Supervisor, Customer Care Workforce Management

Care Com; Dallas (TX); Híbrido; USD 56 000 - 66 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Health insurance coverage

Life and disability insurance

401K employer matching program

Paid holidays

Paid time off (PTO)

Resumo da oferta

Care.com in Dallas, TX is seeking a Supervisor, Workforce Management to own forecasting, scheduling, and intraday decisions across email, chat, and phone support. You will partner with the Operations Manager to surface insights, drive performance, and keep service levels aligned with real demand.

Ideal candidates have 2–3 years in workforce planning, strong analytics, and experience with outsourced partners.

Qualificações

• 2–3 years in workforce management or real-time analysis.
• 1–2 years in a customer service role.
• Experience with outsourced (BPO) partners and influencing performance.
• Strong analytical skills and ability to turn data into recommendations.

Responsabilidades

• Monitor email, chat, and phone queues and track SLA risk.
• Manage scheduling across channels with a BPO.
• Forecast and plan to anticipate volume shifts.
• Pull regular and ad hoc reports and explain what the numbers mean.
• Coordinate readiness for workflow changes, launches, outages, and peaks.
• Support onboarding of new BPO sites and agents.

Conhecimentos

Workforce management

Real-time analysis

Analytical skills

Cross-functional collaboration

Communication

Data-driven decision making

Formação académica

Bachelor's degree preferred

Ferramentas

Tableau

WFM platforms

Salesforce.com

Microsoft Office

Google Workspace

Descrição da oferta de emprego

Care.com is a consumer tech company with heart. We're on a mission to solve a human challenge we all face: finding great care for the ones we love. We're moms and dads and pet parents. We have parents and grandparents, so we understand that everyone, at some point in their lives, could use a helping hand. Our culture and our products reflect that.

Here, entrepreneurs, self-starters, team players, and big thinkers unite behind a common cause. We apply data analytics, AI, and the latest technologies to solve universal problems and connect people in new ways. If you like having autonomy, thrive on collaboration, and want to use your talent for good, Care.com is the place for you.

Job Description

Our Operations team delivers email, chat, and phone support to the families and caregivers who rely on Care.com, with an outsourced (BPO) partner team of roughly 100 agents providing around-the-clock coverage.

As Supervisor, Workforce Management, you will own the day and the data. You'll be the hands-on operator across all three channels: anticipating volume, keeping schedules aligned to real demand, and steering the queues in real time so service levels hold before a miss occurs. You'll also be the team's sharpest source of insight, turning performance data into clear context, recurring patterns, and recommended next steps.

You’ll partner with the Operations Manager on a daily basis. You surface what's happening, how often, and what it costs; the Manager drives the decisions and durable fixes. This is a role for someone who sees around corners, forms a point of view, and brings it forward without waiting to be asked.

Queue management

• Monitor email, chat, and phone queues all day, not just at shift start
• Track volume, backlog, SLA risk, adherence, and productivity as they move
• Act ahead of the miss: adjust skills, request overtime, rebalance agents, then confirm it happened
• Fix adherence and productivity issues live, or flag them if no solution exists

Scheduling

• Keep BPO scheduling shells current and aligned to volume across all channels
• Flag coverage gaps to the Ops Manager with a recommendation
• Bring a point of view on how schedules should be structured, not just maintain what exists

Forecasting and planning

• Review forecast accuracy against actuals with the BPO and Ops Manager
• Flag staffing needs ahead of known volume shifts
• Track shrinkage, absenteeism, and attrition, and recommend adjustments before coverage is hit
• Build peak and contingency playbooks so readiness is planned, not improvised

Data and insights

• Pull regular and ad hoc reports and explain what the numbers mean
• Report on SLA, AHT, occupancy, adherence, and shrinkage, including anomalies, trends, and drivers
• Find workflow inefficiencies, recommend fixes, and keep runbooks and intraday procedures current
• Escalate recurring issues to the Ops Manager: what’s happening, how often, the impact, and a recommended next step
• Review quality sampling and surface calibration gaps and coaching themes

BPO partnership

• Work daily with BPO team leads on intraday adjustments, confirm changes are executed, and share data for their coaching
• Run the BPO performance cadence and scorecards, and follow up on corrective actions and staffing gaps
• Coordinate readiness for workflow changes, launches, outages, unplanned absenteeism, and peaks
• Support onboarding of new BPO sites and agents across systems and content knowledge
• Recommend actions during incidents and document lessons so issues don’t recur

Qualifications

• 2-3 years of experience in workforce management, real-time analysis, or a related operations role, ideally in a multi-channel (email, chat, phone) environment
• 1-2 years of experience in a customer service related role
• Experience working with or managing outsourced (BPO) partners, including influencing performance without direct authority over agents is preferred
• Strong analytical skills and comfort with reporting tools such as Tableau, with the ability to turn data into a clear recommendation
• Sound judgment and composure when priorities shift or issues arise in real time
• A process-first mindset and strong attention to detail, paired with the confidence to question whether the current approach is working
• Excellent written and verbal communication, including concise escalations that give leadership full context
• Comfort working cross-functionally with internal teams and outsourcing partners
• Proficiency in Google or Microsoft Office; experience with WFM platforms, CSR, and Salesforce.com a plus
• Bachelor's degree preferred, or equivalent work experience

Additional Information

Work Environment: Hybrid - We are in the office Monday, Wednesday & Thursday

Office Location: Dallas - 2801 North Central Expressway, 11th Floor 75204

Salary Range

$56,000 - $66,000

The base salary range above represents the anticipated low and high end of the national salary range for this position. Actual salaries may vary and may be above or below the range based on various factors including but not limited to work location, experience, and performance. The range listed is just one component of Care.com's total compensation package for employees. Other rewards may include annual bonuses and short- and long-term incentives.

• Health insurance coverage
• Life and disability insurance
• A generous 401K employer matching program
• Paid holidays
• Paid time off (PTO)

Company Overview

Available in more than 20 countries, Care.com is the world's leading platform for finding and managing high-quality family care. Care.com is designed to meet the evolving needs of today's families and caregivers, offering everything from household tax and payroll services and customized corporate benefits packages covering the care needs of working families, to innovating new ways for caregivers to be paid and obtain professional benefits. Since 2007, families have relied on Care.com's industry-leading products—from child and elder care to pet care and home care.