LegalZoom.com, Inc.
Sr. Workforce Analyst
LegalZoom.com, Inc., Mountain View, California, us, 94039
OperationsUnited States: Glendale, California; Austin, Texas; Mountain View, CaliforniaWe're here to make legal help accessible to all. LegalZoom transformed the legal industry with the launch of our online services and groundbreaking technology in 2001. Since then, millions of customers have counted on us to officially start and run businesses, protect brands and intellectual property, and look after loved ones through wills and trusts.As the industry leader for over 20 years, innovation remains at the center of all we do. We're creative thinkers and problem solvers with a passion for building legal and tax products that make a positive impact on the world, and we're always looking for exceptional people to push us further.With us, you'll do work that's as rewarding as it is challenging with a team where every voice matters and diversity, equality, and inclusion are truly embraced. Together, we'll continue to democratize the law and make a real difference in the lives of millions.Remote-firstSince March 2020, our Zoomers have worked remotely and reported an overall better work-life balance with more time for family and personal wellness.At the end of 2021, LegalZoom made the official commitment to being a remote-first company. Remote-first means that there is no expectation that Zoomers come into an office for a fixed number of days outside of those employees identified as essential onsite workers. While we remain a remote-first culture, our local offices have evolved as collaboration spaces for Zoomers to meet and engage in person.This position will be remote or in SF Bay Area, LA Metro, and Austin Metro office location/s.Overview
At LegalZoom, we simply do not believe that it should cost thousands of dollars to create a will, form a business, or apply for a trademark. So, we started a movement to make legal help available to all.A Sr. Workforce Analyst improves, interprets, analyzes, and rates the workforce to reduce overheads and increase customer satisfaction and experience. You prepare daily reports and manage capacity plans to ensure that there are adequate resources for all departments. You communicate with the operations, management, and human resources teams to be sure that all departments are abiding by company standards. You aim at a hassle-free and continuous workflow of a project or an organization. You frame important connections throughout the organization to help in the implementation of internal communications.You will
Work on complex assignments requiring initiative and independent judgment, leveraging analytical skills and industry expertise to drive continuous improvement and achieve business objectives.Utilize excellent oral and written communication skills with the ability to communicate complex ideas clearly and effectively to diverse stakeholders, including colleagues, management, external partners, and outside agencies.Develop and maintain comprehensive forecasting and scheduling models, using Workforce Management tools to forecast volume & create staffing schedules that align with service level targets and operational requirements.Provide long-term forecasts to management and product owners in support of future strategic initiatives.Generate detailed reports on call center, team, and agent metrics, providing actionable insights to drive performance improvement through operational efficiency.Manage/maintain reporting database to ensure accuracy.Develop and maintain metric reporting for BPO operations, collaborating closely with BPO partners to align staffing levels with contact center demand and service level objectives.Collaborate with BPO partners to optimize workforce management strategies and ensure efficient staffing allocation to meet operational requirements and client expectations.Coordinate or direct the work activities of other personnel, providing guidance and support to ensure alignment with departmental goals and objectives.Own complex processes, overseeing end-to-end management and implementation to drive efficiency and effectiveness.Serve as a mentor to junior team members, providing guidance, expertise, and occasional training to support their professional development and growth within the organization.Perform any other related duties as required or assigned.You have
3-5 years of experience in Workforce Management, preferably in contact centers with at least 100 employees.Leadership mentality demonstrating the ability to lead and motivate teams while fostering a collaborative and inclusive work environment that values teamwork and cooperation.Demonstrated strong analytical skills.Ability and willingness to learn new software applications.Skills in complex problem solving, judgment, critical thinking, and decision making.Highly organized with a keen emphasis on accuracy and timeliness in all work activities, including the ability to prioritize tasks effectively and manage multiple projects simultaneously.Ability to work independently with minimal supervision and collaboratively in a team environment, often under time constraints and while managing multiple tasks simultaneously.Experience interpreting raw data and creating reports.Willingness to work occasional evenings and weekends as needed.Experience with BPO oversight.Experience with Forecasting, Capacity Planning, and Report Creating and Design preferred.Experience with Snowflake, SQL, Data Mining, and Excel proficiency preferred.LegalZoom is a remote-first company and the national range for this role is $54,000 - $78,750. Actual compensation offered will depend on several factors including but not limited to: geographic location, work experience, education, skill level, and/or other business and organizational needs. In addition, an annual bonus, incentive bonus, and/or restricted stock units may be provided as part of the compensation package. You will also receive a full range of medical, financial, and other benefits as seen below.● 401k, With Matching Contributions● Short-Term/Long-Term Disability Insurance● Plus other wellness benefits to include:○ Fringe lifestyle benefits up to $250Join us in making a difference as we build our future and help ensure access to professional legal advice for all! LegalZoom is an equal opportunity employer, dedicated to diversity, equality, and inclusion, and provides equal employment opportunities to all employees and applicants for employment. LegalZoom prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
