The Role

As our always on Customer Support team grows, we are looking for a Workforce Manager to join our team. This role will be responsible for all processes encompassing Workforce Management including but not limited to scheduling, forecasting, and real-time management for the Customer Support team. Responsibilities also include conducting data and schedule analyses for multiple work types and lines of business. This position will partner with the CX Strategy & Operations team and department teammates to optimize efficiencies across the organization and support a great experience for our agents and our customers.

Responsibilities:

Responsible for all workforce management planning including capacity planning and staffing

Provide daily metric reporting, data input, dashboard updates and analytics

Proactively identifying, adjusting and suggesting schedule changes and/or adjustments in response to annual, monthly, weekly, intra-day and seasonal trends

Assist with providing historical reporting as required by leadership

Analyze and share data across departments as needed

Develops efficient staff schedules that achieve business goals

Recommend changes to team structure/make up based on workload/forecast shifts

Perform other duties and responsibilities as assigned

About You:

4+ years experience within a multi-channel contact center

3+ years Workforce Management experience. Experience and understanding of call center dynamics, including staffing, queues, SLAs, data analysis and performance metrics required

Experience with Workforce Management software and processes

Advanced knowledge of Excel, Google Sheet and Google Forms required

Proficiency analyzing complex data sets for reporting and decision-making purposes

Excellent analytical, organizational and interpersonal skills

Demonstrated ability to manage multiple tasks simultaneously and problem solve

Ability to work independently in a fast-paced environment

CRM platform experience (Salesforce, Zendesk)

University degree or equivalent experience in a relevant field

Fluent English speaker with outstanding written and verbal communication skills