Askfavor
Associate Manager, Workforce Management
Hybrid
Full Time
#Operations
#Support
#Workforce Management
#Forecasting
#Scheduling
#Capacity Planning
#Data Analysis
Askfavor is looking for a Associate Manager, Workforce Management
Full TimeManagerHybridUnited StatesOperationsSupportWorkforce ManagementForecastingSchedulingCapacity PlanningData AnalysisEnglish401kMedical insuranceVision insuranceDental insuranceLife insurancePaid time offLearning budgetHybrid work
The Favor Support team serves as the backbone of our customer experience, ensuring that our Customers, Runners, and Merchants receive fast and effective resolutions across all communication channels. We are looking for an Associate Manager, Workforce Management to join our team and lead our strategic approach to capacity planning and scheduling.
Responsibilities
- Develop short- and long-term demand forecasts by analyzing historical volume trends across phone, chat, and email channels.
- Create actionable staffing models that balance service level agreements, productivity targets, and budgetary constraints.
- Design efficient schedules for our Specialists and manage intraday coverage to adapt to real-time demand fluctuations.
- Oversee time-off requests and manage overtime or voluntary time-off needs to maintain operational efficiency.
- Lead, coach, and mentor a team of Workforce Management Coordinators, providing performance feedback and development opportunities.
- Collaborate with cross-functional partners in Training, QA, and Systems to plan for seasonal ramp periods and project-based work.
- Deliver detailed reporting and data-driven insights to leadership to drive continuous operational improvement.
Must-haves
- A relevant degree or equivalent formal training and work experience.
- At least 5 years of experience in workforce planning, capacity management, and strategic scheduling within a support contact center.
- Minimum of 3 years in a leadership role managing a team within a contact center, including direct people management and operational oversight.
- Proficiency with industry-standard WFM platforms such as Playvox, Teleopti, NICE, or Verint.
- Strong analytical skills with the ability to model scenarios and present clear insights to stakeholders.
- Excellent communication and organizational skills, with the ability to thrive in a fast-paced environment.
Benefits
- Medical, vision, dental, and life insurance coverage.
- 401(k) retirement savings plan.
- Unlimited paid time off for salaried employees.
- Dedicated learning budget and professional development opportunities.
- Hybrid work environment.
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