Team Lead, Workforce Management

Hootsuite; Vancouver; On-site; CAD 71,000 - 101,000; Full time

Job summary

A leading company in the SaaS industry is seeking a Team Lead for Workforce Management to oversee a global team. This hybrid role involves mentoring, implementing best practices, and analyzing data to enhance operational efficiency. Ideal candidates will have significant experience in customer support operations and expertise in workforce management platforms.

Qualifications

• Significant experience in customer support operations and workforce management.
• Proven expertise in workforce management platforms and concepts.
• Advanced skills in Google Sheets/Slides or Excel/PowerPoint.

Responsibilities

• Support and mentor the global team through regular one-on-ones.
• Design and implement workforce management best practices.
• Analyze customer support data to generate operational reports.

Skills

Collaboration

Problem-solving

Process management

Strategic planning

Leadership

Analytical modeling

Tools

Zendesk

Salesforce

Jira

Workday

Zapier

Zoom

Slack

Playvox

Tableau

Google Sheets

Excel

PowerPoint

SQL

Python

Job description

We’re looking for a Team Lead, Workforce Management to oversee our Workforce Management team. Reporting to the Senior Manager, you’ll collaborate with your team of Workforce Management Intraday and Data Analysts to support our workforce management practices and data analytics across Hootsuite’s global Customer Support Team. This is a hybrid role, open to applicants near our Vancouver office. You will report to the Senior Manager, Customer Support & Workforce Management.

What You’ll Do

1. Support, mentor, and coach the global team through regular one-on-ones, providing guidance on workforce management tools, technology, and workflows.
2. Lead cadence review conversations to discuss goals, individual contributions, and career development.
3. Design and implement workforce management best practices, workflows, and SOPs to enhance operational efficiency and customer experience.
4. Manage Customer Support technology platforms, ensuring operational effectiveness, including user access, system configuration, and vendor communication.
5. Analyze customer support data to generate operational reports for performance, staffing, forecasting, capacity planning, and budgeting.
6. Assist the Data Analyst in preparing and delivering business insights and KPIs, identifying issues and trends globally.
7. Participate in quarterly OKRs, supporting projects requiring workforce management or data analytics expertise.
8. Collaborate with leadership and stakeholders to support cross-functional initiatives.
9. Perform other duties as assigned.

What You’ll Need

• Significant experience in customer support operations, workforce management, and people management, preferably in a global SaaS environment.
• Proven expertise in workforce management platforms and concepts, including scheduling and attendance, with skills in forecasting and analytical modeling.
• Strong knowledge of tools like Zendesk, Salesforce, Jira, Workday, Zapier, Zoom, Slack, and Playvox.
• Advanced skills in Google Sheets/Slides or Excel/PowerPoint, with experience in Tableau; SQL and Python are assets.
• Excellent collaboration, problem-solving, process management, resilience, inclusive leadership, and strategic planning skills.
• Ability to lead, motivate, and develop teams, fostering an inclusive environment.

Who You Are

• Solution-oriented, proactive in tackling challenges.
• Growth-minded learner, open to feedback and experimentation.
• Calm and adaptable in changing environments.
• Effective communicator, relationship builder, and strategic thinker.
• Accountable, reliable, and committed to team success.
• Ambitious and supportive of team development.

Our six guiding principles include: Step Up, One Team, Customer Obsessed, Go Fast, Play to Win, and Neighbours & Allies. We provide accommodations for candidates as needed during the selection process.

Canada Pay Range: $71,500—$100,100 CAD