Manager

Summary

Join GoDaddy's Care and Services Workforce Planning and Logistics team as a Manager to lead the WFM Intraday and Scheduling Team. This role involves leading a team in optimizing day-to-day operations by supporting a global workforce serving GoDaddy customers. You will drive solid execution and process innovation to meet operational performance expectations and regional strategies. The position may be hybrid or fully remote, depending on your manager's decision. This role requires experience in contact center operations, workforce management, and leadership. GoDaddy offers a range of benefits, including paid time off, retirement savings, bonuses, and health benefits.

Requirements

• Degree in Business Finance or equivalent years of experience
• Experience with contact center operations, including experience with contact center tools, metrics, and reporting systems such as Cisco Unified Intelligence Centre, Avaya, Genesys, Nice Workforce Management (IEX), Nice Webstation, and Aspect
• Experience leading a workforce management or real-time adherence
• Expert level experience in contact center operations, including but not limited to experience with standard contact center metrics, reporting, and tools to ensure optimal performance across multiple contact channels and agent groups, including outsourced partners
• Ability to lead change with proven ability to successfully lead cross-functional project teams
• Ability to collaborate to develop and execute on customer experience strategies across multiple products and businesses
• Ability to prioritize own deliverables and deliverables of their team against organizational priorities and strategies
• Strong communication and collaboration skills, including the ability to communicate and collaborate equally well with senior leaders, business process outsource partners, and cross-functional teams
• Proficiency with Microsoft Office (including advanced statistical and worksheet functions), business intelligence applications, and databases required

Responsibilities

• Lead a team of command center analysts responsible for monitoring contact center queues, customer wait times, service level performance, and operational trends (contact volume, handle times, contact containment, guide idle time, etc.), including partnering with Operations teams to balance intra-day performance across multiple queues, departments, and channels
• Managing intra-day coverage and scheduling of guides including schedule creation, optimization, shift bids, adjustments, time-off allotments, and off-phone activities
• Manage all holiday planning, closures, and hours of operation changes, as well as all guide skilling, audits, and skilling recommendations
• Partner with Operations leadership to provide operational insights, understand customer experience objectives, and make recommendations on strategy and to optimize performance of the business
• Handle responses and levers during periods of high wait times following predefined playbooks and approved actions, including putting up customer facing messaging and communicating impacts to leaders
• Develop standard operating procedures and playbooks to drive consistency and scalability of process and speed of response
• Drive innovation, continuously assess, redesign, and optimize process to ensure they are repeatable, sustainable, and scalable
• Hire, develop, and maintain a successful team of analysts with a focus on continued development and up leveling of skills

Benefits

• Paid time off
• Retirement savings (e.g., 401k, pension schemes)
• Bonus/incentive eligibility
• Equity grants
• Participation in our employee stock purchase plan
• Competitive health benefits
• Other family-friendly benefits including parental leave