About Ancestry
We believe that by discovering the struggles and triumphs of our past, we can foster deeper bonds and more meaningful connections among families and communities.
Our talented team of scientists, engineers, genealogists, historians, and storytellers is dedicated to empowering customers around the world from all backgrounds on their journeys of personal discovery.
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The Opportunity
This critical role supports real-time operations for our customer support team and reports to the Member Services Vendor & Workforce Manager.
You will gain international experience interacting with multiple stakeholders and country managers, as well as working with BPO and in-house WFM Teams.
You will contribute to our mission through thoughtful planning, solving problems and leveraging relationships across the company to resolve and avoid issues.
This role involves some weekend days and shift work – usually starting at 8am or 12:30pm.
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Your Responsibilities
1. Work force optimization on an hourly / daily / weekly and monthly level, across multiple blended Geos, Channels and Sites
2. Resolve real-time issues and drive resolution of issues impacting the operation
3. Develop and maintain a deep knowledge of Ancestry's products, and understand the drivers for support calls
4. Data analysis of department performance, proactively identifying opportunities for increased efficiencies and own the implementation of solutions
5. Convert the data into meaningful presentations, telling the story of the members' experience and the department's performance.
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About You
You have at least 1 years' experience in a WFM role directly working on Real-Time, Scheduling, Forecasting and Reporting.
You enjoy working in a fast-paced, real-time environment, managing multiple challenges each day.
You are proficient with Excel (can perform complex functions), Power Point presentation, Share Point, Tableau.
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What We Offer
We offer excellent benefits and a competitive compensation package.
Please visit our website at for additional information regarding our benefits and career information.
Ancestry is an Equal Opportunity Employer. For more information, please see our website.