Workforce Manager

Whatnot•Phoenix, AZ

48d

About The Position

Whatnot is the largest live shopping platform in North America and Europe to buy, sell, and discover the things you love. We're re-defining e-commerce by blending community, shopping, and entertainment into a community just for you. As a remote co-located team, we're inspired by innovation and anchored in our values. With hubs in the US, UK, Germany, Ireland, and Poland, we're building the future of online marketplaces -together. From fashion, beauty, and electronics to collectibles like trading cards, comic books, and even live plants, our live auctions have something for everyone. And we're just getting started! As one of the fastest growing marketplaces, we're looking for bold, forward-thinking problem solvers across all functional areas. 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. We are looking for a Workforce Manager to lead capacity planning, scheduling, and reporting for our Customer Experience 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 Customer Experience staffing requirements should look like when new features are launching on the platform. Team members in this role are required to be within commuting distance of our Phoenix, Los Angeles, San Francisco, or New York hubs.

Requirements

At least 7+ years of experience in Workforce Management within a Customer Experience organization
Experience in a fast-paced environment, preferably a startup
Proven experience working within Zendesk and Sigma
Exceptional written and verbal communication skills
Sound business judgment, including using data to drive strategy and business action
Ability to move remarkably fast with little structure and guidance

Responsibilities

Forecast staffing needs, taking into account contact volume and headcount requirements
Assist with scheduling and process time-off requests for the CX organization
Generate reports to show changes to productivity or performance
Work with BPOs and oversee their schedules
Lead capacity planning and cascade schedules out to front-line CX Agents
Lead cross-functional partnerships with Product and Engineering to determine what capacity is needed before new product launches

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
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
All Whatnauts are expected to develop a deep understanding of our product. We're passionate about building the best user experience, and all employees are expected to use Whatnot as both a buyer and a seller as part of their job (our dogfooding budget makes this fun and easy!).
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.