We’re looking for a Workforce Management Senior Specialist to join our Operational team in our Austin office!

As a member of the WFM team you will be vital in ensuring agents are scheduled to be working at the right place and at the right time. You can expect to be working with a number of stakeholders from operational teams, product teams, and analysts, across all levels. You’ll be leveraging our WFM tools, providing support and expertise to our agents and operational leads. This coupled with deep understanding of our customers' needs, you will have a direct impact on helping our customers get support when they need us as well as enabling our agents to do their best work.

We are looking for superstars in both Scheduling and Intraday functions and will discuss your preference and forte during the interview rounds.

Key Responsibilities:

• Develop and implement workforce management strategies
• Analyze complex data to forecast staffing needs and create efficient schedules
• Collaborate with cross-functional teams to improve operational processes
• Monitor performance metrics and propose solutions for improvement
• Train and mentor junior team members

Your Mission

• Know exactly where SLAs and our metrics stand at any given time
• Create regular health reports for stakeholders and have a full understanding of the status of our queues, ready to articulate to our stakeholders
• Understand our forecasts and be able to iterate with your expertise and provide recommendations on how we can improve
• Introduce alternative forecasts when asked, based on the situation
• Help to create and execute the strategic plan and objectives outlined on a weekly basis, as well as collaborate to achieve our higher-level OKRs
• Communicate with precision to relevant teams about ways to improve our SLAs, operational efficiency and distribution of our agents
• Ensure your stakeholders are constantly aware of what you’re working on and how you’re supporting them, actively aligning on priorities and action plans
• Carry out all necessary tasks related to managing our queues, including reviewing and iterating forecasts, creating scheduling patterns, publishing schedules, and working with the wider WFM team to find solutions that align with our objectives
• Create and/or adjust agents schedules for our teams based on the latest forecasted volumes to optimise to SLAs
• Confidently and calmly handle incidents and manage stakeholders while devising steps to mitigate the situation

Qualifications

• Bachelor's degree in Business Administration, Operations Management, or related field
• 1+ years of experience in workforce management or related roles
• Proficiency in WFM software and advanced Excel skills
• Strong analytical and problem-solving abilities
• Excellent communication and leadership skills

Additional Information

• Starting Salary: 78500 USD annually 
• You must be eligible to work in the US, we don't sponsorship visa for this role.
• Click here to see the benefits we offer!

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