Operations Analyst, Workforce Management

As an Operations Analyst at Carrot Fertility, your responsibilities will include managing daily workforce tasks such as scheduling, intraday management, and optimizing agent performance to ensure high service levels. You'll analyze performance metrics, provide insights to leadership, and adjust workflows based on real-time data, all aimed at enhancing the efficiency of our Member Success team.

To be considered for the Operations Analyst position at Carrot Fertility, candidates must hold a Bachelor’s Degree and have at least 2 years of experience in workforce management within a contact center or similar setting. Proficiency in Excel and experience with workforce management tools like Tymeshift or Five9 are essential, alongside strong communication and organizational skills.

The Operations Analyst plays a key role at Carrot Fertility by ensuring optimal staffing and efficiency within the Member Success team. By analyzing data and making informed staffing recommendations, you'll help Carrot refine its approach to supporting individuals and families on their fertility and family-building journeys, ultimately enhancing our mission of providing inclusive and compassionate care.

As an Operations Analyst at Carrot Fertility, you'll be working with various workforce management software, including Tymeshift and Five9, as well as analytics and reporting tools such as Domo and Tableau. Familiarity with Atlassian tools like Jira and Confluence is also beneficial, as you'll collaborate with cross-functional teams to enhance operational efficiency.

Carrot Fertility offers a welcoming and innovative company culture that values collaboration, diversity, and inclusivity. As an Operations Analyst, you'll be part of a fast-growing team where your contributions are recognized and essential to improving workflows and strategies, aligning perfectly with our mission to enhance care for everyone, everywhere.

When answering this question, highlight specific tasks you've managed, such as scheduling, intraday monitoring, or analyzing performance metrics. Provide examples of how you enhanced efficiency and met service level agreements through your actions.

Discuss your approach to prioritization—perhaps using tools or methods like the Eisenhower Matrix. Share how you assess urgency and importance, ensuring that vital tasks are addressed promptly while remaining flexible for any real-time adjustments.

Explain your process for data analysis—mention utilizing Excel for data modeling, identifying trends, and communicating insights to stakeholders. Illustrate your experience creating dashboards or reports that helped drive informed decisions.

Emphasize your communication skills and ability to negotiate priorities based on business impact. Describe how you gather information from all relevant stakeholders, then use that data to create actionable strategies for resolution.

Share specific examples of software you've used, detailing any functionalities you utilized to optimize staffing or performance. Discuss any improvements you've implemented based on insights gathered from the software.

Provide a detailed account of the situation, what steps you took to investigate the issue, and the outcome. Highlight your analytical skills and how your response led to improved metrics or enhanced team performance.

Talk about your flexibility and ability to pivot strategies. You might share an experience where you adapted scheduling in response to increased contact volume or shifted staffing as business needs evolved.

Explain the importance of clear communication with both team members and leadership. Share instances where effective communication facilitated collaborative solutions or improved understanding of metrics and goals.

Discuss your tracking and monitoring methods to ensure adherence to SLAs, like using forecasting tools and conducting regular performance reviews. Highlight proactive steps you take to prevent SLA breaches.

Share your passion for improving operational efficiencies and enhancing team performance. Mention how contributing to a mission-driven company like Carrot Fertility energizes you and aligns with your professional values.