Manager, Workforce & Capacity Planning at Outreach

| Seattle
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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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Technology we use

  • Engineering
    • GolangLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • Elixir Languages
    • ReactLibraries
    • ReduxLibraries
    • HadoopFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SparkFrameworks
    • MySQLDatabases
    • RedisDatabases

Location

Our Lower Queen Anne office is located along the beautiful Elliott Bay waterfront north of Belltown, near Myrtle Edwards Park.

What are Outreach Perks + Benefits

Outreach Benefits Overview

At Outreach, we believe in taking care of our employees as whole people, and our benefits and perks reflect that value. We offer benefits and perks such as flexible time off, a 401k to help save for the future, employee resource groups, and Diversity, Equity, and Inclusion trainings. Our wellness benefits include a generous medical, dental, and vision package for full-time employees and their dependents, access to our EAP (Employee Assistance Program), mental health supports, and FSA and DCFSA options. For new parents, we offer 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.

Culture
Volunteer in local community
Outreach organizes quarterly events for employees to volunteer together in the community. We also offer paid time off for volunteer days.
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Highly diverse management team
Outreach's leadership team is highly diverse, reflects our commitment to diversity and inclusion, and is focused on continuous improvement of our DEI initiatives.
Unconscious bias training
We offer DEI trainings to help facilitate understanding of issues surrounding equity and inclusion, including unconscious bias.
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Employee Resource Groups such as Outreach Womxn's Network (OWN) and others that exist to support employees from underrepresented populations are supported from the top down at Outreach.
Hiring Practices that Promote Diversity
Outreach provides training to encourage diverse hiring and the Recruiting Team is constantly searching for innovative ways to reach a diverse population of candidates.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
All employees receive a basic life insurance plan at the $100,000 level. Employees can elect voluntary life insurance if they would like additional coverage beyond the $100,000 level.
Wellness Programs
Outreach's EAP (Employee Assistance Program) offers free, confidential counseling, 24-hour crisis telephone counseling, addiction support, etc.
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Outreach provides flexible start and end times, as well as flexible Friday schedules.
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Outreach offers unlimited PTO.
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Outreach offers unlimited PTO.
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Pet Friendly
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
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