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Job Description
Carrot Fertility is seeking an Operations Analyst to join its Operations team. This role involves handling daily workforce management tasks, including intraday monitoring, scheduling, and managing the workforce platform. The Operations Analyst will collaborate with Operations and Member Success leadership to ensure optimal staffing coverage and adherence to business needs.
Role Involves:
- Performing intraday management by monitoring and optimizing agent efficiencies and schedule adherence in real time.
- Developing and managing workforce schedules to ensure SLA compliance.
- Tracking and analyzing key performance metrics to identify trends and optimize performance.
- Collaborating with leadership to develop and execute workforce-related strategies.
- Overseeing the workforce management platform.
- Managing time-off requests for Member Support agents.
Requirements:
- Bachelor’s Degree
- 2+ years of experience in workforce management within a contact center or high production environment
- Advanced Excel skills
- Experience managing WFM software or tools
- Excellent communication and presentation skills
- Ability to manage multiple tasks independently
Carrot Fertility offers:
- Health and wellness benefits
- Retirement savings plans
- Short- and long-term incentives
- Parental leave
- Family-forming assistance
- Competitive compensation package
