Supervisor, Workforce Management
About The Position
Our Member Screening Team is on the front lines serving as the first point of Trust & Safety to our over 32 million members (and growing) who utilize the Care.com platform. This team supports users by vetting content such as general information, photos, jobs, profiles, and even the members themselves. An integral part of the Member Screening Team is our outsourced agents who provide around the clock support. As Supervisor, Workforce Management, you'll own the day-to-day scheduling, forecasting, and real-time performance of our outsourced (BPO) customer care partners. You'll be the operational point of contact ensuring staffing levels, adherence, and service levels stay on target, and you'll escalate and troubleshoot issues as they come up.
Requirements
- 3-5 years of experience in workforce management or a related content (Trust & Safety) role
- Strong communication skills, written and verbal
- Attention to detail with a process-first mindset
- Solid analytical skills with comfort in workforce management and reporting tools
- Ability to stay calm and adaptable when priorities shift or issues arise in real time
- Comfortable working cross-functionally with internal teams and outsourcing partners
- Proficient in Google or Microsoft Office and reporting tools; experience with WFM platforms, CSR, and Salesforce.com a plus
- Bachelor's Degree preferred, or equivalent work experience
Responsibilities
- Serve as the day-to-day point of contact for the BPO partner workforce team, ensuring consistent execution against agreed staffing plans and stated Trust & Safety policies and procedures
- Own the BPO performance cadence, scorecards, and follow-up on corrective actions or staffing gaps
- Monitor real-time queue performance, staffing, and adherence across BPO partner sites, adjusting as needed to hit SLAs and KPIs
- Operate within established Trust & Safety policies and queue-prioritization, escalating policy or complex decisioning questions to the appropriate manager(s)
- Support the manager in refining team processes and guidelines based on operational data and trends
- Coordinate BPO readiness around updated workflows, product/ policy launches, outages, unplanned absenteeism, and peak periods
- Assist with onboarding new BPO sites or agents, regarding both systems as well as content knowledge
- Identify and escalate system bugs or process breakdowns affecting the agent and/ or member experience
Benefits
- health insurance coverage
- life and disability insurance
- a generous 401K employer matching program
- paid holidays
- paid time off (PTO)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
