The 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
Similar jobs
Last update: 23 minutes ago
Senior Software Engineer
Join ProsperOps as a Senior Software Engineer to design scalable cloud solutions. Work remotely with AWS, C#, and JavaScript.
Senior Manager, Talent Management
Lead Talent Management at Semrush in Barcelona. Strategic role, hybrid work, extensive benefits.
Senior Growth Marketing Manager
Senior Growth Marketing Manager at Affirm, focusing on paid media strategies and analytics. Remote work available.
Product Manager, Ads Marketplace (Prediction/Ranking/ML models)
Join Reddit as a Product Manager in Ads Marketplace, focusing on prediction, ranking, and ML models. Remote work available.
Senior Software Engineer, Borrower Support
Senior Software Engineer role in borrower support, focusing on AWS, Python, React, and Postgres in a hybrid work environment.
Manager, Software Engineering
Lead software engineering team at BILL, focusing on fraud detection and payment systems.
Technical Program Manager, Compute Infrastructure
Manage OpenAI's compute infrastructure, focusing on capacity planning, resource optimization, and cross-functional collaboration.
Staff Software Engineer
Join EarnUp as a Staff Software Engineer in San Francisco, CA. Engage in significant backend and infrastructure projects with a leading fintech company.
Founding Technical Product Manager
Join Method Financial as a Founding Technical Product Manager to lead product strategy and drive fintech innovation.
Senior Engineering Manager - Financial Systems
Lead and manage software development for financial systems using Java, React, and AWS at Happy Money, a remote-friendly company.
Senior Technical Project Manager
Lead complex tech projects at JPMorgan Chase as a Senior Technical Project Manager, driving business goals and innovation.
Technical Program Manager, External Technical Partnerships
Join Anthropic as a Technical Program Manager to drive cloud deployments and partnerships with Amazon Bedrock and GCP Vertex AI.
Machine Learning Manager - Marketplace (Smart Positioning)
Lead a team in the Marketplace ML department at Booking.com, focusing on smart positioning and personalization using machine learning.
Lead Technical Program Manager at JPMorgan Chase
Lead Technical Program Manager at JPMorgan Chase, driving major tech initiatives in cloud enablement and adoption.
Senior Full Stack Engineer
Join Provenir as a Senior Full Stack Engineer to design and build enterprise software solutions in a remote, innovative fintech environment.
Head of Marketing
Lead a dynamic marketing team at Firstbase, focusing on user acquisition and growth. Oversee Product Marketing, Paid Marketing, and more.
Senior Program Manager, Cohort Learning
Join HubSpot as a Senior Program Manager to lead cohort learning experiences, focusing on innovation and stakeholder management.
Senior Product Manager, Innovation & Loyalty
Join PrizePicks as a Senior Product Manager to lead innovation and loyalty programs in the fantasy sports industry.
Software Engineering Manager
Join Avant as a Software Engineering Manager to lead and mentor a team in a dynamic FinTech environment.
Senior Product Manager, Platform
Lead a team of product managers in a Senior Product Manager role at WP Engine, focusing on platform development in a remote setting.
Staff Product Manager, Empathetic AI
Lead AI safety capabilities at Pinterest as a Staff Product Manager. Drive innovation and strategy in a remote role.
Senior Fraud Strategy Data Scientist
Lead fraud detection strategies with advanced analytics in a fintech environment. Based in San Jose, CA.
Category Director - E-Commerce and Product Management
Lead Category Director role focusing on e-commerce and product management, offering competitive salary, equity, and comprehensive benefits.
Senior Full Stack Software Developer
Senior Full Stack Developer role focusing on AWS, cloud-native microservices, and full-stack development in Tempe, AZ.
