Job Description

About FreshBooksis a leading cloud-based SaaS accounting software platform built for small business owners and consistently ranks #1 easiest to use. With an emphasis on keeping things simple and stress-free wherever possible, FreshBooks makes the hard parts of running a business a little bit easier. With FreshBooks, our customers can get paid faster and spend less time on admin and paperwork, so they can focus on what they do best-growing their businesses.At FreshBooks, we believe in human-centric connections that empower teams to do their best work. Headquartered in Toronto, Canada, our team operates in clusters across North America and Europe using a variety of working environments-remote, hybrid, and in-office-all based on what's best for the team, collaboration, and mental well-being. We are committed to creating a supportive and flexible workplace where everyone can thrive, grow, and make an impact on small business owners and accountants.OverviewThe WFM Real Time Analyst monitors and analyzes live operational performance, ensuring adherence to set schedules and swiftly adjusting strategies based on real-time data. They generate reports, document findings, and engage in root-cause analysis to tackle performance issues. Additionally, the role ensures operational alignment with organizational goals.What You'll Do

• Real-Time Monitoring

• Monitor incoming volume to ensure proper support coverage and delivery of the Support team's Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)
• Ensure timely communication with relevant teams and stakeholders
• Intra-Day Coordination

• Evaluate and implement ad hoc events and training plans for the current week in alignment with department requirements
• Organize and execute coverage plans for modified operation events (e.g. statutory holidays, overtime work)
• Monitor, deliver, and report on Key Performance Indicators (KPIs) for the Support Department
• Shrinkage, Adherence, and Attendance Reports: Ensure the timely delivery and analysis of these reports for performance evaluation.
• Proactive Planning and Strategy: Develop strategies for improving operations based on trends and identified areas for enhancement.
• Continuous Improvement: Focus on ongoing optimization and efficiency in operations.
• Documentation and Analysis: Keep detailed records and perform a thorough analysis to inform future strategies and decisions

What You'll Bring

• 2+ years of experience in a phone-focused Support department and/or 1 year specifically in workforce management.
• Written & Verbal Communication Skills; able to quickly craft messages that are accurate, clear and concise with tact
• Understanding of WFM: Familiarity with workforce management processes, including staffing projections, scheduling, service level analysis, and metrics monitoring is preferred.
• Experience with SaaS applications such as Google Suites, Zendesk, and BambooHR. Previous experience with WFM applications (Playvox, Assembled or Tymeshift) is preferred/is a plus.
• Technical aptitude; able to learn new systems quickly
• Decision-making Skills; Ability to showcase innovation, good judgment, and problem-solving skills when making decisions related to scheduling and resource allocation.
• Strong interpersonal skills; able to collaborate with other leaders and stakeholders with empathy
• Ability to approach any challenge with a solution-oriented mindset
• Champion of the PORCHFEST (Passion, Ownership, Results, Change, Honesty, Fun, Empathy, Stretch, Trust) and departmental Support Values

#LI-Remote #LI-CJ1Why FreshBooks?At FreshBooks, every team member knows their voice is heard and their contributions matter, making a difference in the lives of millions of small business owners and accountants worldwide. Grow your career, work on projects that excite you, and thrive in a supportive and collaborative environment.Perks & Benefits

• xf0x9fxa9xba Comprehensive health and wellness benefits. Including a retirement savings program or pension plan matched to your local office, stock options for every full-time employee, generous time off, parental leave and new parent support, annual healthy living credit, comprehensive medical and dental benefits, fertility and gender-affirming benefits dependent on your region, and more.
• xf0x9fx93x9a Perks that matter. Including a Peer Recognition Program, an Employee Assistance Program, headphone credit, meaningful in-person gatherings to bring onsite and remote employees together, and more perks matched to your local cluster.
• xf0x9fx8cxb1 Working environments to help you thrive. Beautiful office spaces welcome you in Toronto, Amsterdam, and San Luis Potosi. If you don't have access to a FreshBooks office, you receive a home office credit to set up your home office. We are committed to creating supportive and flexible environments to support the best interests of the team, collaboration, and mental well-being.
• xf0x9fxa4x97 Supportive peer group, mentors, and leaders. We care about each other across the organization and have programs to support this so everyone feels a strong sense of belonging, and believes in collective impact.
• xf0x9fx9ax80 Accelerated growth. Comprehensive company onboarding, career development through continuous coaching, training, and learning on the job.

ClosingEven if your experience doesn't meet every bullet on the above lists, we'd love to learn more about you and why you think FreshBooks is the next step in your career.FreshBooks is an equal-opportunity employer. We do not discriminate based on gender, religion, race, mental disability, sexual orientation, age, or any other status. All applicants are considered based on their qualifications and merits. At FreshBooks, we inspire an environment of mutual respect and we believe diversity and inclusion are crucial to our success.FreshBooks provides employment accommodation during the recruitment process. Should you require any accommodation, please indicate this on your application and we will work with you to meet your accessibility needs. For any questions, suggestions or required documents regarding accessibility in a different format, please contact us by phone at 1-416-780-2700 and/or email at accessibility@freshbooks.com.

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