Associate, Workforce Planning (Scheduler)

DoorDash; Ciudad de México; Presencial; USD 25,000 - 35,000; Jornada completa

Descripción de la vacante

A leading company is seeking an experienced Workforce Planner to join their Support Operations Team. This role focuses on developing support lines, scheduling staffing, and improving operational efficiency. Ideal candidates will have a BA/BS degree and relevant experience in workforce planning, along with strong analytical and communication skills.

Formación

• At least 2 years of workforce planning or relevant experience.
• Scheduling experience across multiple inbound channels.

Responsabilidades

• Building support ramps and schedules for a 24/7 organization.
• Enhancing reports on agent staff utilization and schedule optimization.
• Analyzing historical data for support operations improvement.

Conocimientos

Data Analysis

Problem Solving

Communication

Organization

Educación

BA/BS degree

Herramientas

Workforce Management software

Excel

Salesforce

Descripción del empleo

About the Team

As one of DoorDash's core operations teams, Support Ops ensures that when there are bumps in the last mile, there's always someone there to help make things right. Our team designs, manages, and operates DoorDash's extensive global support center network, with the goal of delivering an outstanding customer experience every time.

About the Role

We are seeking an experienced Workforce Planner to join DoorDash's Support Operations Team. This role involves developing and scaling support lines of business, scheduling staffing levels on a monthly, daily, and hourly basis, and ensuring excellent customer service with current hiring plans. You will focus on improving schedule efficiency, reporting, and floor staff utilization. Your responsibilities include:

1. Building support ramps and schedules at weekly and interval levels for a 24/7/365 organization.
2. Enhancing reports on agent staff utilization and schedule optimization globally and by business line.
3. Scheduling support shifts and managing PTO allowances by business line.
4. Analyzing historical data to provide insights for support operations improvement.
5. Guiding short-term staffing adjustments to address current gaps.
6. Creating shift bids and schedules for pilots, internal teams, and business operations.
7. Collaborating with operations to monitor staffing implementation and make future improvements.
8. Partnering with Real-Time Analysts for demand insights and outage reporting.

You're excited about this opportunity because you will…

• Collect and analyze data to ensure results are data-driven.
• Enjoy solving complex problems and building new solutions.
• Be efficient and thorough, with excellent communication skills.
• Keep all stakeholders updated and see tasks through to completion.
• Thrive in a fast-paced, team-oriented environment, prioritizing and organizing effectively.
• Manage outcomes and make empowered decisions.
• Focus on quality, be goal-oriented, progressive, and continuously seek improvement.

We're excited about you because…

• You have a BA/BS degree or equivalent practical experience.
• You have at least 2 years of workforce planning or relevant experience.
• You have scheduling experience across multiple inbound channels (Chat, Phone, Web, Social).
• You are experienced with Workforce Management software, such as Verint, NICE, or Aspect.
• You are proficient in Excel formulas and Erlang calculations.
• You have experience working with outsourced customer support vendors.
• You are familiar with Salesforce.

About DoorDash

At DoorDash, our mission is to empower local economies by connecting people with the goods they need. We are a technology and logistics company that started with food delivery and are expanding to deliver any goods. We value innovation, rapid growth, and diverse perspectives, and we support our employees' happiness, health, and well-being with comprehensive benefits.

Our Commitment to Diversity and Inclusion

We are dedicated to building an inclusive community, hiring diverse teams from all backgrounds. We believe innovation flourishes when everyone has a seat at the table and access to tools and opportunities to succeed.

If you need accommodations, please inform your recruiting contact upon initial contact.

We use Covey in our hiring and promotional processes in certain locations. The Covey tool has been independently audited; results can be viewed here. To request accommodations or an alternative process, please notify your recruiting contact.