Manager, Workforce Operations
About The Position
Whatnot is the largest live shopping platform in North America and Europe to buy, sell, and discover the things you love. Whether it's trading cards, fashion, electronics, or live plants, our sellers are building real businesses across hundreds of categories. We're building live commerce at a scale that's never been done in the West, and there's no playbook to copy. The people here are shaping how an entirely new industry develops. As a remote co-located team, we're inspired by our values and anchored in hubs across the US, UK, Ireland, Poland, Germany, and Australia. We move fast, stay close to our users, and focus on the work that drives the most impact. We're one of the fastest growing marketplaces and were recently named the #1 Best Startup Employer in America by Forbes. Check out the latest Whatnot updates on our news and engineering blogs and join us as we enable anyone to turn their passion into a business and bring people together through commerce.
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
- 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
