Workforce Manager

5 - 7 years experience  • 

Salary depends on experience
Posted on 04/19/18
Atlanta, GA
5 - 7 years experience
Salary depends on experience
Posted on 04/19/18

The Community Operations team is focused on supporting our broad ecosystem of customers, shoppers, retailers, and internal stakeholders through direct support and scalable solutions. We are a service-centric and analytics-driven team that thinks upstream to implement solutions that delight our community, improve performance, and scale through better automation, process and product experience.

 

As the Workforce Manager, you will be responsible for defining, building and managing our global forecasting, workforce planning, and staffing processes across our internal and outsourced contact center network. This is a exciting opportunity to join a early stage, and rapidly growing team.

Core Responsibilities
 

  • Build Instacart's Community Operations forecasting, scheduling and hire plan management by first selecting a WFM solution that meets our requirements

  • Establish a statistical baseline forecast model for each line of business

  • Build contact center staffing and network optimization strategies for a multi-site, global network of internal and outsourced customer service representatives

  • Partner with finance and business teams to understand contact volume drivers, and incorporate inputs into forecasting and planning

  • Oversee the execution of hiring plans

  • Identify and research service level risks for problem resolution and management notification

  • Effectively forecast and account for growth due to seasonal variations, weather, special events and promotions

  • Implement, oversee and maintain the Workforce Management (WFM) Platform utilized for forecasting and scheduling

  • Define and implement Workforce Management policies and procedures

  • Drive quality management and continuous improvement in the areas of capacity planning, resource management and contact center operations to enable efficient and streamlined execution of the forecasting, planning and scheduling work

  • Establishes team goals, measures team performance and ensures that performance management responsibilities are executed, including communication, performance monitoring, documentation and coaching
     

 

What You’ll Need

  • Minimum 5 years leading a large scale, contact center operations function and in-depth expertise in contact center forecasting, scheduling and capacity planning

  • Experience selecting, implementing, and utilizing industry-accepted workforce planning software/applications such as Aspect, Blue Pumpkin, Verint and Genesys

  • In-depth understanding of integrated workforce management and quality assurance tools working in tandem with a robust Customer Relationship Management application and telephony systems

  • Strategic planning, business planning and budget development experience

  • Strong analytical, operational and technical competencies, with extensive experience at presenting data and complex analyses

  • Experience presenting reports, forecasts, trends and recommendations to senior management levels

  • Strong communication, reading comprehension, and writing skills

 

What We'll Set You Up With

  • Talented and collaborative coworkers who will both push and support you
  • Market competitive salary and equity
  • Medical, dental, vision benefits and 401(k) retirement plan
  • Take what you need vacation (and we really mean it)
  • 16 weeks maternity leave / 8 weeks paternity leave so you can truly bond with your child
  • Complimentary Instacart Express membership — so you can use our product without paying a delivery fee
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