Job Description

About us

At Auctane, we are united by a passion to help businesses deliver — whatever their size, wherever they are, and however they operate. We make it possible for businesses to meet the ever-changing requirements of their industry and customer expectations. Auctane products enable hundreds of thousands of businesses to annually mail and ship billions of items — over $200 billion worth — to recipients around the globe.

The Auctane family of mailing and shipping software products includes ShipStation, Stamps.com, ShipStation API, Metapack, GlobalPost, and Packlink. Our partners include Amazon, UPS, USPS, eBay, BigCommerce, Shopify, WooCommerce, and Walmart.

Our values

Win as One. Delight Customers. Deliver Great Outcomes.

About the role

We are seeking a skilled Workforce Management Real-Time Analyst in Auctane’s Customer Support organization to join our dynamic team. This role is crucial in ensuring the efficiency and productivity of our workforce by monitoring real-time operational performance and making timely adjustments to optimize schedules and agent utilization. The ideal candidate will possess strong analytical skills, excellent communication abilities, and a keen eye for detail.

About the team

The Workforce Management team is responsible for optimizing staffing, forecasting support volume, and ensuring service levels are consistently met across all support channels. We act as the nerve center of operational planning and performance - proactively identifying trends, addressing real-time issues, and partnering with operations leaders to drive smart decisions.

What will you be doing?

Real-Time Monitoring: Monitor and analyze real-time operational performance metrics such as service level and agent adherence to schedules using workforce management software.

Adherence Management: Monitor agent adherence to schedules and identify any deviations. Provide coaching and feedback to agents to ensure adherence to schedules and maximize productivity.

Communication and Collaboration: Communicate effectively with various stakeholders, including operations managers, supervisors, and frontline agents, to coordinate staffing adjustments and ensure alignment with business objectives.

Continuous Improvement: Stay updated on industry best practices and emerging technologies in workforce management. Proactively identify areas for improvement in processes, procedures, and tools to enhance operational efficiency.

What are we looking for?

• Ability to work in shifting hours and schedules.
• 2+ significant years of experience in a customer service-based environment.
• Proficiency in workforce management software (Verint, Calabrio, NICE IEX, AWS and the like). Zendesk and Zoom proficiency is a plus.
• Strong analytical and problem-solving skills with the ability to interpret data and trends effectively.
• Excellent communication skills with the ability to convey complex information clearly and concisely.
• Detail-oriented with the ability to prioritize tasks and manage multiple priorities in a fast-paced environment.
• Ability to work independently as well as part of a team, with a proactive and collaborative approach.

The Tech

Google Suite

What do we offer?

🌿 1. Health & Well-being
Auctane prioritizes the health and well-being of our employees and their families.

🩺 HMO Medical Insurance:

• Tiered Maximum Benefit Limit (MBL) based on job level.
• Comprehensive coverage for the employee and up to two (2) dependents.

🦷 Dental Insurance:

• Coverage for essential dental care services.

🧠 Mental Health & Employee Assistance Program (EAP):

• Access to confidential counseling and support services for mental health and personal challenges.

🏃 Wellness Program:

• Initiatives and resources designed to promote physical and mental well-being.

2. Financial Security & Compensation Enhancements
We offer benefits aimed at providing financial stability and enhancing your overall compensation.

❤️ Life Insurance:

• Financial protection for your loved ones.

⚠️ Accidental Death and Dismemberment (AD&D) Insurance:

• Additional financial protection in the event of accidental death or dismemberment.

🍽️ Meal and Clothing Allowance:

• Up to 3,000 PHP per month for meal and clothing expenses.

🎯 Bonuses and Supplemental Income:

• Opportunity to earn extra wages through company contests and incentives.

3. Time Off & Work-Life Balance
Auctane recognizes the importance of rest and personal time for a healthy work-life balance.

🌴 Paid Vacation Days:

• 15 paid vacation days per year, with additional days increasing with tenure.

🤒 Paid Sick Days:

• 15 paid sick days per year.

🎉 Paid Holidays:

• Observation of statutory national and local holidays.

💐 Bereavement Leave:

• Supportive leave in times of personal loss.

4. Professional Development & Recognition
We invest in your continuous growth and acknowledge your contributions to Auctane's success.

📚 Education Benefits:

• Support for continuous learning and professional development.

🤝 Referral Program:

• Incentives for recommending great talent to join the team.