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What You'll Do:
- Build and maintain volume forecasts to predict contact demand.
- Translate forecasts into staffing requirements to achieve service level targets.
- Perform variance analysis to improve forecasting accuracy.
Responsibilities:
- Own the creation and maintenance of agent schedules in Zendesk.
- Manage PTO requests and schedule changes.
- Monitor real-time queue performance and agent adherence.
What We're Looking For:
- At least 7+ years of experience in Workforce Management.
- Proven experience working within Zendesk and Google Sheets.
- Sound business judgment, including using data to drive strategy.
Solace
Solace is a healthcare advocacy marketplace that connects patients and families to experts who help them understand and take charge of their personal health. It is are a Series B startup, founded in 2022 and backed by Inspired Capital, Craft Ventures, Torch Capital, Menlo Ventures, and Signalfire.