===== About Upserve =====

Upserve is the industry's leading full-service Restaurant Management Platform. In a single platform, Upserve offers the market-leading cloud point of sale for restaurants, actionable analytics, and seamless integration with leading third-party restaurant apps. Thousands of restaurants use Upserve to manage relationships with more than 32 million active diners, and to serve over 23 million meals per month.

Upserve is headquartered in Providence with additional offices in San Francisco, New York City and Denver. We believe that culture is a competitive advantage, and treat it as such -- our values of One Team, Impact, Empathy, Openness, Curiosity and Grit guide our daily actions. Learn more about what that means from our blog - https://upserve.com/inside-upserve - or by following us on Twitter and Instagram (@InsideUpserve).

The Workforce Management Analyst is responsible for analyzing and administering operational performance in the Denver Customer Support Center utilizing workforce management systems to ensure optimum productivity. Using the WFM system, you’ll manage all things scheduling, from forecasting call volume/patterns and proactively recommending adjustments, to running a shift bidding process, to handling day-to-day scheduling needs. Day to Day this means:

- Monitor contact flows, volumes, staffing, and service level, to adjust staffing and scheduled events to ensure SLAs are met

- Advise and Collaborate with leadership about anticipated concerns, recommending solutions, and implementing resolutions quickly and accurately

- Conduct and communicate regular shift bidding process

- Document processes clearly and thoroughly

- Produce call center reporting that is consumable by various levels of key stakeholders

===== The Right Ingredients =====Above all else, all Upserve employees are united in our shared optimism, passion, and enthusiasm for the customers we support through our innovative product. In our daily work, exemplify our values of grit, openness, empathy, Impact, and curiosity. It also means that you enjoy having a big impact, can operate autonomously and possess the following qualifications: - 3- 5 years of demonstrated success managing a Tier 1 Support Center workforce planning applications - Functional experience with forecasting and scheduling for call centers - Strong analytical and organization skills, including trend analysis.- Ability to plan, prioritize and organize effectively / detail-oriented.- Demonstrated ability to work independently, take initiative, problem solve, handle multiple tasks, and prioritize daily responsibilities. ===== Upserve's "Mise En Place" =====Above all else, all Upserve employees are united in our shared passion for the hospitality industry, our product, and the impact we can have on the owners and operators we serve. We have a track record of success, with 100%+ growth in the last 3 years. How do we do it? By providing great value to our customers, and by relentlessly focusing on the details - our Mise En Place (everything in its place).- Our Net Promoter Scores over the last six months are higher than any other SMB software company- Our SaaS 'quick ratio' and LTV to CAC is exceeding 4x, making us leaders in the market- Our newest product features enjoy ~70% weekly active users and nearly 50% daily active users.- Our leadership hails from top companies like OpenTable, TellMe, BrightCove, Microsoft, and McKinsey.- Our Board and Investment Partners include Vista Equity Partners, First Round, and Pritzker. But our focus on excellence doesn't stop there. We offer competitive employee, including the following: - 100% paid medical and dental coverage with the leading provider nation-wide - Unlimited Time Off - our policy is "take the time you need, when you need it" - A "family first" culture, with generous paid parental and caregiver leave - 401(k) with built-in financial advisory services - Quarterly wellness weeks, focused on mental, emotional AND physical health - Catered healthy lunches daily, as well as organic healthy snacks in our office. - On-Site dry cleaning pick-up for those who want it...and a flexible "come dressed" policy for others! - Multiple social clubs, including intramural sport leagues and a monthly "supper club" Last but not least, Upserve is proud to be an Equal Opportunity Employer! Beyond that, we also care deeply about creating a culture of inclusion, and about improving diversity in tech. We believe in being color brave, not color blind, and partner with a number of local organizations working to improve access to the tech industry for underrepresented groups. These include Project Include, Girls Who Code, Providence IntraCity Geeks, #HackPVD, Code.org, PVD Lady Project, and Rosie's Girls to name a few.