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Workforce Manager
3 months ago
Join Gabb and be part of a team that is passionate about revolutionizing the way families connect and kids experience the world. Our mission is to protect kids, connect families, encourage life beyond the screen, and empower parents. We are committed to equipping families with innovative products like the Gabb Phone 3 Pro and the Gabb Watch 3, ensuring kids stay safe while staying connected.
Remember the days when playing outside until dusk was the norm, and the biggest tech challenge was dial-up internet? We believe kids deserve to enjoy the simplicity and freedom of those times, even in today's digital age. Through our cutting-edge, safe tech, we're making it possible.
If you're enthusiastic about creating a safer digital world for children and want to contribute to a brand that is making a real difference, we would love to have you on our team. Come join us at Gabb and help us lead the industry in safe tech for kids
What You'll Do
Here at Gabb, we pride ourselves on our amazing safe tech products for kids We also pride ourselves on providing world-class customer support for all our incredible customers. We are just as passionate about providing our customer support agents with a great work experience. We are seeking a Workforce Manager to join our team to help enhance the experience on both.
We are looking for a highly analytical and results-driven Workforce Manager to join our team. As the Workforce Manager, you will be responsible for managing the day-to-day scheduling, forecasting, and staffing needs of our customer support team. You will work closely with managers, supervisors, and agents to ensure we meet our service level agreements while maximizing efficiency and productivity. Your responsibilities will include, but are not limited to…
- Capacity Planning: Develop and maintain accurate forecasts of contact volumes, staffing requirements, and workloads across multiple channels (phone, email, chat, etc.) using historical data, trends analysis, and business intelligence tools.
- Scheduling: Create optimized schedules for contact center agents, ensuring adequate coverage to meet service level targets while minimizing overstaffing and understaffing situations. Manage staff attendance records, including time-off requests, vacation planning, sick leave etc.
- Real-time Monitoring: Monitor contact center performance in real-time, making necessary adjustments to staffing levels and schedules to address fluctuations in call volumes and maintain service level agreements (SLAs).
- Data Analysis: Analyze key performance metrics such as Average Handle Time (AHT), Average Speed of Answer (ASA), and adherence to schedule to identify trends, opportunities for improvement, and areas of risk.
- People Management: Oversee a team of Real Time Analysts and their day-to-day needs. Update them on policies and procedures, as well as process improvements.
- Collaboration: Work closely with various stakeholders including Operations, Training, HR, and Quality Assurance teams to align capacity planning efforts with broader business goals and initiatives.
- Continuous Improvement: Proactively identify opportunities to enhance efficiency and effectiveness within the workforce management function, implementing best practices and process improvements as necessary.
What You'll Bring
- 3+ years of experience in contact center workforce management, with a demonstrated focus on capacity planning and forecasting.
- Proficiency in workforce management software (preferably Calabrio) and advanced Excel skills.
- Strong analytical and problem-solving abilities, with a keen attention to detail.
- Experience or strong interest in supervising and leading teams and people.
- Excellent communication and interpersonal skills, with the ability to collaborate effectively across departments and levels of the organization.
- Proven track record of driving results and meeting performance targets in a fast-paced, dynamic environment.
- Familiarity with contact center technologies and telephony systems.
- 🌎 Mission driven to protect kids and make a difference in the world
- ⚖️ Work-life balance with unlimited PTO, flexible/hybrid schedules, and more
- 🏥 Generously covered insurance premiums (up to 100% based on tenure)
- 💰 Stock options and 401(k) plan with employer match
- 🚀 Fast-paced startup environment with room for career growth
- 😎 Energetic and collaborative company culture (plus the coolest coworkers around)
- 🐶 Pet insurance to keep your furry friend happy and healthy
Gabb is an equal opportunity employer and is committed to providing a work environment that is free from discrimination of all types. We celebrate diversity and are dedicated to fostering an inclusive environment for all. All applicants will be considered for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, gender identity, sexual orientation, pregnancy and pregnancy-related conditions, or any other characteristic protected by law. We encourage individuals of all backgrounds to apply.
