Manager, Workforce Operations
New
W
WhatnotLive commerce
Team members in this role are required to be within commuting distance of our New York, San Francisco, Phoenix, or Los Angeles hubs.Full-TimeManager
Salary$140K - $160K; $140K – $160K • Offers Equity
Apply NowOpens the employer's application page
Job Details
- Experience
- At least 6+ years of experience, with 4+ in Workforce Management
- Required Skills
- SQLData AnalysisZendesk
Requirements
- Have at least 6 years of experience, including 4+ years in Workforce Management.
- Demonstrate strong data analysis skills and the ability to turn data insights into action.
- Be highly proficient in SQL.
- Have experience in a fast-paced environment, preferably a startup.
- Have proven experience working with Zendesk and other customer support systems.
- Be able to work with little structure and guidance.
Responsibilities
- Forecast staffing needs using contact volume, SLAs, and headcount requirements.
- Lead tactical staffing by aligning agent schedules to inbound demand and managing time-off requests across Customer Experience, Trust & Risk, and International teams.
- Generate reports showing changes to productivity or performance.
- Collaborate with BPO partner leadership teams to manage partner agent schedules.
- Own scenario modeling for ad hoc staffing reallocations and what-if analyses.
- Work cross-functionally with product teams to understand staffing requirements for new policies or platform features.
View Full Description & ApplyYou'll be redirected to the employer's site
