Customer Support Process Analyst - Workforce Specialist

Customer Support Process Analyst - Workforce Specialist

Equinix is the world’s digital infrastructure company, operating 240+ data centers across the globe and providing interconnections to all the key clouds and networks. Businesses need one place to simplify and bring together fragmented, complex infrastructure that spans private and public cloud environments. Our global platform allows customers to place infrastructure wherever they need it and connect it to everything they need to succeed.

We are a fast-growing global company with 20 years of continuous growth. Through our innovative portfolio of high-performance products and services, we have created the largest, most active global ecosystem of 10,000+ companies, including 2,100 networks and 3,000+ cloud and IT service providers in 32 countries spanning six continents.  

A career at Equinix means you will collaborate on work that impacts the world and be surrounded by endless opportunities to learn new skills and grow in varied directions. We embrace diversity in thought and contribution and are committed to providing an equitable work environment. that is foundational to our core values as a company and is vital to our success.

Our hard-working and ambitious people are important to our global teams—they solve real-world business challenges and make a difference. If you’re a forward-thinking, adaptive, and experienced Workforce Specialist who loves to learn and wants to positively impact the world while growing your career, come help us shape the digital world.

Job Summary:

As a Workforce Specialist, you will be ensuring the Customer Support Desk uses adequate workforce management (WFM) processes and leverages the Workforce and Case System Management systems to meet business goals. This role governs forecasting and reporting activities across the global teams as well as monitoring real-time performance and execution of plans.

As a result of this process, this role provides recommendations on adequate staffing and operational efficiencies.

What you will be doing?

• Builds the planning process with clear accountabilities and ensures the global teams/vendors use such practices that allow for consistent delivery of the service.

• Develops real-time management practices and communications for the Customer Support Desk to engage the needed resources for service protection.

• Reviews, challenges, and optimizes global teams’ and vendors’ workforce management processes.

• Under the direction of the Lead or Manager, collect, verify, and develop standardized processes surrounding Work from Home, Business Continuity, and Disaster Recovery in alignment with established practices across our Global Customer Support Centers.

• Under the direction of the Lead or Manager, develop an emergency management process to ensure continuity of operations and governance, including recovery decision-making and communications, continuity of critical departmental procedures, and potential shut-down of a Customer Support Desk.

• Data collection, interpretation, and identify business trends and reporting formats that govern the quality of the WFM process by liaising with all Customer Support Desk teams in AMER, EMEA, and APAC.

• Creates and adjusts forecasts of workload, productivity, and manpower in cooperation with the WFM, operations teams, and other functions (commitments) and provides recommendations to the leadership.

• Performs deep-dive analysis by means of (not limited to) or performs efficiency improvement analysis comparing call/email/chat forecasts and forecasted productivity drivers (commitments) with actual results to examine variances, proactively identify scheduling gaps, elicit feedback from the WFM/operations teams, and offer solutions in order to assure Service Level goals are met (while holding regional teams and vendors accountable for the outcome).

• Oversees and provides a centralized view of Customer Support Desk resources and skillsets and suggests actions for their optimal use across the various types of workloads in the regions

• Leverages and develops system functionalities, analyses, and administers case flows, priorities, and skill-based routing (or only suggests changes based on process) for optimum workforce allocation and target service level across the different types of queues and workload.

• Provides support to the regional leadership. Assist with performance analysis to ensure accurate, timely reporting to support business processes, decision-making, and effective management of the Customer Support Desk. Facilitates discussion with leadership and BPO.

What do you need?

• Professional in Business Administration, specializing in Project Management, Customer Service, Administrative Management and/or related to the position.
• Minimum 5+ years’ experience in a call center environment and experience in areas such as business analysis or process improvement
• Fluency in written and spoken English B2
• Proven track in Workforce Management with experience implementing workforce development initiatives
• Experience with an (ACD) automatic call routing and case management systems
• Excellent numerical and analytical skills, understanding of data analyses/statistical methods
• Outstanding communication skills with an ability to communicate effectively with employees at all levels and work with diverse people
• Excellent knowledge of MS Office
• Strong knowledge of Microsoft Excel (Pivot Table, VLOOKUP etc.), Tableau, Power BI
• Proficient in project management methodologies
• Ability to handle multiple projects and tasks to meet deadlines

Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you are a qualified candidate and need assistance or an accommodation, please let us know by completing this form.

Equinix is an Equal Employment Opportunity and, in the https://U.S., an Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law.