Retail CSR at Park Insurance providing personal lines insurance in Burnaby. Responsible for sales, customer service, and insurance evaluation duties.
About the role
- Senior Workforce Manager overseeing Airbnb's community support operations. Maximizing efficiency and service levels through data-driven strategies and team leadership.
Responsibilities
- Oversee the creation and management of employee schedules to meet forecasted demand.
- Ensure schedules optimize resource allocation, minimizing understaffing and overstaffing.
- Collaborate with operations teams to adjust schedules based on real-time demand and unforeseen events.
- Optimize labor costs while preserving service quality through strategic use of workforce management levers.
- Track and control categories of unproductive time, and closely monitor overtime, absenteeism, and other factors affecting labor costs.
- Work in real time with leadership to monitor call volumes and agent availability, making on-the-fly adjustments to maintain service levels.
- Design and implement contingency plans during peak periods or for unexpected medium-term increases in volume.
- Communicate with operations managers to resolve staffing issues and identify solutions to mitigate risks.
- Analyze performance data to identify trends, inefficiencies, and areas for improvement.
- Report on key staffing metrics such as occupancy, schedule adherence, unproductive time, and service levels.
- Provide senior leadership with analyses and recommendations based on workforce data (e.g., changes to operating hours).
- Lead and coach a workforce operations team, fostering a culture of continuous improvement and accountability.
- Ensure the team is trained and uses the latest workforce management practices and technologies.
- Collaborate with vendors and external partners to optimize workforce management solutions.
- Act as a liaison between the workforce operations team and contact center leadership to ensure workforce strategies support operational objectives.
- Partner with other departments such as HR, operations, and product development to ensure workforce activities align with overall business strategies.
Requirements
- Minimum of 10 years of experience in workforce management, business operations, or operations management roles supporting international contact centers, with proven experience leading and developing a workforce management team.
- Deep functional expertise, knowledge of contact center operations and best practices, and a comprehensive understanding of staff scheduling and process optimization.
- Strong knowledge and expertise with workforce management software and tools: proficiency with workforce management platforms and tools (e.g., Aspect, NICE, Verint) is required, along with a solid understanding of industry best practices. A commitment to learning emerging contact center technologies is essential.
- Required experience in short-term forecasting, scheduling, interval management, real-time monitoring/adherence, staffing, and reporting.
- Experience working in or closely with contact centers is required, with a deep understanding of customer service dynamics, contact volume fluctuations, and the impact of workforce management on service levels.
- Strong analytical and problem-solving skills with proven experience using data to make strategic business decisions. Ability to interpret complex data and make informed decisions based on forecasts and real-time information.
- Strong project management skills, including the ability to manage multiple initiatives simultaneously.
- Exceptional leadership skills with the ability to build and lead a high-performing team. Ability to lead, empower, and motivate teams and colleagues.
- Excellent verbal and written communication skills with the ability to interact effectively with senior leadership, frontline staff, and various other teams within the community support organization.
Benefits
- Bonus, equity, benefits, and Employee Travel Credits
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