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Workforce Planning Manager
Posted on 3/28/2022
INACTIVE
Locations
Seattle, WA, USA • Washington, USA • Chicago, IL, USA • United States
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Data Analysis
Leadership
Management
Writing
Zendesk
Requirements
  • 3+ years professional experience in workforce management in a globally distributed Customer Support environment
  • An outcome based approach to: Scheduling, forecasting, and capacity modeling in a high volume environment with live channel (chat dominant) and ticketing needs
  • Must be able turn data (Performance, adherence, occupancy, utilization, etc.) and scheduling ideas into actionable plans as well as successfully partner on plans and/or communicate findings to various levels of Support
Responsibilities
  • Experience Sprout's in-depth onboarding, covering everything from our company mission and values, hearing directly from executives and founders, to deep training on our products and the value that Sprout delivers to our customers
  • Begin developing familiarity with our business, team, platform, and applications as well as our key metrics
  • Learn our current WFM tool and processes in order to start managing team coverage schedules that account for required staffing needs and non-productive events
  • Help assess, explore and make recommendations around our current and new WFM tools and processes
  • Gain a firm understanding of our team's core KPIs, especially as it relates to how our WFM processes impact this performance, in order to identify opportunities and make recommendations for improvement
  • Independently create, analyze and manage team coverage schedules that meet business SLAs and team KPIs
  • Engage with the broader Customer Support team and leadership to drive a continuous optimization approach across WFM processes
  • Have your first performance conversation with your manager, where you'll discuss your accomplishments in your role and work together to build goals for your professional growth
  • Create, manage and communicate trend reporting and data analysis around WFM execution and strategy
  • Contribute to queue management and other workflow best practice adoption that improve the customer experience and team performance
  • Surprise us! Use your unique ideas and abilities to change your team in beneficial ways that we haven't even considered yet
  • Play an integral role in departmental strategic planning and forecasting efforts, ensuring appropriate capacity and utilization to deliver to our team KPIs
  • Be the go-to thought and subject matter expert around everything related to workforce management and planning on Customer Support
Desired Qualifications
  • Familiarity with Customer Support technologies in a Saas environment (ZenDesk, WFM software, data analytics, and reporting tools)
Sprout Social
Sprout Social creates powerful solutions for social media management.
Company Overview
Sprout Social creates powerful solutions for social media management.