience in forecasting, planning, and scheduling for large volume
- Ability to summarize, visualize, and present data to multiple levels of stakeholders
- Present key metrics, contacts, drivers, incoming work volumes, including expected occupancy, utilization, service levels, handle time, case volume, and SLA’s
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