Remote Workforce Operations Manager

Whatnot; Los Angeles (CA); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Holiday & PTO

Health Insurance

Work From Home Support

Home office setup

Phone & Internet stipend

Parental Leave

Dogfood budget

401k match

Job summary

Whatnot is seeking a Workforce Operations Manager to lead capacity planning, scheduling, and reporting for our Trust & Risk organization. You will forecast contact volume, determine headcount needs, and align staffing with product launches, working closely with cross-functional teams.

Key responsibilities include tactical staffing, reporting on productivity, and collaborating with BPO partner leadership to manage schedules across multiple teams.

Qualifications

• At least 6+ years of experience, with 4+ in Workforce Management.
• Strong data analysis skills, turning data insights into action and highly proficient in SQL.
• Experience in a fast-paced environment, preferably a startup.
• Proven experience working within Zendesk and other Customer Support systems.
• Exceptional written and verbal communication skills.
• Ability to move remarkably fast with little structure and guidance.

Responsibilities

• Forecast staffing needs, taking into account contact volume, SLAs, and headcount requirements
• Lead tactical staffing, aligning agent schedules to inbound demand and managing time-off requests for agents across Customer Experience, Trust & Risk, and International teams.
• Generate reports to show changes to productivity or performance
• Collaborate closely with BPO Partner leadership teams to manage partner agent schedules
• Own scenario modeling for adhoc staffing reallocations and 'what if' analyses

Skills

Data analysis

SQL

Communication

Fast-paced

Problem solving

Tools

Zendesk

Job description

Whatnot is seeking a Workforce Operations Manager to lead capacity planning, scheduling, and reporting for our Trust & Risk organization. You will forecast contact volume, determine headcount needs, and align staffing with product launches, working closely with cross-functional teams.

Key responsibilities include tactical staffing, reporting on productivity, and collaborating with BPO partner leadership to manage schedules across multiple teams.