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Manager of Workforce ManagementNashville, Tennessee, United States

Manager of Workforce Management

Full-time | Nashville | Tennessee | United States

THE CHALLENGE

The Customer Experience team contains around 60 members whose staffing  we currently manage without a dedicated resource. The Customer Experience team is measuring its performance through Service Level agreements on a global level and with an increasing team across multiple locations (Mendoza, Cork, Melbourne, and Nashville), we are stretched on how we can efficiently maintain our service levels, staffing model, and coverage across the team globally.



THE TEAM

The Rev Ops team’s mission is to enable the Revenue teams to scale and grow top line growth quickly and efficiently. As part of the Insights team, the WFM manager will focus on supporting the CX organization with analytical insights while being part of an experienced analytics team. The Insights team is charged with providing analytical rigor to key strategic and operational questions that the revenue organization is asking for better decision making. The goal of the team is to help scale and drive insights into growth opportunities that will impact top line growth of the Marketing, Sales, and Customer organizations.



THE ROLE

The Workforce Management Manager is responsible for all analytical, reporting, forecasting and managing the workforce solution within the Customer Experience  team located in Nashville, Cork, Mendoza and Melbourne. The position reports into the Analytics & Insights’ team within the Revenue Operations, but works closely and is embedded within the Customer Experience team.

YOU WILL

  • The Manager of Workforce Management is the strategic, analytical and financial bridge between Customer Experience, Finance, HR and Revenue Operations.
  • Ensures the most efficient use of staffing resources to meet customer demands, 7 days a week, to ensure objective answer time results are achieved across all time intervals
  • Reviews call arrival patterns and provide recommendations to improve customer practice
  • Prepares  all (daily, weekly, monthly and ad hoc) analytics, forecasting and reporting of the Customer Experience team globally, including intraday, daily, weekly and monthly performance reports
  • Responsible for long-term forecasting and capacity planning by analyzing operational performance of the Customer Experience team, leveraging a  eWFM tool and/or advanced skill in spreadsheet and analytics support modeling. 
  • Responsible for the creation of visuals of analytic reports, analysis and dashboard to all identified stakeholders.
  • Analyzes data trends and recommends solutions to the business owners / leadership team across capacity planning and systems issues/downtime
  • Tracks everyday attendance and provide recommendations for understaffing and overstaffing
  • Validating call data feeds to ensure proper data collection within workforce management system

THE SKILL SET

  • 3-7 Years experience in Workforce Management, preferably in contact centers with at least 50 employees
  • Experience in scheduling, forecasting and capacity planning in a call center/contact center environment
  • Bachelor degree required
  • Salesforce.com (Service cloud) experience
  • Experience with Workforce Management software (scheduling, performance tracking, reporting)
  • Demonstrated strong analytical skills, with emphasis on forecasting
  • Ability and willingness to learn new software applications
  • Skills in complex problem solving, judgment, critical thinking and decision making
  • Ability to be highly organized with an emphasis on accuracy and timeliness
  • HIgh level of attention  to detail 
  • Ability to work alone with minimum supervision and with others in a team environment, occasionally under time pressure and on several tasks at the same time
  • Ability to effectively communicate orally and in writing with co-workers, management team, other Departments and vendors

BONUS POINTS

  • Experience with Workforce Management systems such as Genesys, Shiftlab, or Asure 
  • Understanding of the competitive WFM landscape and best in class analytics and reporting
  • Experience with implementing BI tools like Tableau

ABOUT EVENTBRITE


Eventbrite is the world’s largest ticketing and event technology platform, powering millions of events in 180 countries in 2017. We build technology that allows anyone to create, share, find and attend events of all kinds. Music festivals, marathons, conferences, hackathons, political rallies, fundraisers, gaming competitions— you name it, we power it. Meet some of the team.  


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Eventbrite is a proud equal opportunity/affirmative action employer supporting workforce diversity.  We do not discriminate based upon race, ethnicity, ancestry, citizenship status, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), marital status, registered domestic partner status, caregiver status, sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, genetic information, military or veteran status, mental or physical disability, political affiliation, status as a victim of domestic violence, assault or stalking, or other applicable legally protected characteristics.



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