Company Description
Our mission at Dropbox is to simplify the way people work together. With a user base of over 500 million, the Customer Experience team simplifies how our users and customers interact with Dropbox.
We focus on understanding the customer journey, as well as where we can simplify interactions and improve CX. And as we scale rapidly with our business growth, we're hiring dedicated and enthusiastic people to help deliver compelling online support globally.
Role Description
Part of Dropbox Customer Experience, our Global Support team is responsible for defining and delivering a world-class support experience to our customers and users. We are now recruiting a WFM Scheduler to play an important role in the next stage of our development. You will work across two internal support teams known as Enhanced and Advanced Support. You will be accountable for the creation and ongoing maintenance of both teams shift schedules, as well as dynamic resource management depending on queue volumes, so we adhere to SLAs and KPMs.
This is a fully remote role on a 12 month contract
Responsibilities:
- Analyze the day-to-day scheduling and determine workforce needed to meet fluctuating volumes and staffing demands
- Identifying areas of opportunity and implement innovative scheduling solutions to maximize efficiency
- Monitor and adjust chat and phone staffing on a real-time basis to ensure SLAs are adhered to
- Build and leverage reports to analyze performance and identify arrival patterns to recommend staffing adjustments
- Work with CX Training Program Manager to coordinate staff and live support assignments
- Manage staff work schedules
Requirements:
- You have 3+ years contact centre WFM experience, ideally in a global environment
- You have excellent organization, analytical and problem solving skills
- You show deep understanding and passion for Dropbox products
- You plan and execute against projects in a timely and effective manner
- You have a degree qualified in a business or technical discipline
- You have strong communication skills (fluency in English) that enable you to interact effectively with both users and cross-functional team
What's on offer:
- Fully Remote - Dropbox is a virtual first company, so there is no expectation to work outside of the home environment.
- Competitive Salary.
- Time Off -
25 days annual leave
Irish Public Holidays
2 company days (Good Friday & Xmas Eve)
Dropbox company wide PTO days (1 extra day off each month, which is usually a Friday) - Professional Growth
Working with a leading organisation such as Dropbox is likely to open up great opportunities with other employers, as a vast number of skills will be picked up and great experience will be gained. - Culture - There is a great work culture at Dropbox. Everyone is very approachable and trusted to complete their work without overbearing amounts of supervision.
- Access to the Dropbox Studio and company events
Note: only shortlisted candidates will be contacted
Please apply only if you are currently in Ireland and eligible to work full-time in Ireland
For further details and interest in discussing further, reach out to me at [email protected]
