Job description
Company Overview
DocuSign helps organizations connect and automate how they agree. Our flagship product, eSignature, is the world’s #1 way to sign electronically on practically any device, from virtually anywhere, at any time. Today, more than a million customers and a billion users in over 180 countries use DocuSign to accelerate the process of doing business and simplify people’s lives.
What You'll Do
The Workforce Management (WFM) Senior Analyst is a strategic thinker with strong analytical skills, who is responsible for ensuring we are staffing the right Customer Support Experts (CSE) at the right place and time. This critical task ensures we are balancing the employee, and customer experience, by ensuring we are spending our capacity budget in the best way possible.
The WFM Senior Analyst will define, develop and execute effective resource (support expert) management strategies. These strategies will span forecasting, demand planning, staffing and capacity planning, scheduling, real-time management, and reporting. The WFM Senior Analyst will work with resources across the Customer Success organization and vendors to discuss and advise on core tactics, and mechanisms, beyond the fundamentals, and the art of what is possible.
This position is an individual contributor role reporting to the Director, Capacity Planning and Workforce Management and is designated Flex.
Responsibility
- Develop and execute forecasting and demand planning models
- Execute real-time management processes
- Maintain and run daily and weekly scheduling tasks
- Identify abnormalities in volume, system performance, or individual activity quickly and raise those to stakeholders until resolution
- Gain consensus with key customer stakeholders
- Measure the results of executed strategies to determine their efficacy
- Drive cross-functional opportunities for adoption improvement
- Deliver adoption-related insights and readouts of specific customer outcomes
- Propel execution of “Success Plan” and associated customer interactions
- Identify customer resource requirements and dependencies and address gaps
- Collaborate and communicate with our internal and external Operations partners to ensure alignment on plans
What You Bring
Basic
- BA/BS degree or equivalent work experience
- 8+ years of WFM experience
- Proficient written and verbal communication skills
- Strong Excel and Google Sheet based analytical skills
- Experience with G Suite
- Ability to interact with and influence all levels from ICs to executives
Preferred
Experience with WFM platforms such as Genesis, Calabrio, and Aspect- Experience with SaaS
- Experience interacting with outside vendors to achieve established goals
- Excellent at articulating vision and planning execution of projects
This position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming.
This role is eligible for bonus, equity and benefits.
Based on legislation in Colorado, the following details are for Colorado individuals only: Colorado pay range: $85,000 - $113,725 base salary
Based on legislation in New York City, the following details are for individuals who reside and would be working in New York City only: New York City pay range: $90,700 - $121,375 base salary
Based on legislation in Washington state the following details are for individuals who reside and would be working in Washington only: Washington pay range: $85,000 - $121,375 base salary
Based on legislation in California the following details are for individuals who reside and would be working in California only: California pay range: $90,700 - $141,025 base salary
Life At DocuSign
Working here
DocuSign is committed to building trust and making the world more agreeable for our employees, customers and the communities in which we live and work. You can count on us to listen, be honest, and try our best to do what’s right, every day. At DocuSign, everything is equal.
We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better than we found it. And for that, you’ll be loved by us, our customers, and the world in which we live.
Accommodation
DocuSign provides reasonable accommodations for qualified individuals with disabilities in job application procedures, including if you have any difficulty using our online system. If you need such an accommodation, you may contact us at accommodations@docusign.com.
Our global benefits
Paid time off
Take time to unwind with earned days off, plus paid company holidays based on your region.
Paid parental leave
Take up to six months off with your child after birth, adoption or foster care placement.
Full health benefits
Options for 100% employer-paid health plans from day one of employment.
Retirement plans
Select retirement and pension programs with potential for employer contributions.
Learning & development
Grow your career with coaching, online courses and education reimbursements.
Compassionate care leave
Paid time off following the loss of a loved one and other life-changing events.
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