What You'll Do:
- Workforce Planning:
- Develop and maintain accurate short-term and long-term forecasts for outsourced contact center volumes based on historical data, trends, and business drivers.
- Collaborate with various stakeholders to gather information on upcoming attrition opportunities, product launches, and other events that may impact contact center volumes.
- Conduct regular analysis to identify patterns, trends, and anomalies in contact center data to refine forecasting models.
- Develop and implement comprehensive and consistent strategies, tools, and processes related to workforce planning and workload forecasting.
- Own end-to–end tracking and control processes for forecasting headcount, site capacity, and metrics performance across a complex partner network.
- Build optimal long-term staffing plans by balancing the needs between the customer experience, agent experience, operational flexibility, and cost effectiveness.
- Scheduling and Staffing:
- Experience supporting employee centric work environments which includes unlimited PTO benefits, developmental offline activities, travel schedules for in-office hybrid work experiences and celebrations such as Customer Service Week.
- Create daily forecasts by product, business unit, and support channel and share the plan with respective contact center partners.
- Evaluate and provide feedback on the contact center partner’s staffing plan to ensure the quantity of labor is sufficient to meet service levels while minimizing unnecessary labor costs.
- Retroactively monitor adherence to the plan and make necessary adjustments to the forecast to address unexpected fluctuations in call volumes.
- Mitigate capacity risks and provide capacity levers by managing dependencies across multiple BPO partners and clearly communicate opportunities.
- Forecast Modeling & Budgeting:
- Collect and analyze operational data, including preparing internal reporting deliverables, analyzing trends & drivers, and explaining forecast vs. actual variances.
- Capable of building staffing and cost models using hypothetical scenarios as a precursor to potential changes to the business.
- Communicate estimates for budget planning purposes.
- Performance Monitoring and Reporting:
- Establish and monitor key performance metrics, providing regular reports to leadership on workforce performance and efficiency.
- Identify areas of improvement and implement strategies to enhance contact center performance, thereby lowering costs per customer contact.
- Analyze historical data and provide insights to aid in decision-making for staffing adjustments and process improvements.
- Continually seek new data points that can help maintain an accurate volume forecast.
- Technology and Tools:
- Able to evaluate trends, build forecasts, and establish workforce planning best practices
- Experience introducing innovative technology solutions into the work environment including automation ideas, self-service functionality for agents and focus on scalability solutions
- Stays abreast of industry trends, advancements and can drive improvements with forecast accuracy in workforce management technology.
- Cross-Functional Collaboration:
- Collaborate with other departments such as Operations, Training, Finance, and Technology/Engineering teams to ensure alignment between workforce strategies and overall business goals.
What You Have:
- 5+ Years of experience in a Senior Leadership role relating to Workforce Management, Contact Center and/or Back-office Operations
- 3+ years in managing and building teams
- 2+ years of experience with working with NICE (formerly IEX) WFM tools
- Proficient with Excel, Word, PowerPoint, Slack and Google suite of tools.
- Ability to collect and compile relevant data from multiple sources to make meaningful decisions and improvements
- Effectively engages with technology vendors to ensure tools are running efficiently
- Extremely organized with great attention to detail and strong time management skills
- Proven ability to execute systematic, scalable solutions for staffing and scheduling
- Analytical mindset with the ability to manage data and leverage business statistics to improve accuracy.
- Solutions-oriented individual who understands how to effectively manage multiple teams in different geographic locations.
- Ability to effectively multi-task and meet deadlines with accuracy required
- Advanced communication skills with a customer service focus and ability to use data visualization, storytelling skills, Workforce Management principles, and emotional intelligence to influence leadership and contribute to a team environment.
- Ability to promote, lead leaders as well as contribute to a collaborative team environment
- Ability to lead and communicate change. Share and align on impacts of change to cross functional teams
- Works well independently and as part of a cross functional team.
The national cash compensation range for this role is $115,000 - $165,000*
*Please note: Final offer amounts are determined by multiple factors, including prior experience, expertise and region & may vary from the amount above. This range does not represent additional compensation benefits (such as equity, 401K or medical, dental or vision insurance).
Please have fun with the Cover Letter portion of the application! It does not need to follow “traditional” cover letter guidelines - we would love for you to write 150-500 words explaining why you are interested in ezCater and the role, and highlighting anything else you think we should know!
ezCater does not sponsor applicants for work visas or legal permanent residence.
What You’ll Get from Us:
You’ll get a terrifically compelling opportunity, in an environment of radical transparency, open access to all the data, and collaborative colleagues at every level of our organization. You’ll also get sane working hours and great flexibility around work/life balance.
Have people in your life – of any age – who always, often, or sometimes need your help? We make room for that. Have a bad thing or a good thing happen to you? We make room for that, too.
Oh, and you’ll get all this: Market salary, stock options that you’ll help make worth a lot, the usual holidays, all-you-can-eat vacation, 401K with ezCater match, health/dental/FSA, long-term disability insurance, remote-hybrid work from our awesome Boston or Denver offices OR your home OR a mixture of both home and office (you choose!), a tremendous amount of responsibility and autonomy, wicked awesome co-workers, cupcakes (and many more goodies) when you’re in one of our offices, and knowing that you helped get this rocket ship to the moon.
ezCater is an equal opportunity employer. We embrace humans of every background, appearance, race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, and disability status. At the same time, we do not employ jerks, even brilliant ones.
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