Workforce Management Analyst at Snapdocs, Inc.
Snapdocs is a rapidly growing San Francisco-based real estate technology unicorn backed by leading investors Sequoia, Y Combinator, Tiger Global, F-Prime, and others. We're on a mission to perfect mortgage closings for all. Powering millions of closings a year, Snapdocs is leading the charge to modernize, streamline, and improve the mortgage process for lenders, borrowers, and settlement.
Snapdocs is looking for a Workforce Management Analyst! This high impact role is an opportunity for you to bring your long term forecasting, intraday resource management, and technical expertise to a growing startup. As the company moves into a period of accelerated growth, we need a top-notch workforce analyst who can ensure that people are in the right place at the right time. If the prospect of in depth planning, creating data-driven solutions, and serving as a partner to internal stakeholders excites you, read on…
Snapdocs is an early-stage technology platform, backed by blue-chip venture capital firms like Founders Fund, SV Angels, Sequoia Capital, F-Prime Capital and Y Combinator. We are tackling the $1.75 trillion U.S. mortgage market, developing modern software for an industry that still relies on fax machines and manila envelopes. We bring security, efficiency, and ultimately a better home buying experience to a paper-based pillar of the US economy. As we expand our product offering and tackle a broader swath of customers, we need someone with the expertise to make impactful legal decisions for the company. That’s where you come in…
As our Workforce Management Analyst, you will be responsible for long and short term forecasting to ensure we meet our SLA (service level agreement) and budget targets. You will use tools and languages such as Google Sheets, SQL, and more to get to a data-driven understanding of User Operations staffing needs, and articulate recommendations based on your findings. Not only will you provide daily tactical guidance such as report creation and intraday staffing planning, but you will also work on more strategic initiatives to improve processes, help us scale, and enhance our overall customer experience.
Our ideal candidate will have 5 years of professional work experience, 2 of which has been customer facing and working in a WFM capacity. You have an in-depth understanding of WFM concepts such as occupancy rate, adherence, shrinkage, coverage, callout percentage, and HOO and have used any WFM tool such as Calabrio, Injixo, AgyleTime, Monet, etc. You will also have a strong understanding of traditional customer service KPIs such as net promoter score, customer satisfaction, first contact resolution, handle time, and more. We expect you to be an expert in WFM scheduling and forecasting systems and tools, as well as creating long and short term forecasts. Above all, we want an empathetic, resilient, and driven person to contribute lasting positive effects to our team. Being able to take ownership of projects and timelines will go a long way!
Colorado applicants: This role pays $74,000 - $85,000 annually plus equity in the company (pay for other locations may vary).
Snapdocs strongly values diversity and drive. We want to work with people of different backgrounds and different paths in life, and we trust our team to make smart decisions. This means we value independent work as well as collaboration. We provide excellent benefits (listed below) and are located in both San Francisco and Denver!
Our benefits include (but are not limited to):
- 21 days of vacation
- Company subsidized health, dental, vision insurance
- Flexible spending account for healthcare and dependent care
- 401(k) with up to 4% company match
- Life and disability insurance
- Commuter benefits
Snapdocs is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. If you have a disability or special need that requires accommodation, please let us know.