Hybrid Workforce Manager

at SimplePractice

• Job title: Workforce Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Mexico City, Mexico

About the role

• Workforce Manager at SimplePractice responsible for capacity planning and analytics in customer support. Collaborating with teams to optimize efficiency in a hybrid work environment.

Responsibilities

• Responsible for capacity planning, short and long- term forecasting, scheduling, real time monitoring, and call routing efficacy across multiple customer-facing teams both reactive and proactive contact types.
• Monitor and analyze key performance metrics, including availability, utilization rates, and wait times across various customer journey touchpoints for proactive Customer Success teams.
• Identify critical trends in data, assess associated business impact, and optimize efficiency of customer experience operations through process improvement.
• Collaborate with multiple business partners on an ongoing basis.
• Provide oversight for simultaneous workforce related projects.
• Assists leaders in allocating appropriate resources to all efforts and ensures initiatives are delivered on time.
• Accountability for accuracy of all WFM reporting and analysis completed in the department (Scheduling, long and short term forecasting, availability etc..)
• Implements and maintains various workforce management tools across multiple customer-facing teams and locations.
• Optimizing contact center agent skilling for optimal ticket delivery in a multi-skill environment.

Requirements

• Bachelor’s degree in business discipline preferred
• 3+ years of experience in workforce management in a multi-site contact center with >100 agents
• Workforce leadership experience in a global multi-site center that supports reactive and proactive customer efforts
• Expert level knowledge of workforce management software and methodologies.
• Expert level knowledge of call routing process and technology
• Ability to demonstrate expert level understanding of all workforce concepts including capacity planning, short term forecasting, scheduling, real time monitoring, and contact center routing
• Experience in a reporting or business intelligence role
• Experience creating and managing top down and bottoms up budgeting models
• Demonstrated ability to coach to results and improve performance and behavior of direct reports
• Proven experience providing project and change management for multiple, simultaneous department and cross-functional projects
• Demonstrated ability to synthesize quantitative data into easy to understand and actionable recommendations through a consulting mindset
• Expert level knowledge of Microsoft PowerPoint and Excel

Benefits

• Privatized Medical, Dental & Vision Coverage
• Work From Home stipend
• Flexible Time Off (FTO), wellbeing days, paid holidays, and Summer Fridays
• Monthly Meal Reimbursement
• Holiday Bonus, 15-day Aguinaldo
• Hybrid Work Schedule & Catered Lunch
• Employee Resource Groups (ERGs)