Remote Workforce Operations Manager | Data-Driven Capacity

Whatnot Inc.; New York (NY); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Holiday & PTO

Health Insurance

WFH Support

Home office setup

Cellphone & internet allowance

Wellness allowance

Childcare allowance

Family planning benefits

401k + employer match

Dogfood budget

Parental leave

Job summary

Whatnot Inc. is seeking a Workforce Operations Manager to lead capacity planning, scheduling, and reporting for our Trust & Risk organization.

You have experience forecasting contact volume and determining headcount requirements, always using data to inform decisions, and you will work closely with product teams on staffing needs for new policies or features. You will forecast staffing needs, lead tactical staffing, generate performance reports, collaborate with BPO partner leadership, and model

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

Forecasting

Cross-functional collaboration

Communication

Tools

Zendesk

Job description

Whatnot Inc. is seeking a Workforce Operations Manager to lead capacity planning, scheduling, and reporting for our Trust & Risk organization.

You have experience forecasting contact volume and determining headcount requirements, always using data to inform decisions, and you will work closely with product teams on staffing needs for new policies or features. You will forecast staffing needs, lead tactical staffing, generate performance reports, collaborate with BPO partner leadership, and model