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Experience and understanding of call center dynamics, including staffing, queues, SLAs, data analysis and performance metrics required\n\nExperience with Workforce Management software and processes\n\nAdvanced knowledge of Excel, Google Sheet and Google Forms required\n\nProficiency analyzing complex data sets for reporting and decision-making purposes\n\nExcellent analytical, organizational and interpersonal skills\n\nDemonstrated ability to manage multiple tasks simultaneously and problem solve\n\nAbility to work independently in a fast-paced environment\n\nCRM platform experience (Salesforce, Zendesk)\n\nUniversity degree or equivalent experience in a relevant field\n\nFluent English speaker with outstanding written and verbal communication skills\n\n\n\n\n\n\n\n\n#Location\n🌏 Worldwide 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.\n\nResponsibilities:\n\n\nResponsible for all workforce management planning including capacity planning and staffing\n\nProvide daily metric reporting, data input, dashboard updates and analytics\n\nProactively identifying, adjusting and suggesting schedule changes and/or adjustments in response to annual, monthly, weekly, intra-day and seasonal trends\n\nAssist with providing historical reporting as required by leadership\n\nAnalyze and share data across departments as needed\n\nDevelops efficient staff schedules that achieve business goals \n\nRecommend changes to team structure/make up based on workload/forecast shifts\n\nPerform other duties and responsibilities as assigned\n\n\n\n\nAbout You:\n\n\n4+ years experience within a multi-channel contact center\n\n3+ years Workforce Management experience. Responsibilities also include conducting data and schedule analyses for multiple work types and lines of business. 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. \nThe Role\n\nAs our always on Customer Support team grows, we are looking for a Workforce Manager to join our team.
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