\nThe Role\n\nAs our always on Customer Support team grows, we are looking for a Workforce Manager to join our team.ย 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.\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 goalsย \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. 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#Benefits\n
๐ฐ 401(k)\n\n๐ Distributed team\n\nโฐ Async\n\n๐ค Vision insurance\n\n๐ฆท Dental insurance\n\n๐ Medical insurance\n\n๐ Unlimited vacation\n\n๐ Paid time off\n\n๐ 4 day workweek\n\n๐ฐ 401k matching\n\n๐ Company retreats\n\n๐ฌ Coworking budget\n\n๐ Learning budget\n\n๐ช Free gym membership\n\n๐ง Mental wellness budget\n\n๐ฅ Home office budget\n\n๐ฅง Pay in crypto\n\n๐ฅธ Pseudonymous\n\n๐ฐ Profit sharing\n\n๐ฐ Equity compensation\n\nโฌ๏ธ No whiteboard interview\n\n๐ No monitoring system\n\n๐ซ No politics at work\n\n๐ We hire old (and young)\n\n
\n\n#Location\nWorldwide
๐ Please reference you found the job on Remote OK, this helps us get more companies to post here, thanks!
When applying for jobs, you should NEVER have to pay to apply. You should also NEVER have to pay to buy equipment which they then pay you back for later. Also never pay for trainings you have to do. Those are scams! NEVER PAY FOR ANYTHING! Posts that link to pages with "how to work online" are also scams. Don't use them or pay for them. Also always verify you're actually talking to the company in the job post and not an imposter. A good idea is to check the domain name for the site/email and see if it's the actual company's main domain name. Scams in remote work are rampant, be careful! Read more to avoid scams. When clicking on the button to apply above, you will leave Remote OK and go to the job application page for that company outside this site. Remote OK accepts no liability or responsibility as a consequence of any reliance upon information on there (external sites) or here.