Team Lead, Workforce Management

Hootsuite Inc.; Vancouver; Hybrid; CAD 80,000 - 110,000; Full time

Job summary

Hootsuite is seeking a Team Lead for Workforce Management to oversee the global team and enhance operational efficiency within customer support. This hybrid role involves mentoring staff, implementing best practices, and analyzing data to support business objectives. The ideal candidate will have significant experience in workforce management and a strong background in customer support operations.

Benefits

Comprehensive health insurance

Group RRSP plan with company match

Employee and Family Assistance Program

Global Parental Leave

Qualifications

• Experience in customer support operations and workforce management required.
• Strong proficiency in workforce management platforms and analytical models.
• Advanced experience in reporting tools like Google Sheets and Tableau.

Responsibilities

• Mentor and coach the Workforce Management team.
• Implement workforce management best practices to improve efficiency.
• Analyze Customer Support data for operational reporting.

Skills

Collaboration and Teamwork

Problem Solving

Process/Project Management

Resilience

Education

Significant relevant experience in workforce management

Experience in a complex global SaaS environment

Tools

Zendesk

Salesforce

Jira

Tableau

SQL

Python

Job description

We’re looking for a Team Lead, Workforce Management to help oversee and lead ourWorkforce Management team. Reporting to the Senior Manager, you’ll be working closelywith your team of Workforce Management Intraday and Data Analyst(s) to support thedelivery and execution of our workforce management practices and data analytics acrossHootsuite’s global Customer Support Team.This is a hybrid role and is open to applicants located within commuting distance of our Vancouver office. In this role, you will report to the Senior Manager, Customer Support & Workforce Management.

WHAT YOU’LL DO:

• Support, mentor and coach the global team through regular one-on-ones whileproviding ongoing guidance and subject matter expertise as it relates to workforcemanagement tools, technology, methodology and workflows
• Lead comprehensive Cadence review conversations to discuss committed goals specific to individual contributions, capabilities and career development opportunities throughout the year
• Review, design, and help implement new workforce management best practices, workflows and standard operating procedures to drive operational efficiency and improve customer experience (internal and external)
• Help monitor, manage, and administer Customer Support technology platforms and tools to ensure operational effectiveness - including user access governance, system configuration, problem resolution, and regular meeting attendance with key technology vendor partners
• Gather, analyze, and process relevant Customer Support data to help administer regularly recurring operational reports used for a variety of business use cases - including performance statistics, corporate, regional and global reporting, staffing level forecasting (regionally and globally), capacity planning, costing models, incentive program payout and budgeting
• Act as a back up to our Data Analyst to help prepare, publish and deliver regular business insights and key performance metric results, while identifying potential issues and trends at a global level
• Participate in our quarterly OKR process, helping own or assist with projects/initiatives that require workforce management or data analytics support
• Partner and collaborate with the Customer Support extended Leadership team, Management Team, and other Hootsuite internal stakeholders to help deliver against cross functional business or team initiatives
• Perform other related duties as assigned

WHAT YOU’LL NEED:

• Significant relevant experience within a customer support operations center, workforce management, people management, and statistical expertise is required. Experience in a complex global SaaS environment is preferred.\
• Extensive experience in workforce management platforms, concepts, such as staffing scheduling, and attendance administration with proven experience in developing and designing forecasting, planning, and analytical models
• Strong proficiency and understanding of Support Operations and WFM technology and tools such as: Zendesk, Salesforce, Jira, Workday, Zapier, Zoom, Slack, and Playvox.
• Advanced experience in using Google Sheets and Slides (or Excel and Powerpoint) with proficiency in reporting dashboard tools such as Tableau. SQL and Python experience would be considered an asset
• Collaboration and Teamwork: works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs
• Priority Setting: focuses time/energy on the most important issues/opportunities. Clearly understand how to assess the importance of tasks and decisions
• Problem Solving: uses an organized and logical approach to find solutions to complex problems. Looks beyond the obvious to understand the root cause of problems
• Process/Project Management: skilled at figuring out and managing the processes and timelines necessary to get work accomplished
• Resilience, Tolerance for Change/Ambiguity: can effectively cope with change, finding ways to advance work and projects
• Inclusive Leadership: Builds inclusive, cohesive teams which apply diversity to achieve common goals
• Play to Win: Capably delivers results through others, is good at establishing clear direction, helping others achieve their best work
• Long Range Planning: Identifies key issues and relationships relevant to achieving a long-range goal or vision; Builds an integrated plan for course of action to accomplish this vision
• Enablement: Challenges and supports others to create results but also develop new capabilities. Successfully develops the capacity and capability of team and individuals on the team

