Workforce Management Specialist

Job Description

It’s an exciting time to be at Infoblox. Named a Top 25 Cyber Security Company by The Software Report and one of Inc. magazine’s Best Workplaces for 2020, Infoblox is the leader in cloud-first networking and security services. Our solutions empower organizations to take full advantage of the cloud to deliver network experiences that are inherently simple, scalable, and reliable for everyone. Infoblox customers are among the largest enterprises in the world and include 70% of the Fortune 500, and our success depends on bright, energetic, talented people who share a passion for building the next generation of networking technologies—and having fun along the way.

We are looking for a Workforce Management Specialist to join our Workforce Management (WFM) team, reporting to the senior manager of quality assurance. In this role, you will manage and optimize work schedules while also supporting the operation with reporting to help improve quality. You will be part of a team that forecasts, maintains, and communicates workforce planning on a daily basis. You will be part of a team that builds reporting, supports the implementation of improvement initiatives, and grows as it supports the business and continuously enhances the customer experience.

You’re the ideal candidate if you are proactive, creative, independent, and a critical thinker. You want to grow your career and are eager to add value and share your creative ideas to help Infoblox and its customers.
What you’ll do:

• Forecast call volume and other contact volume and manage sufficient scheduling
• Oversee the collection, analysis, and reporting on performance statistics to drive operational efficiencies, proactive responsiveness, and long-term forecasting
• Proactively and continuously use historical data to improve forecasting
• Design and implement core and ad hoc performance management reporting tools, like dashboards, client scorecards, call volume analytics, etc.
• Use and apply common sense
• Be proactive to ensure continuous improvement

What you’ll bring:

• Bachelor's degree
• Experience in workforce management and at least 2 to 3 years of experience in Scheduling and Real Time Analysis (RTA)
• Strong Excel skills

What success looks like:

After six months, you will...

• Build and implement changes/tools that benefit the customer experience
• Build and implement changes/tools that benefit the quality and efficiency of our operation
• Move the needle

After about a year, you will...

• Be experienced in global planning for Infoblox 24/7, 365
• Be a valued initiator and/or contributor to support organizational initiatives to improve the customer experience

We’ve got you covered:

Our holistic benefits package includes coverage of your health, wealth, and wellness—as well as a great work environment, employee programs, and company culture. We offer a competitive salary and benefits package, including a 401k with company match and generous paid time off to help you balance your life. We have a strong culture and live our values every day—we believe in transparency, curiosity, respect, and above all, having fun while delighting our customers.

Why Infoblox?

We’ve created a culture that embraces diversity, equity, and inclusion and rewards innovation, curiosity, and creativity. We achieve remarkable results by working together in a supportive environment that focuses on continuous learning and embraces change. So, whether you’re a software engineer, marketing manager, customer care pro, or product specialist, you belong here, where you will have the opportunity to grow and develop your career. Check out what it’s like to be a Bloxer. We think you’ll be excited to join our team.