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Manager, Workforce Management

Expired Job

Zendesk New York , NY 10007

Posted 3 months ago

We are looking for an innovative leader to join our global advocacy team to build and develop an industry leading Workforce Management team to support optimal staffing needs to meet overall business performance metrics and function. In this role you will be responsible for building and managing our global forecasting, workforce planning and scheduling processes. Responsible for creating and overseeing the generation of reports and other metrics used to manage daily operations. The right person will thrive on making data based decisions that will ensure our teams are positioned to provide amazing service to our customers.

What you get to do:

  • Lead the implementation and maintenance of a Workforce Management Tool

  • Identify training needs of the leadership and advocates as it relates to the deployment of the Workforce Managment tool

  • Perform use case testing for the set up and configuration of the Workforce Management tool

  • Support the deployment of the Workforce Management tool by conducting application and data feed validation testing

  • Develop and support real-time, historical and customer reports and analyze trending in a timely manner to improve the efficiency of the WFM team

  • Participate and lead workforce optimization projects/initiatives and analysis as need

  • Build support center staffing strategies for a global team in a multichannel, multiskilled, 24x7 environment

  • Oversees workforce staffing strategies and trending reports to achieve service level objectives

  • Ability to develop strong relationships and influence communicated data driven ideas

  • Ability to communicate and influence at all leadership levels

  • Define and implement Workforce Management policies and procedures

  • Participate in and support performance improvement initiatives related to workforce optimization

  • Provide direction to staffing Planners to support optimal staffing needs

  • Evaluate, develop and coach staff effectively to improve performance to support business service objectives

  • Plan, organize, manage and evaluate daily operations for Workforce Management support functions, providing leadership with timely, accurate and relevant reporting and analysis on a daily, weekly, monthly and quarterly basis.

  • Formulate concepts and provide details to leadership recommending changes in business process to improve performance and the customer experience

  • Develop models to support complex multiple forecast scenarios using staffing optimization techniques

  • Establish and maintain short term and long term forecasting models in partnership with Finance, Training and Advocacy leadership on staffing needs

  • Provide trend analysis of long-range capacity planning/staffing models, projections and forecast for critical work channels with summary reporting to align with optimization suggestions

  • Responsible for utilizing a variety of analytical techniques to solve problems and address business objective by using a variety of Workforce and analytical tools

  • Obtain results and performance data validation to ensure the integrity of the results.

  • Oversees workforce staffing strategies and trending reports to achieve service level objectives

  • Drive strategy driven conversations and design baseline metrics to support performance improvement initiatives

  • Develop and support real-time, historical and customer reports and analyze trending in a timely manner to improve the efficiency of the Workforce Management team

What you bring to the role:

  • BS/BA preferred or equivalent work experience

  • 5+ years in contact center workforce management

  • 3+ years of supervisory or management experience

  • Experience in selecting, implementing and utilizing industry-accepted workforce planning software/applications

  • In-depth understanding of workforce management tools and methods.

  • Exceptional problem-solving capabilities and superior analytical skills.

  • Proven ability to multi-task and manage multiple projects

  • Experience presenting reports, forecasts, trends and recommendations to senior leaders

  • Expert skills in Microsoft Excel and Google Sheets

  • Ability to define root cause analysis views and data mining manipulation

  • Ability to maintain high level of confidentiality

The best customer experiences are built with Zendesk. Zendesk's powerful and flexible customer service and engagement platform scales to meet the needs of any business, from startups and small businesses to growth companies and enterprises. Zendesk serves businesses across a multitude of industries, with more than 125,000 paid customer accounts offering service and support in more than 30 languages. Headquartered in San Francisco, Zendesk operates worldwide with 15 offices in North America, Europe, Asia, Australia, and South America. Learn more at

Interested in knowing what we do in the community? Check out the Zendesk Neighbor Foundation to learn more about how we engage with, and provide support to, our local communities.

Zendesk is an equal opportunity employer, and we're proud of our ongoing efforts to foster diversity & inclusion ( in the workplace. Individuals seeking employment at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.

By submitting your application, you agree that Zendesk may collect your personal data for recruiting, global organization planning, and related purposes. Zendesk's Candidate Privacy Notice explains what personal information Zendesk may process, where Zendesk may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Zendesk's use of your personal information.

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Manager, Workforce Management

Expired Job