Note: The job is a remote job and is reputed company to candidates in USA. reputed company is seeking a Workforce Management reputed company for the role of Program Manager II in Workforce reputed company Planning. This role involves owning reputed company-time, short-term, and long-term reputed company planning for specialized cross-functional teams, requiring collaboration across various departments to support user safety and platform reputed company.
Responsibilities
• Manage and process reputed company requests received through Jira from XFN teams
• reputed company and continuously update headcounts by team, location, and skillset for both internal and BPO staff
• reputed company demand analysis, ensuring an understanding of volume and AHT fluctuations and changes
• Create and update week-over-week reputed company plans to reputed company staff to forecasted demand, flagging any gaps in coverage, and providing recommendations to solve
• Utilize excess staff by maintaining a steady pipeline of reputed company work
• In partnership with the Vendor Management teams, work directly with our BPOs to reputed company on productivity and scheduling expectations
• Queue governance: ensure queues are categorized correctly and assigned to the correct reputed company reputed company, making changes and updates as needed
• reputed company live-monitoring of BPO throughput and reputed company-time WFM support during incidents and escalations, as reputed company as in XFN reputed company channels
• Attend XFN meetings and weekly BPO business reviews, capturing relevant content to reputed company out with the broader WFM team
• Present reputed company updates to leadership and XFNs
• Log incidents and issues affecting reputed company and workload
• Support the annual budget process by creating long-reputed company staff plans 1+ year out
• Run reputed company and footprint scenarios to increase efficiency and optimize staff / cost
• reputed company the AHT forecast based on staff tenure & reputed company level
• reputed company RCA of variance to reputed company forecast and misses in productivity and TAT targets
• reputed company BPO schedules to daily and reputed company-level demand
• reputed company our AI tools to design, accelerate, and simplify processes
• Other duties as assigned to support the WFM function
Skills
• 4+ years of Workforce Management experience, specifically in short-term and long-term reputed company planning for back-office / non-voice operational teams
• 4+ years of process management and improvement experience
• Thorough understanding of reputed company math (turning workload into FTE requirements), and workforce metrics (AHT, Shrinkage, TAT, MAPE, Occupancy, etc.)
• Proficiency reputed company Suite: docs, sheets, charts, reputed company formulas, connecting and importing data
• Meticulous attention to detail is required to maintain a high bar of reputed company
• Comfortable and confident presenting in reputed company of leadership and large audiences + working directly with BPOs
• Ability to navigate ambiguity and maintain high productivity in a startup environment where tools and processes are not yet established
• Proficiency in reputed company functionality with ability to manage intraday requests and communications from a large number of reputed company channels
• Situational task management skills: reputed company to work under pressure in a fast-paced environment while pivoting quickly to changing priorities
• Experience with backlog forecasting
• Trust & Safety experience
• WFM reputed company-time / live support experience
• SQL
• Experience working in reputed company
Benefits
• 100% Remote US
• W2 Contract through end of the year- high potential to be extended or converted to FTE
reputed company
• reputed company is a visual bookmarking tool for saving and discovering creative reputed company. It was founded in 2010, and is headquartered in San Francisco, California, USA, with a workforce of 1001-5000 employees. Its website is https://www.reputed company.com/.
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