Workforce Manager - Remote

Overview

Join Whatnot, the largest livestream shopping platform in North America and Europe, as a Workforce Manager. Lead capacity planning, scheduling, and reporting for our Customer Experience organization while working in a remote co-located team.

In Short

• Lead capacity planning and scheduling for Customer Experience.
• Forecast staffing needs based on contact volume.
• Generate reports to track productivity and performance.
• Collaborate with BPOs and oversee their schedules.
• Work cross-functionally with Product and Engineering teams.
• Ensure effective scheduling for front-line CX Agents.
• Assist in processing time-off requests for the CX organization.
• Utilize data-driven decision-making.
• Be customer-centric in all decisions.
• Adapt to a fast-paced environment.

Requirements

• 7+ years of experience in Workforce Management.
• Experience in a fast-paced environment, preferably a startup.
• Proven experience with Zendesk and Sigma.
• Exceptional written and verbal communication skills.
• Strong analytical skills and business judgment.
• Able to work with little structure and guidance.

Benefits

• Flexible Time off Policy and Company-wide Holidays.
• Health Insurance options including Medical, Dental, Vision.
• Work From Home Support with allowances for setup and internet.
• Care benefits including wellness and childcare allowances.
• Retirement options with employer match.
• Monthly allowance for using the app.
• 16 weeks of paid parental leave.