RoleWe are looking for a Workforce Manager to lead capacity planning, scheduling, and reporting for our Trust & Risk organization. You have experience forecasting contact volume and determining headcount requirements and schedules accordingly. You are customer-centric and you constantly make decisions using data. You also have experience working cross-functionally with product teams to understand what staffing requirements should look like when new policies or features are launching on the platform.
- Forecast staffing needs, taking into account contact volume, SLAs, and headcount requirements
- Lead tactical staffing, aligning agent schedules to inbound demand and managing time-off requests for the T&R organization
- Generate reports to show changes to productivity or performance
- Collaborate closely with BPO Partner leadership teams to manage partner agent schedules
- Own scenario modeling for adhoc staffing reallocations and 'what if' analyses
We offer flexibility to work from home or from one of our global office hubs, and we value in-person time for planning, problem-solving, and connection
. Team members in this role are required to be within commuting distance of our New York, San Francisco, Phoenix, or Los Angeles hubs.
YouPeople who do well at Whatnot tend to be comfortable figuring things out as they go, biased toward action, and genuinely curious about what they're building. They care more about outcomes than credit and stay close to the product and the people using it.
As our Workforce Operations Manager, you should have:
- At least 6+ years of experience, with 4+ in Workforce Management
- Strong data analysis skills, turning data insights into action and highly proficient in SQL
- Experience in a fast-paced environment, preferably a startup
- Proven experience working within Zendesk and other Customer Support systems
- Exceptional written and verbal communication skills
- Ability to move remarkably fast with little structure and guidance
Benefits- Generous Holiday and Time off Policy
- Health Insurance options including Medical, Dental, Vision
- Work From Home Support
- Home office setup allowance
- Monthly allowance for cell phone and internet
- Care benefits
- Monthly allowance for wellness
- Annual allowance towards Childcare
- Lifetime benefit for family planning, such as adoption or fertility expenses
- Retirement; 401k offering for Traditional and Roth accounts in the US (employer match up to 4% of base salary) and Pension plans internationally
- Monthly allowance to dogfood the app
- All Whatnauts are expected to develop a deep understanding of our product. We're passionate about building the best user experience, and all employees are expected to use Whatnot as both a buyer and a seller as part of their job (our dogfooding budget makes this fun and easy!).
- Parental Leave
- 16 weeks of paid parental leave + one month gradual return to work *company leave allowances run concurrently with country leave requirements which take precedence.
