Senior Director of Workforce Management


AL, Birmingham

This job has been expired

At Shipt, we are transforming the shopping experience and giving time back to consumers. Shipt Shoppers handpick everything from fresh groceries to household essentials, then deliver them to your door in as little as one hour.

About The Role

The Senior Director of Workforce Management is a leadership role responsible for the development of Shipt’s workforce strategy, implementation, and management of a top-performing workforce management program and tools. This position is responsible for overall forecasting, planning, and service level management for a multi-channel, multi-site contact center. This position requires strong communication and collaboration with other customer service managers, finance partners, as well as with Shipt’s technology and telecom teams.

Day To Day

  • Develop Shipt’s workforce strategy to support the best customer experience while continuing to drive efficiency.
  • Manage and develop a growing WFM team
  • Coordination and collaboration with Shipt’s Customer Service Leaders, Outsource Partners and Finance team partners.
  • Develop, execute, and measure results in long and short-term forecasting, resource scheduling, intraday adjustment, real-time adherence management, and business continuity.
  • Utilize Workforce Management software tools and planning processes to generate and create optimized agent schedules, plan offline activities, and develop hiring plans needed to ensure all SLAs and cost per call metrics are consistently met.
  • Analyze contact center performance history to determine optimum offline activities as well as identifying shrinkage, occupancy and adherence issues
  • Review contact volume forecasts and staffing gaps with the customer service management team on a daily, weekly, monthly, and yearly basis.
  • Coordinate with technology teams and vendors to develop all telephony needs, including but not limited to maintaining call flows, toll-free number routing and call prompts, hold messaging, and greetings.
  • Maintain relationships with external vendors who supply the software for WFM and phones systems.
  • Provide executive-level reports on volume, productivity, and staffing requirements

What You Bring To The Table

  • 10+ year’s experience in Contact Center Workforce Forecasting, Capacity Planning, Scheduling, and Real-time management in a multi-site, multi-channel call center operations
  • 10+ years of experience in managing a team
  • BS/BA degree or equivalent required
  • Solid working and technical knowledge of recent telecommunications products and services.
  • Strong analytical, forecasting, and capacity plan modeling skills.
  • Strong communication skills, interpersonal skills, presentation skills, and ability to work effectively with all levels in an organization.
  • Good organizational/time management skills.
  • WFM systems and telecom routing
  • Strong Project Management skills
  • Strong attention to detail
  • Excel/Google Sheet intermediate knowledge, and previous experience using data consolidation tools
  • Cadence to consistently deliver results on time and a willingness to learn quickly
  • Entrepreneurial spirit and ability to swiftly pivot as needed

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, color, national origin, ethnicity, religion or religious belief, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, military or veteran status, disability, or any other characteristic protected by law.

Please inform your recruiting contact upon initial connection if you need any accommodations.