Strategic WFM Lead, BPO Partnerships

Care.com; Dallas (TX); Hybrid; USD 55,000 - 60,000; Full time

Benefits offered by this job

Annual bonuses

Short- and long-term incentives

Health insurance coverage

Life and disability insurance

401K employer matching

Paid holidays

PTO

Job summary

Care.com is seeking a Supervisor, Workforce Management in Dallas to lead day-to-day scheduling, forecasting, and real-time performance for outsourced customer care partners. You will ensure staffing plans meet SLAs and KPIs and drive process improvements. The role collaborates across internal teams and BPO partners to optimize trust and safety workflows.

Hybrid in-office role at 2801 N Central Expy, Dallas, TX. Salary range $55,000-$60,000 with benefits, bonuses, and 401K.

Qualifications

• 3-5 years of experience in workforce management or a related content (Trust & Safety) role.
• Strong communication skills, written and verbal.
• Attention to detail with a process-first mindset.
• Solid analytical skills with comfort in workforce management and reporting tools.
• Ability to stay calm and adaptable when priorities shift or issues arise in real time. Cross-functional work with internal teams and outsourcing partners.

Responsibilities

• Serve as the day-to-day point of contact for the BPO partner workforce team, ensuring staffing plans and Trust & Safety policies are followed.
• Own the BPO performance cadence, scorecards, and follow-up on corrective actions or staffing gaps.
• Monitor real-time queue performance, staffing, and adherence across BPO sites to hit SLAs and KPIs.
• Escalate policy or complex decisions to appropriate managers when needed.
• Help refine team processes and guidelines based on operational data and trends.
• Coordinate BPO readiness around updated workflows, product launches, outages, absenteeism, and peak periods.
• Assist with onboarding new BPO sites or agents, including systems and content knowledge.
• Identify and elevate system bugs or process breakdowns affecting agents and member experience.

Skills

Communication skills

Attention to detail

Analytical skills

Cross-functional collaboration

Calm under pressure

Education

Bachelor's Degree or equivalent

Tools

Google Workspace

Microsoft Office

Salesforce.com

Job description

Care.com is seeking a Supervisor, Workforce Management in Dallas to lead day-to-day scheduling, forecasting, and real-time performance for outsourced customer care partners. You will ensure staffing plans meet SLAs and KPIs and drive process improvements. The role collaborates across internal teams and BPO partners to optimize trust and safety workflows.

Hybrid in-office role at 2801 N Central Expy, Dallas, TX. Salary range $55,000-$60,000 with benefits, bonuses, and 401K.