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Workforce Manager

hace 2 meses

Xico, México Etsy A tiempo completo

Job Summary

The Workforce Manager - Strategic Planning is a critical role at Etsy, responsible for creating and managing systems to assist in meeting service level targets, track our workforce, and provide visibility for internal stakeholders into staffing coverage by channel and topic area. This position requires a strong analytical mindset, excellent communication skills, and the ability to work cross-functionally to assist leadership in translating our business strategy into a strategic workforce and headcount plan.

Key Responsibilities

  • Deliver insights on SLA and productivity performance trends and opportunity areas to team members and organizational stakeholders
  • Monitor hourly, daily, and weekly SLA and productivity performance trends and identify areas of opportunity
  • Manage daily service levels through the analysis of intraday and historical performance
  • Create/improve processes, systems, and tools for workforce planning, such as standardizing data and reporting, implementing organizational planning and design tools, creating headcount management processes, ensuring line of sight on headcount and resourcing decisions, managing relationships for workforce tools
  • Manage Looker dashboards and create reports to deliver insights as needed
  • Work cross-functionally to assist leadership in translating our business strategy into a strategic workforce and headcount plan
  • Assist workforce leadership in reviewing monthly, quarterly, and annual budgets that account for forecasted volume and staffing needs, optimizing resources and identifying trade-offs
  • Shared responsibility for Partner RTA Program Team Management and SOP building

Requirements

  • 3+ years of workforce management/contact center experience
  • Strong quantitative and analytical skills
  • Fluency in both English and Spanish
  • Excellent interpersonal skills, including strong listening, written, and verbal communication with the ability to clearly and professionally communicate with others
  • Experience with Workforce Management tools (Assembled, Verint, Teleopti, preferred), or experience with scheduling or analytical software
  • Advanced Excel and/or GSuites skills and ability to build logical forecast models
  • Experience with Looker, or similar BI tools

What We Offer

Etsy offers a competitive benefits package, an annual performance bonus, and an equity package. We also offer different work modes to meet the variety of needs and preferences of our team, including Flex and Office-based work modes and workplace safety policies.