Culture - There is a great work culture at Dropbox.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.Time Off - 25 days annual leave,10 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).Fully Remote - Dropbox is a virtual first company, so there is no expectation to work outside of the home environment.You have strong communication skills (fluency in English) that enable you to interact effectively with both users and cross-functional team.You have a degree qualified in a business or technical discipline.You plan and execute against projects in a timely and effective manner.You show deep understanding and passion for Dropbox products.You have excellent organization, analytical and problem solving skills.You have 3+ years contact centre WFM experience, ideally in a global environment.
Work with CX Training Program Manager to coordinate staff and live support assignments.Build and leverage reports to analyze performance and identify arrival patterns to recommend staffing adjustments.Monitor and adjust chat and phone staffing on a real-time basis to ensure SLAs are adhered to.Identifying areas of opportunity and implement innovative scheduling solutions to maximize efficiency.Analyze the day-to-day scheduling and determine workforce needed to meet fluctuating volumes and staffing demands.This is a fully remote role starting on a 12 month contract 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. You will work across two internal support teams known as Enhanced and Advanced Support. We are now recruiting a WFM Scheduler to play an important role in the next stage of our development.
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. And as we scale rapidly with our business growth, we're hiring dedicated and enthusiastic people to help deliver compelling online support globally. We focus on understanding the customer journey, as well as where we can simplify interactions and improve CX. With a user base of over 500 million, the Customer Experience team simplifies how our users and customers interact with Dropbox. Our mission at Dropbox is to simplify the way people work together.
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