Supervisor, Workforce Management

Care.com; Town of Texas (WI); Hybrid; USD 55,000 - 60,000; Full time

Benefits offered by this job

Hybrid work environment

Health insurance

401K matching

Paid holidays

PTO

Job summary

Care.com is seeking a Supervisor, Workforce Management to lead day-to-day scheduling, forecasting, and real-time performance for outsourced customer care partners. You will ensure staffing levels, adherence, and service levels while escalating issues as needed.

You will own the BPO cadence, develop scorecards, monitor real-time queue performance, and coordinate readiness for updates and peak periods. A cross-functional communicator, you’ll optimize processes and support onboarding with a

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.
• Comfortable working cross-functionally with internal teams and outsourcing partners.
• Proficient in Google or Microsoft Office and reporting tools; experience with WFM platforms, CSR, and Salesforce.com a plus.
• Bachelor's Degree preferred, or equivalent work experience.

Responsibilities

• Serve as the day-to-day point of contact for the BPO partner workforce team, ensuring consistent execution against staffing plans and policies.
• 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 partner sites, adjusting as needed to hit SLAs and KPIs.
• Operate within established Trust & Safety policies and queue-prioritization, escalating policy or complex questions to the appropriate manager.
• Support the manager in refining team processes and guidelines based on operational data and trends.
• Coordinate BPO readiness around updated workflows, product/policy launches, outages, absenteeism, and peak periods.
• Assist with onboarding new BPO sites or agents, regarding both systems as well as content knowledge.
• Identify and elevate system bugs or process breakdowns affecting the agent and member experience.

Skills

Workforce management

Analytical skills

Strong communication

Attention to detail

Cross-functional collaboration

Adaptability

Education

Bachelor's Degree preferred, or equivalent work experience

Tools

Google Workspace

Microsoft Office

WFM platforms

Salesforce.com

CSR

Job description

• Compensation: USD 55,000 - USD 60,000 - yearly

Company Description

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. Here, we're applying data analytics, AI, and the latest technologies to solve universal problems and connect people in new ways. If you like having autonomy, if you thrive on collaboration and building new things, and if you're all about using your talent for good, Care.com is the place for you.

Job Description

Our Member Screening Team is on the front lines serving as the first point of Trust & Safety to our over 32 million members (and growing) who utilize the Care.com platform. This team supports users by vetting content such as general information, photos, jobs, profiles, and even the members themselves. An integral part of the Member Screening Team is our outsourced agents who provide around the clock support.

As Supervisor, Workforce Management, you'll own the day-to-day scheduling, forecasting, and real-time performance of our outsourced (BPO) customer care partners. You'll be the operational point of contact ensuring staffing levels, adherence, and service levels stay on target, and you'll elevate and troubleshoot issues as they come up.

What Your Days Will Be Like

• Serve as the day-to-day point of contact for the BPO partner workforce team, ensuring consistent execution against agreed staffing plans and stated Trust & Safety policies and procedures
• 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 partner sites, adjusting as needed to hit SLAs and KPIs
• Operate within established Trust & Safety policies and queue-prioritization, escalating policy or complex decisioning questions to the appropriate manager(s)
• Support the manager in refining team processes and guidelines based on operational data and trends
• Coordinate BPO readiness around updated workflows, product/ policy launches, outages, unplanned absenteeism, and peak periods
• Assist with onboarding new BPO sites or agents, regarding both systems as well as content knowledge
• Identify and elevate system bugs or process breakdowns affecting the agent and/or member experience

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
• Comfortable working cross-functionally with internal teams and outsourcing partners
• Proficient in Google or Microsoft Office and reporting tools; experience with WFM platforms, CSR, and Salesforce.com a plus
• Bachelor's Degree preferred, or equivalent work experience

Additional Information

Office:2801 N Central Expy, Dallas, TX 75204
Work Environment: Hybrid - In office Mon, Wen & Thurs
Salary Range: $55,000 - $60,000 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. In addition, Care.com provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a generous 401K employer matching program, paid holidays, and paid time off (PTO).
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