Workforce Manager at Hopin

The Role

As our always on Customer Support team grows, we are looking for a Workforce Manager to join our team.  This role will be responsible for all processes encompassing Workforce Management including but not limited to scheduling, forecasting, and real-time management for the Customer Support team. Responsibilities also include conducting data and schedule analyses for multiple work types and lines of business. This position will partner with the CX Strategy & Operations team and department teammates to optimize efficiencies across the organization and support a great experience for our agents and our customers.

Responsibilities:

• Responsible for all workforce management planning including capacity planning and staffing
• Provide daily metric reporting, data input, dashboard updates and analytics
• Proactively identifying, adjusting and suggesting schedule changes and/or adjustments in response to annual, monthly, weekly, intra-day and seasonal trends
• Assist with providing historical reporting as required by leadership
• Analyze and share data across departments as needed
• Develops efficient staff schedules that achieve business goals 
• Recommend changes to team structure/make up based on workload/forecast shifts
• Perform other duties and responsibilities as assigned

About You:

• 4+ years experience within a multi-channel contact center
• 3+ years Workforce Management experience. Experience and understanding of call center dynamics, including staffing, queues, SLAs, data analysis and performance metrics required
• Experience with Workforce Management software and processes
• Advanced knowledge of Excel, Google Sheet and Google Forms required
• Proficiency analyzing complex data sets for reporting and decision-making purposes
• Excellent analytical, organizational and interpersonal skills
• Demonstrated ability to manage multiple tasks simultaneously and problem solve
• Ability to work independently in a fast-paced environment
• CRM platform experience (Salesforce, Zendesk)
• University degree or equivalent experience in a relevant field
• Fluent English speaker with outstanding written and verbal communication skills