Manager, Workforce Management
Prosper MarketplaceThe Role
As the Manager of Workforce Management at Prosper Marketplace, you will be at the helm of the WFM Real Time Monitoring and WFM Planning Teams. Your primary responsibility will be to lead these teams to ensure optimal performance in real-time management of offline activities and service levels. You will also support scheduling efforts, monitor the execution of business-critical offboarding tasks, and review intraday and productivity reports produced by the Real Time Team.
Responsibilities
- Leadership and Management: Direct the Real Time Monitoring Team and the WFM Planning Team, ensuring that they meet the company's standards and objectives.
- Forecasting and Planning: Coordinate short-term staffing plans and create locks of the staffing need for our vendor partners per contractual agreements. Utilize deep understanding of WFM concepts to evaluate and direct improvement of short-term staffing need forecasts.
- Operational Efficiency: Provide input on decisions that impact contact center KPIs such as volume, AHT, ASA, etc., and make recommendations to increase operational efficiency.
- Team Development: Support the growth of team members through coaching, mentoring, development, setting productivity expectations, and managing timecards.
- Contract Management: Familiar with contracts for BPO staffing and working with BPO’s to ensure compliance and efficiency.
- Data Analysis and Reporting: Run prewritten SQL scripts in GCP Big Query to evaluate the work of the WFM Team and run existing Tableau reports to evaluate business performance.
About You
- Educational Background: Bachelor’s degree in Mathematics, Statistics, Finance, Economics, Supply Chain, or Business fields of study.
- Experience: Minimum of 2 years in a relevant role such as Project management, WFM, capacity planning, or similar.
- Skills: Excellent oral and written communication skills, ability to multitask in a fast-paced environment, analytical mindset, and proficiency in Excel and other Windows based programs.
- Technical Proficiency: Experience with SQL, Big Query or GCP, and visualization tools like Tableau, Looker, Power BI is a plus.
- Software Knowledge: Strong working knowledge of WFM scheduling software such as NICE/IEX, NICE/StrategicPlanner, Verint, Aspect/EWFM/Alvaria; some admin experience preferred.
What We Offer
- Professional Growth: Opportunity to collaborate with a team of creative, fun, and driven colleagues on products that have an immediate and significant impact on people's lives.
- Work Environment: Fast-paced environment with experienced industry leaders.
- Benefits: Flexible time off, comprehensive health coverage, competitive salary, paid parental leave, wellness benefits, and more.
Benefits Extracted with AI
- Flexible time off
- Comprehensive health coverage
- Paid parental leave
- Wellness benefits including mental health resources and virtual workouts
- Udemy access
- Childcare assistance
- Pet insurance discounts
- Legal assistance
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