Remote Workforce Operations Manager — Forecasting & Scheduling

Whatnot; New York (NY); Hybrid; USD 140,000 - 160,000; Full time

Benefits offered by this job

Health Insurance

Home office allowance

Cell phone & Internet allowance

Wellness allowance

Childcare allowance

Parental leave

401k match

Dogfooding budget

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 and determine headcount, while collaborating with product teams on staffing for new policies or features.

The role requires 6+ years in the field (4+ in Workforce Management), strong SQL and data analysis skills, and experience with Zendesk.

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

SQL

Data analysis

Workforce Management

Zendesk

Communication

Startup experience

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 and determine headcount, while collaborating with product teams on staffing for new policies or features.

The role requires 6+ years in the field (4+ in Workforce Management), strong SQL and data analysis skills, and experience with Zendesk.