Workforce Management Manager

Summary

Join HopSkipDrive's Operations Excellence team as a Workforce Management Analyst! You will own forecasting and scheduling for hourly roles, collaborating with leadership to refine plans and meet goals. Responsibilities include managing staff performance reporting, optimizing resource schedules, analyzing schedule adherence, and contributing to annual planning. This remote role requires deep understanding of workforce management, proficiency in tools like Google Sheets and Tableau, and experience with relevant platforms. HopSkipDrive offers competitive compensation, equity, flexible vacation, comprehensive benefits, and the opportunity to work in a fast-growing, VC-backed company.

Requirements

• Deep understanding of workforce management, including volume & headcount forecasting, shift plans scheduling, performance monitoring and processes/system optimizing and etc
• Deep understanding of forecasting models and capacity plans with different omni-channel types (email, chat, phone, SMS, and proprietary proactive alerts)
• Experience with Workforce Management platforms such as Assembled
• Advanced proficiency in Tableau or other data visualization software
• Advanced proficiency in Google Sheets/Excel
• Experience with Kustomer or similar CRM
• Ability to collaborate and work with team and other departments effectively

Responsibilities

• Own forecasting and scheduling for our hourly roles using historical data and business activities to develop resource allocation plans based on expected future volumes
• Collaborate with department leadership to refine plans as needed to achieve goals so teams are prepared in advance of incoming workload to achieve company and client expectations
• Manage and oversee all components of the required staff performance reporting discipline including data analysis, data visualization/presentation, and data integration strategies partnering with the data/business insights team as needed
• Monitor and analyze call and activity volumes vs. available staff and optimize resource schedules to maintain contact center key performance indicators
• Maintain and update schedules for staff to ensure optimal coverage with the right resources, in the right place, at the right time
• Research and analyze agent schedule adherence issues/concerns and deliver suggestions for improvement
• Contribute to annual planning/work with finance to deliver headcount needs across all variable roles

Benefits

• Equity
• Flexible vacation
• Medical, dental, vision, and life insurance
• 401(k)
• FSA
• Opportunity to work for a uniquely positioned, VC-backed company in a hugely attractive space with significant upside potential
• Equity stock options