Customer Experience Workforce Manager

Responsibilities:

• Forecast staffing needs, taking into account contact volume and headcount requirements
  
• Assist with scheduling and process time-off requests for the CX organization
• Generate reports to show changes to productivity or performance
• Work with BPOs and oversee their schedules
• Lead capacity planning and cascade schedules out to front-line CX Agents
• Lead cross-functional partnerships with Product and Engineering to determine what capacity is needed before new product launches

Requirements:

• At least 10+ years of experience in Workforce Management within a Customer Experience organization
• Experience in a fast-paced environment, preferably a startup
• Proven experience working within Zendesk and Sigma
• Exceptional written and verbal communication skills
• Sound business judgment, including using data to drive strategy and business action
• Ability to move remarkably fast with little structure and guidance