Manager, Workforce & Capacity Planning
The Manager, Workforce & Capacity Planning is responsible for support volume forecasts, capacity planning, shift management, scheduling, and queue management tasks to ensure that we are meeting customer SLAs and internal targets. This role will work with the support leadership team to optimize capacity and coverage through shrinkage management including planned/unplanned absence, meetings, trainings, and holidays.
The Manager, Workforce & Capacity Planning is a member of the Support Operations Team who is able to operate in a fast paced environment and quickly make decisions and changes based on pattern recognition and variance to baseline forecasts due to incidents, issues, or other extenuating circumstances. To be successful in the role this person will need to be well organized, adaptable, highly analytical with a knack for identifying a better way of doing things, a positive change agent, and an effective communicator at all levels of Support. The goal for this role will be to plan, manage and optimize support capacity to meet customer commitments in ticket handling both from a metrics and Customer Experience perspective. The role will report directly to the Sr. Director of Operations.
Responsibilities
- Build the Workforce Management function from the ground up and manage 1 - 2 direct reports
- Own incoming ticket volume forecast and related processes
- Manage support capacity planning and optimization to meet incoming ticket volumes and analyze variance factors across actual and forecast
- Own headcount forecast based on ticket volumes while accounting for hiring and training lead-times, promotions, and internal transfers
- Build out all Workforce Management and Capacity Planning functions in Customer Support and grow and develop a team of 1 - 2 analyst level direct reports
- Own management of Workforce Management tool including user creation, shift creation, real time queue and SLA reporting and analysis
- Create weekly and monthly capacity guidance for support managers to manage and optimize shrinkage
- Recommend ongoing queue structure and level of specialization including the impact of on KPIs and the Customer Experience
- Ensure schedule adherence through real time (RTA) and trend reporting and work with support managers for coaching opportunity
- Create, maintain, and adjust customer support agent schedules based on incoming volume trend and forecast
- Identify improvement opportunities through routing and queue optimization with focus on customer experiences and SLA commitment among other factors
- Coordinate and communicate holiday schedules, all hands meeting, and team meetings to ensure coverage for customer globally
- Proactively produce real time alert and post-performance analysis as needed to provide insights on issue or opportunities for customer support leadership team based on data and observations
- Make tradeoffs between information available and provide innovative and practical solutions to customer support leadership team in situations where all the desired data may not be available
Requirements
- 5+ years of workforce management, capacity planning, and forecasting experience in a Customer Support environment
- 3+ years of management experience
- BA/BS degree
- Highly analytical with ability to structure work, frame issues, and produce analyses that answer simple and complex questions in a pragmatic approach
- Highly organized, a self starter with ability to work independently and under deadlines while being flexible in responding to changing business and technical conditions
- Strong understanding of Support structure including multiple skills, languages, hours and locations
- Experience managing staffing and forecasts in an omni-channel environment including email, phone, chat, and social media
- Experience with Ticketing/CRM tools such as Zendesk and Salesforce
- Experience with Workforce Management Tools such as Agyle Time, Calabrio, and Aspect is a plus
- Advanced skills in data analysis tools such as Tableau, SQL, Excel, Google Sheets
Why You’ll Love It Here
• Generous medical, dental, and vision coverage for full-time employees and their dependents
• Flexible time off
• 401k to help you save for the future
• Company-organized and personal paid volunteer days to support the community that supports us
• Fun company and team outings (or virtual events these days!) because we play just as hard as we work
• Diversity and inclusion programs that promote employee resource groups like OWN (Outreach Womxn's Network)
• A parental leave program that includes not just extended time off but options for a paid night nurse, food delivery, gradual return to work, and the Gottman Institute's Bringing Home Baby course for new parents
• Employee referral bonuses to encourage the addition of great new people to the team
• Plus, unlimited snacks and beverages in our kitchen (once we're back in the office, that is!)
• We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status
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