WFM Supervisor, BPO Operations & Trust & Safety

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

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