Sr. Manager, Workforce Management

LawnStarter

United States

This job has been expired

Description

LawnStarter is seeking a Sr. Manager of Workforce Management to assist in supporting our sales and support functions by leading the WFM employees who are responsible for planning, forecasting, scheduling and real time resource management.The right candidate will be responsible, with the WFM team, for driving service levels, developing strategies for service expansions and optimizing resource utilization/occupancy through innovative ideas.

In this role, it is essential to balance customer experience and service levels while working to effectively scale the operation. A key part of this position will be accurately forecasting our staffing needs, accoutning for multile variables, and adjusting our models to accompany changes to our support operation over time. This role will also:

  • Use Workforce Optimization (WFO) software to improve efficiency
  • Assist with scheduling and processing time-off requests
  • Generate reports to show changes to productivity or performance
  • Provide updates on efficiency to company leaders
  • Uphold a high standard of customer service through real-time monitoring and other methods

Requirements

Key job responsibilities:

  • Lead a workforce planning team, tasked with creating the best capacity plan for business by managing trade-offs between Customer Experience/Service Levels, Employee Experience, and Cost Effectiveness.
  • Assist in selection and implementation of WFM software for the organization, a key enabler of our next gen support org.
  • Develop, improve and optimize work assignment, prioritization logic to manage work with multiple constraints. Lead critical projects to improve workflow processes.
  • Work with Operational and Sales leadership to design service strategies, gaining alignment and allowing the team to support the Customer Experience at all times.
  • Provide real-time escalation, recovery, and restore capabilities for service anomalies or challenges; notify any major issues to Operations and Sales leaders ensuring the right people know of the incidents at the right time.
  • Constantly review existing processes and research new ones for possible automation improvements or enhancements, designing and installing special project improvements or enhancements whenever necessary.
  • Works as SME, guide WFM team to provide business status, reports and metrics, and reviews at the appropriate frequency.
  • Communicate effectively with cross functional leaders regarding forecast impacting events, including product launches and volume impacting improvements.
  • Partner with Operations, Capacity Planning and Finance teams to analyze historical data and work trends and provide workflow inputs. Manage the analyses of daily, weekly, and monthly reporting of team performance via Key Performance Indicators.
  • Support leadership to optimize staffing requirements. Manage SLA and provide recommended workflow options and directives to maintain acceptable SLA.

Basic Qualifications:

  • 5+ years’ experience in Capacity planning/ WFM experience, some of which supported Customer Support Operations
  • 3+ years experience working cross functionally with both tech and non-tech teams
  • Experience using data and metrics to determine improvements
  • 2+ years experience in program or project management
  • Bachelor’s Degree in a quantitative field (engineering, economics, math, statistics or equivalent)
  • Experience in building and analyzing models for forecasting and headcount optimization.
  • Strong commitment to customer experience, motivated and driven for results in a team and cross-functional environment.
  • Familiar with multiple types of WFM software, proficient in advanced usage of Microsoft Excel.
  • Experience in people management
  • Excellent communication skills

Preferred Qualifications:

  • Experience automating or improving tools functionality through collaboration with Engineering or other Program Management teams.
  • Experience working with BPOs.
  • Operations Research or Capacity Planning experience strongly preferred.
  • Some programming experience is a plus to automate tools whenever appropriate.
  • Basic/Working knowledge of Six Sigma tools and Lean techniques preferred.
  • Excellent speaking-listening-writing skills, attention to details, proactive self-starter.
  • Ability to work successfully in a dynamic, ambiguous environment.
  • Ability to meet tight deadlines and prioritize workloads.
  • Ability to develop new ideas and creative solutions.
  • Exceptional influencing and leadership skills

#ZR

Benefits

  • Salary range: 80,000-90,000 annually
  • Medical, Dental, and Vision Insurance
  • 401k program
  • Unlimited PTO
  • Remote Work
  • Great Culture: One of the top places to work in Austin in 2018, 2019, and 2020, and in the US in 2021, we are all about the team. That’s why we have spent a massive amount of time finding humble, passionate, and smart folks that you will get to work with every day.