Job Description

Role:  Senior Workforce Manager, Customer Service

Team:  Customer Experience

Location: Reno, NV preferred. Open to remote only in approved states (AZ, CA, CO, CT, DC, GA, HI, IL, ME, MD, MA, MN, MT, NV, NY, OH, OR, PA, TN, TX, UT, VA, WA)

Applications will be accepted until 2/28/23. Due to volume, the posting may get extended or expire early.

COVID-19 Vaccinations: Patagonia requires all employees to demonstrate proof of receiving a COVID-19 vaccination as a condition of their employment.

General Summary 

The Senior Workforce Manager will be responsible for the forecasting, capacity planning, scheduling, and financial planning for all customer service teams. You will lead a team of schedulers, real-time analysts, and capacity planners in both operational execution and career development. You will ensure day-to-day service levels are met based on a strong understanding of contact center operations, reporting & analytics, and team leadership in a multi-channel environment. You will effectively partner with customer service operations leaders to meet and exceed service levels, staffing, and response time goals.  You will partner with our BI team to transform data into knowledge in order to support business decision-making.

This role will be passionate about our mission to save our home planet and lead by example, exemplifying our culture, core values, and mission every day. As a leader, you will be expected to encourage your team members to volunteer with local non-profits, and to get outdoors to participate in our core sports.

What You’ll Do 

• Oversee the forecasting, capacity planning, and scheduling functions of the WFM team. Design and continually improve forecast models of CX contacts and staffing requirements. Use them to optimize department scheduling to exceed target customer service levels. Lead forecast meetings between WFM and CX Operations teams.
• Analyze historical trends and inputs to enhance and improve the capacity planning and forecasting
• Develop strategies to optimize workforce scheduling and effectively deploy resources at a reduced cost to the business
• Design practical and informative visualizations and tailor them to stakeholders of all levels, including executives. Lead a weekly meeting to share analysis on CX service levels with CX leaders.
• Produce monthly, quarterly and annual resourcing plans for each team
• Design and launch a workforce governance process
• Consolidate and analyze data to generate reports detailing workforce trends, staffing compliance, risks, and mitigation plans
• Hire, manage, and coach a team of workforce analysts, schedulers, and people leaders. Plan and prioritize the team’s roadmap, monitor progress, and take responsibility for the accuracy of results and recommendations. Provide guidance, training, and problem-solving assistance to team members.
• Lead a team of schedulers, RTAs, and analysts to ensure operations run smoothly.
•  Plan and prioritize the roadmap of your team, monitor progress, and take responsibility for the accuracy of results and recommendations. Provide guidance, training, and problem-solving assistance to team members.
• Partner with our Business Intelligence team to automate the demand, capacity, and staffing reports and dashboards
• Continuously measure and assess progress against existing workforce plans to ensure practical business alignment and exhibit the ability to lead cross-functional projects in the design of alternative approaches
• You will join our national operations team to create and manage a workforce plan that allows us to deliver on our organizational goal
• You will be responsible for conducting comprehensive demand forecast modeling, capacity planning, resource planning, and for providing stakeholders with recommendations based on insights and data
• Build positive relationships with business leaders and engage with them to understand strategic priorities and identify opportunities for improvement. Translate business requirements into technical solutions to add value to the department. You will work with key business leaders (e.g., Presidents, Talent, HR, Finance) to align our talent strategy and business needs. This role reports into the National Strategy & Operations organization

Experience You Bring

• 5-10 years of proven experience in workforce management role in a contact center with advanced knowledge of process, tools, and capacity planning
• 5+ years of people management experience
• BA in analytics, BI, or related field preferred
• Expert knowledge and usage of Erlang C and call center forecasting methodologies, staffing models, and scheduling methodologies, including the ability to model these by hand or with workforce management software
• Expert user of Excel (Power Query, DAX, pivot tables) with relevant Microsoft certifications a plus.
• Experience in working with tools like Calabrio, Salesforce, Talkdesk, PowerBI, Alteryx, Microsoft Suite. and other comparable systems, including workforce management software
• Advanced spreadsheet and database skills with proficiency in developing models, as well as analytical and graphical insights

Who You Are 

• Deeply passionate and committed to saving our home planet.
• Thrives in an environment with a high level of autonomy, working with little or no supervision.
• Organizes and self-manages tasks and priorities; and takes responsibility for their timely completion.
• Empathetic, active listener, who loves developing their teams personal and professional growth
• Excellent listening, communication, interpersonal and presentation skills; ability to communicate effectively to senior management and broad cross-functional stakeholders
• Analytical with meticulous attention to detail, and a passion for making data-driven decisions.
• Skilled at dealing with ambiguity. Demonstrates flexibility in a changing work environment.
• Works well in a collaborative environment with multiple teams, both business and technical.
• Strong problem-solving skills; able to anticipate, identify, and solve business problems.
• Desire and ability to investigate and learn new tools, with a drive for ongoing self-education.
• Adept at visualizing data for effective storytelling, in ways that are actionable for business leaders.
• Create an environment where everyone can learn from mistakes, voice their opinions, and ask judgment-free questions.
• Value the perspective of team members, even if it is different from your own.

Physical Requirements  

• Must be available for local in-person meetups with CX members in your area, including but not limited to store tours, activism, field trips, and team building activities – 10% of the time.
• Ability to remain stationary for extended periods of time, while operating a computer keyboard.
• Ability to look at a computer screen for extended periods of time.
• Ability to maintain composed and professional demeanor within a flexible and busy work environment.
• Ability to travel domestically (~ 10% of year).

Compensation

Pay range: $95,226 – $158,639

Hiring range: $110,000 – $130,000

At Patagonia, pay ranges are set using the best available market data for the job at the required location. To determine salary for a candidate, we consider the candidate’s skills and capabilities for the job compared with expectations for the position.

Employee Conduct  

It is the responsibility of every employee to contribute to a positive work environment through cooperative and professional interactions with co-workers, customers, and vendors.

Equal Employment Opportunity

All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other factors prohibited by law.

How to Apply

Job Categories: Equal Opportunities. Job Types: Full-Time. Salaries: 100,000 and above.

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