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At LegalZoom, we simply do not believe that it should cost thousands of dollars to create a will, form a business, or apply for a trademark. So, we started a movement to make legal help available to all.A Sr. Workforce Analyst improves, interprets, analyzes, and rates the workforce to reduce overheads and increase customer satisfaction and experience. You prepare daily reports and manage capacity plans to ensure that there are adequate resources for all departments. You communicate with the operations, management, and human resources teams to be sure that all departments are abiding by company standards. You aim at a hassle-free and continuous workflow of a project or an organization. You frame important connections throughout the organization to help in the implementation of internal communications.You will
Work on complex assignments requiring initiative and independent judgment, leveraging analytical skills and industry expertise to drive continuous improvement and achieve business objectives.Utilize excellent oral and written communication skills with the ability to communicate complex ideas clearly and effectively to diverse stakeholders, including colleagues, management, external partners, and outside agencies.Develop and maintain comprehensive forecasting and scheduling models, using Workforce Management tools to forecast volume & create staffing schedules that align with service level targets and operational requirements.Provide long-term forecasts to management and product owners in support of future strategic initiatives.Generate detailed reports on call center, team, and agent metrics, providing actionable insights to drive performance improvement through operational efficiency.Manage/maintain reporting database to ensure accuracy.Develop and maintain metric reporting for BPO operations, collaborating closely with BPO partners to align staffing levels with contact center demand and service level objectives.Collaborate with BPO partners to optimize workforce management strategies and ensure efficient staffing allocation to meet operational requirements and client expectations.Coordinate or direct the work activities of other personnel, providing guidance and support to ensure alignment with departmental goals and objectives.Own complex processes, overseeing end-to-end management and implementation to drive efficiency and effectiveness.Serve as a mentor to junior team members, providing guidance, expertise, and occasional training to support their professional development and growth within the organization.Perform any other related duties as required or assigned.You have
3-5 years of experience in Workforce Management, preferably in contact centers with at least 100 employees.Leadership mentality demonstrating the ability to lead and motivate teams while fostering a collaborative and inclusive work environment that values teamwork and cooperation.Demonstrated strong analytical skills.Ability and willingness to learn new software applications.Skills in complex problem solving, judgment, critical thinking, and decision making.Highly organized with a keen emphasis on accuracy and timeliness in all work activities, including the ability to prioritize tasks effectively and manage multiple projects simultaneously.Ability to work independently with minimal supervision and collaboratively in a team environment, often under time constraints and while managing multiple tasks simultaneously.Experience interpreting raw data and creating reports.Willingness to work occasional evenings and weekends as needed.Experience with BPO oversight.Experience with Forecasting, Capacity Planning, and Report Creating and Design preferred.Experience with Snowflake, SQL, Data Mining, and Excel proficiency preferred.LegalZoom is a remote-first company and the national range for this role is $54,000 - $78,750. Actual compensation offered will depend on several factors including but not limited to: geographic location, work experience, education, skill level, and/or other business and organizational needs. In addition, an annual bonus, incentive bonus, and/or restricted stock units may be provided as part of the compensation package. You will also receive a full range of medical, financial, and other benefits as seen below.● 401k, With Matching Contributions● Short-Term/Long-Term Disability Insurance● Plus other wellness benefits to include:○ Fringe lifestyle benefits up to $250Join us in making a difference as we build our future and help ensure access to professional legal advice for all! LegalZoom is an equal opportunity employer, dedicated to diversity, equality, and inclusion, and provides equal employment opportunities to all employees and applicants for employment. LegalZoom prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
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