WHO YOU ARE:

• Solution seeker: You’re focused on tackling new challenges, solving problems, and moving the business forward—and you don’t wait to be asked.
• Lifelong learner: You have a growth mindset – you’re here to learn, experiment, seek, apply, and provide feedback, share what works with your team, and move on from what doesn’t.
• Resilient adapter: In the face of change and challenges, you bring a thoughtful, calm approach, and a focus on finding the new opportunity.
• Intentional collaborator. You build positive working relationships across the business, bringing people together to foster new opportunities and to facilitate the efficient flow of information.
• Critical challenger: You have the trust in your team to ask difficult questions in order to get to the best end result.
• Active communicator: You listen actively and communicate ideas and information clearly, inclusively, and proactively.
• Integrated thinker: You look beyond your role and responsibilities to understand how your team’s work drives broader organizational goals.
• Accountable owner: You take pride in the work you’re responsible for with a mindset of ultimate accountability and reliability for the outcomes.
• Bar-raiser: You step up to help your team grow and succeed, even when that means going beyond what might be expected.

In all we do, our six guiding principles light the way:

Step Up: Dare to go beyond the expected to achieve greatness. #StepUp

One Team: Make Hootsuite a place we soar together by respecting each other's individuality, building trust, and showing up for the team. #OneTeam #FreeToBeMe

Customer Obsessed:Focus relentlessly on helping our customers succeed. #CustomerObsessed

Go Fast, Be Agile:Widen our competitive advantage by committing to speed and simplicity over perfection and complexity. #GoFastBeAgile

Play to Win:Commit to building an incredible, profitable company for our customers, our employees, and our stakeholders. #PlayToWin #NoExcuses

Neighbours & Allies:Give back to our communities and be an ally. #SocialForGood #Allies

Accommodations will be provided as requested by candidates taking part in all aspects of the selection process.

At Hootsuite, we design our compensation packages based on internal equity and external competitiveness. Every role at Hootsuite is analyzed, evaluated and mapped to a salary range. As a general guideline, the salary for new hires and promoted employees is determined based on an individual's skills & capabilities required for the role and their ability to contribute as per the expectations outlined in the job description.

Our salary structures are built on trends projected and published by independent and trusted survey companies. Hootsuite analyzes market data and adjusts salary structures, if required, on an annual basis. Salary ranges reflect what we expect to pay for this position at the time of posting. Our total compensation packages summarize our current offerings and are subject to change without notice.

Hootsuite is committed to fair and equitable compensation for every employee. Through an annual Pay Equity Analysis, Hootsuite ensures that all employees are paid fair and equitably.

Canadian Benefits. Hootsuite offers comprehensive benefits to support the health and wellbeing of our owls and their families. The benefits cover health insurance including medical, dental, vision, life/disability insurances, an Employee and Family Assistance Program and more! Hootsuite provides a group RRSP plan with a company match of up to 4% of base salary. Benefits are available to permanent employees who meet minimum hours requirements without a waiting period. THIS resource will provide additional information.

USBenefits. Hootsuite offers comprehensive benefits to support the health and wellbeing of our owls and their families. The benefits cover health insurance including medical, dental, vision, and life/disability insurances. Hootsuite also offers a 401k Plan with a company match (up to 4% of base salary), an Employee and Family Assistance Program and more! Benefits are available to employees who meet minimum hours requirements without a waiting period. THIS resource will provide additional information.

Global Parental Leave. All permanent employees, including birthing, non-birthing and adoptive parents, who have been employed by Hootsuite for a minimum of12 months are eligible for 26 weeks of full and partially paid leave in accordance with local government regulations.