WFM Compliance Analyst
Hopper
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Posted 6+ months ago
The WFM Compliance Analyst is vital in ensuring that our Customers receive support from the right agent at the right time. They also ensure that this is done as efficiently as possible.
The WFM Compliance Analyst will work directly with Hopper’s Outsourced Service Providers to ensure that they are scheduling the right number of agents across the right skills. They will also look at historical metrics like “line adherence“ in order to ensure that the OSP’s are successfully managing their employees in order to follow those schedules.
Their mission will be to support Hopper’s primarily outsourced Service Delivery Teams to successfully meet its performance targets while optimizing the utilization of people resources to ensure scalable customer satisfaction.
What would your day-to-day look like
- The day to day activities of the WFM Compliance Analyst will be a mix of:
- Attending meetings to act as a subject matter expert on scheduling and staffing issues with our Outsourced Service Providers
- Digging deep into reporting to investigate staffing challenges and opportunities
- Creating new reporting to drive efficiencies through new insights and KPI’s
- Assessing bottlenecks in work processes within teams to streamline and simplify workflows
- Coordinating with team members to execute new ideas or approaches and achieve process improvement goals
- Monitoring the team’s tracking and analysis of contact volumes and arrival patterns, identifying trends
- Reforecasting required staffing levels and working with OSP partners to match their output to Hoppers requirements
An ideal candidate has
- Material experience in scheduling and real-time analysis for omnichannel contact centers
- Stakeholder Management experience to act as a single point of contact for WFM scheduling support
- Proficiency in Tableau (or similar tools like QlikView or Looker)
- Experience with Amazon Connect
- Proven ability to communicate recent trends to an audience and drive them to course correct swiftly
- You know how to share your opinions clearly, thoughtfully, and with empathy
- Enthusiasm and curiosity for conducting research, driving performance targets, understanding business drivers, and answering complex operational challenges with data
- Proficiency in SQL is a plus
Benefits
- Well-funded and proven startup with large ambitions, competitive salary
- Hopper covers 100% of the cost for employees, and up to two dependents, for employer sponsored health insurances
- Hopper covers 100% of premiums for supplemental accident and life liability insurances, to provide benefits for you and your loved ones from day one
- Unlimited PTO
- Hopper provides a monthly allowance to assist with costs of internet utility
- Hopper provides the 13th month salary for PHL employees in the month of December
- Carrot Cash travel stipend
- Hopper will apply the De Minimis benefit for dependent medical, rice subsidy, uniform/clothing, medical assistance and laundry allowances
- Entrepreneurial culture where pushing limits and taking risks is everyday business
- Open communication with management and company leadership. Small, dynamic teams = massive impact
#posttoexternal
More about Hopper
At Hopper, we are on a mission to become the leading travel platform globally – powering Hopper’s mobile app, website and our B2B business, HTS (Hopper Technology Solutions). By leveraging massive amounts of data and advanced machine learning algorithms, Hopper combines its world-class travel agency offering with proprietary fintech products to bring transparency, flexibility and savings to travelers globally. We have developed several unique fintech solutions that address everything from pricing volatility to trip disruptions – helping people travel better and save more on their trips.
The Hopper platform serves hundreds of millions of travelers globally and continues to capture market share around the world. Ranked the third largest online travel agency in North America, the Hopper app has been downloaded over 120 million times and has become largely popular among younger travelers – with 70% of its users being Gen Z and millennials.
While everyone knows us as the Gen Z and Millennial travel app, Hopper has evolved to become much more than that. In recent years, we’ve grown into a global travel agency and travel fintech provider that powers some of the world’s largest brands.
Through HTS, our B2B division, the company supercharges its partners’ direct channels by integrating our fintech products on their sites or powering end-to-end travel portals. Today, our partners include leading travel brands like Capital One, Nubank, Air Canada and many more.
Here are just a few stats that demonstrate the company’s recent growth:
Hopper sells billion worth of travel and travel fintech every year. In 2023, over 1.3 billion trips were planned through the Hopper app and our HTS partnerships.
Our fintech products – including Price Freeze, Flexibility for Any Reason and Flight Disruption Assistance – have exceptionally strong CSAT because the terms are always clear, and customers receive instant, no-questions-asked resolutions.
Almost 30% of our app customers purchase at least one fintech product when making a booking; and consumers are 1.6x more likely to repurchase if they add fintech to their booking vs if they booked just travel.
Given the success of its fintech products, Hopper launched a B2B initiative, HTS (Hopper Technology Solutions), which represents more than 50% of the business.
Through HTS, any travel provider (airlines, hotels, banks, travel agencies, etc.) can integrate and seamlessly distribute Hopper’s fintech or travel inventory on their direct channels. As its first HTS partnership, the company partnered with Capital One to co-develop Capital One Travel, a new travel portal designed specifically for cardholders. Other HTS partners include Air Canada, Uber, CommBank, Nubank, Flair Airlines with many more in the pipeline.
Featured in Apple’s Best of the App Store list of Essential Travel Apps in 2023 and recognized by the likes of Fast Company’s Most Innovative Companies, Hopper has been downloaded over 120 million times and continues to have millions of new installs each month. Hopper is now the #3 largest online travel agency in North America and 70% of our app customers are Gen-Z and millennials travelers.
Hopper has raised over $750 million USD of private capital and is backed by some of the largest institutional investors and banks in the world. Hopper is primed to continue its acceleration as the world’s fastest-growing mobile-first travel marketplace.
Come take off with us!
This job is no longer accepting applications
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