Workforce Management Program Manager

October 8

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Automattic

WebsiteLinkedInAll Job Openings

1001 - 5000

💰 Funding Round on 2021-05

Description

• Schedule, forecast, report on, and improve team allocation and effectiveness. • Ensure 24/7/365 coverage with no gaps. • Build efficient, flexible schedules that balance business needs with employee experience. • Optimize resource allocation, and reassign staff to cover scheduling needs. • Collaborate with team leads on process and expectations improvements. • Produce clear analysis of support coverage gaps. • Identify and address inefficiencies in support routing and processes.

Requirements

• Strong knowledge of workforce management systems and processes, and proven experience in a senior workforce management role. • Excellent written English skills for communication with customers and colleagues. • Proven track record of creative problem-solving. • Familiarity with analyzing historical and current data to identify trends. • Proficiency in flexible schedule building that balances business needs with employee experience. • Skills in forecasting staffing requirements for multiple support roles and emerging teams. • Ability to leverage tools for improved operations and capacity planning. • Experience in producing detailed analysis of support coverage gaps. • Knowledge of best practices in multichannel setups.

Benefits

• Fully remote work • Open vacation policy • Comprehensive benefits by country