Resident is an industry-leader in the Direct-to-Consumer mattress and home furnishings category. Since our founding of the award-winning Nectar Sleep in 2016 (with over 1 million happy sleepers and counting), we have also launched the Dreamcloud, Awara and Level Sleep brands to cater to a variety of sleep preferences. Our mission is simple, we strive to make inspiring products people love coming home to (and to help everyone afford a great night's sleep)!
Our company is built around continuously improving our ability to introduce new customers to our products, and wow them with exceptional experiences through the shopping and post purchase journey. We love to use data and metrics to drive our decisions, while keeping in mind that customers don’t speak in numbers, and that each one should be treated as a member of our family.
Oh, and by the way - we’ve been doing the “remote work thing” since the day we started. So you can expect a hard working team of people that understands how to create meaningful connections and get great work done virtually - it’s in our nature!
The Workforce Manager is responsible for analyzing and reviewing past trends, forecast, schedule and real time metrics in order to provide data driven recommendations to Customer Success teams in order to meet/exceed our SLAs, KPIs, CSATs targets. This is an outstanding opportunity for an experienced, analytical thinker who is excited to make a significant impact on the business.
**This is a Full- Time, Remote, Work from Home opportunity in the United States. Must be available to work Monday-Friday 7am-4pm PST, with the flexibility to work weekends and key holidays. Additionally, you must have a dedicated quiet work space to be considered for this role.**
Responsibilities
- Analyzes call, chat and email data to determine call volume trends, service activity, or resource availability to forecast required staffing levels and report to management
- Make staffing level recommendations to meet departmental productivity, customer sentiment and profitability goals
- Analyze staffing levels and schedule adherence of Customer Service Representatives (CSRs) to assure internal and/or client service levels and customer satisfaction goals are met
- Obtain data from Workforce Analyst Specialist(s) US and BPO that may include dashboard reporting, scorecards, and presentations of call center statistics such as call volume trends, variances from staffing schedules and performance to established service level metrics
- Drive continuous improvement initiatives to forecasting and staffing levels
- Maintain composure in critical situations and communicate clearly with both internal and external stakeholders
- Demonstrates high degree of ability to analyze data, using the data to drive decision making and implement effective resolutions
- Generate forecast requirements for holidays and increase in business volumes to be used for creating team schedules
- Maintain proper & professional communication with team members in operations to ensure everyone is aware of their schedule
- Work with HR to ensure labor and scheduling compliance
Requirements
- 5+ years workforce management experience to include but not limited to chat, email, inbound and outbound voice calls
- Experience managing a small team of direct reports
- Experience in an ecommerce or DTC industry preferred
- Strong time management skills
- Strong mathematical, analytical, and organizational skills
- Strong knowledge of contact center fundamentals
- You exhibit strong leadership, collaboration and communication skills
- Experience with workforce management software
- Knowledgeable of labor and scheduling laws
We are proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, ancestry, sex, religion, gender, gender identity or expression, sexual orientation, marital status, national origin, genetics, disability, age, veteran status or other characteristics.