Workforce Analyst Customer Service

Join the team redefining how the world experiences design.

Hey gday mabuhay kia ora 你好 hallo vítejte!

Thanks for stopping by. We know job hunting can be a little time consuming and youre probably keen to find out whats on offer so well get straight to the point.

Where and how you can work

Our Manila office is home to a vibrant and growing community of Canvanauts. Weve designed it to be a collaborative and inspiring space where teams can connect create and thrive. This role follows a hybrid setup giving you the flexibility to balance working from home and in our Manila Campus.

What youd be doing in this role

As Canva scales change continues to be part of our DNA. But we like to think thats all part of the fun. So this will give you the flavour of the type of things youll be working on when you start but this will likely evolve.

For a delightful user experience where the help of a skilled team is needed WFM ensures we have the right number of people in the right place at the right time to meet desired service levels at the lowest cost possible.

At the moment this role is focused on:

• Drive growth through data and innovation - Feel empowered to be creative and insightful especially in exploring new technologies methodologies and best practices to improve the metrics of the Specialist Operations (SO) team

• Bring chaos to clarity - Analyze and identify areas for improvements in Customer Happiness Teams operations by conducting research deep investigations and workflows and business procedure analyses

• Be a well of wisdom - Formulate recommendations and coordinate with varying diverse teams within our User Voice Group to ensure action plans for operational efficiency have follow-through

• Create local impact global - Help the business build and implement new systems and processes consequently to set the SO team up for success at scale

• Explore your depth and own your growth - Take charge of your own experiences; have ad-hoc involvement and support in wider initiatives across varying teams

• Get the fundamentals right - Ensure that as Canva grows our BAU scales with it. This means you can:

  • Create a short-term capacity plan by building optimal schedules

  • Formulate and see through the completion of strategic and tactical staffing solutions

  • Monitor customer service operations in real-time: detecting possible deviations in demand and/or supply

  • Enable quick decision-making to adapt to various situations and incorporate into capacity planning discussions

  • Support execution of business contingency plans

  • Publish relevant operational reports to advise action planning and strategy

  • Collaborate with stakeholders to achieve desired service level outcomes

• Explore your depth and own your growth - Take charge of your own experiences; have ad-hoc involvement and support in wider initiatives across varying teams

Youre probably a match if

• You have proven experience in Workforce Management within customer service or contact center operations leading with a bias for action

• At a minimum you have intermediate level capability in Excel/Google sheets

• You have familiarity with extracting operational insights from large and complex data sets to ultimately drive business decisions

• You have passion for all things data especially to drive decisions and results

• You are customer centric complemented by a big-picture approach to understanding user issues

• You have a drive for communication and partnership to ensure goals are met able to confidently give directions while keeping several plates spinning at the same time

• You have an outstanding record of meeting and exceeding targets

• You have a tested ability to navigate ambiguity and complexity in tandem with the flexibility to respond quickly to changes in day-to-day operations

• You have grace and patience under fire; able to present in front of large groups navigate through ambiguity; and demonstrate composure in stressful situations

About the team

User Voice (UV) supergroups mission is every user empowered every voice heard. We delight our community by surfacing insights and closing the loop with users; enabling self-help for our global community; and providing scalable world-class support.

The Workforce Management (WFM) team is part of the Global User Voice Enablement (GrUVE) group that ensures every user interaction with a Canva specialist is a delightful experience.

Whats in it for you

Achieving our crazy big goals motivates us to work hard and we do but youll experience lots of moments of magic connectivity and fun woven throughout life at Canva too. We also offer a range of benefits to set you up for every success in and outside of work.

Heres a taste of whats on offer:

• Equity packages we want our success to be yours too.
• Inclusive parental leave policy that supports all parents & carers.
• An annual Vibe & Thrive allowance to support your wellbeing social connection office setup & more.
• Flexible leave options that empower you to be a force for good take time to recharge and support you personally.

Additional Information

Check out for more info.

Other stuff to know

We make hiring decisions based on your experience skills and passion as well as how you can enhance Canva and our culture. When you apply please tell us the pronouns you use and any reasonable adjustments you may need during the interview process.

Please note that interviews are conducted virtually.

Remote Work :

No

Employment Type :

Full-time

Key Skills
Typing,Data Entry,Customer Service,Basic Math,Computer Skills,Windows,Banking,Upselling,Pricing,Sanitation,Cash Handling,Stocking
Experience: years
Vacancy: 1