Manager, Workforce Operations
About The Position
We are looking for a Workforce Manager to lead capacity planning, scheduling, and reporting for our Trust & Risk organization. You have experience forecasting contact volume and determining headcount requirements and schedules accordingly. You are customer-centric and you constantly make decisions using data. You also have experience working cross-functionally with product teams to understand what staffing requirements should look like when new policies or features are launching on the platform. We offer flexibility to work from home or from one of our global office hubs, and we value in-person time for planning, problem-solving, and connection. Team members in this role are required to be within commuting distance of our New York, San Francisco, Phoenix, or Los Angeles hubs.
Requirements
- At least 6+ years of experience, with 4+ in Workforce Management
- Strong data analysis skills, turning data insights into action and highly proficient in SQL
- Experience in a fast-paced environment, preferably a startup
- Proven experience working within Zendesk and other Customer Support systems
- Exceptional written and verbal communication skills
- Ability to move remarkably fast with little structure and guidance
Responsibilities
- Forecast staffing needs, taking into account contact volume, SLAs, and headcount requirements
- Lead tactical staffing, aligning agent schedules to inbound demand and managing time-off requests for the T&R organization
- Generate reports to show changes to productivity or performance
- Collaborate closely with BPO Partner leadership teams to manage partner agent schedules
- Own scenario modeling for adhoc staffing reallocations and ‘what if’ analyses
Benefits
- Generous Holiday and Time off Policy
- Health Insurance options including Medical, Dental, Vision
- Work From Home Support
- Home office setup allowance
- Monthly allowance for cell phone and internet
- Care benefits
- Monthly allowance for wellness
- Annual allowance towards Childcare
- Lifetime benefit for family planning, such as adoption or fertility expenses
- Retirement; 401k offering for Traditional and Roth accounts in the US (employer match up to 4% of base salary) and Pension plans internationally
- Monthly allowance to dogfood the app
- Parental Leave
- 16 weeks of paid parental leave + one month gradual return to work company leave allowances run concurrently with country leave requirements which take precedence.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
