Workforce Manager

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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.

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Candidate Location Eligibility:
Atlanta, GA
Austin, TX
Buffalo, NY
Charleston, SC
Charlotte, NC
Chicago, IL
Cincinnati, OH
Cleveland, OH
Colorado, CO
Columbus, OH
Dallas-Fort Worth, TX
Hartford, CT
Houston, TX
Indianapolis, IN
Jacksonville, FL
Lexington, KY
Los Angeles, CA
Louisville, KY
Memphis, TN
Miami, FL
Nashville, TN
New York City, NY
Orlando, FL
Pensacola, FL
Philadelphia, PA
Phoenix – Mesa – Scottsdale, AZ
Rochester, NY
San Antonio, TX
San Diego, CA
Seattle, WA
Tallahassee, FL
Tampa Bay, FL
Tucson, AZ

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • ScalaLanguages
    • SqlLanguages
    • ReactLibraries
    • Node.jsFrameworks
    • MongoDBDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • LookerAnalytics
    • TableauAnalytics
    • FigmaDesign
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • After EffectsDesign
    • AsanaManagement
    • Google DriveManagement
    • Google DocsManagement
    • Google SlidesManagement
    • TrelloManagement
    • WordpressCMS
    • ReactJSCMS
    • Five9CRM
    • KlaviyoEmail
    • ConvertFlowLead Gen

An Insider's view of Resident

How has your career grown since starting at the company?

My career at Resident has elevated beyond my expectations. Since day one (when we were just 6 in NYC) my role at the company has evolved into what I call a full-stack marketer. If you thrive in a collaborative and red-tape free environment, where breaking the standards is applauded, then you’d love working here!

Junior

Head of Programmatic & YouTube

How do your team's ideas influence the company's direction?

Everyone at our company has a valid voice and opinion; Since we are all about testing ideas we've worked hard to create channels for feedback from team members. Ideas have directly affected product design both physical and digital as well as the marketing and creative strategy.

Scott

Chief of Staff

What are Resident Perks + Benefits

Resident Benefits Overview

Resident provides a comprehensive health and wellness benefits package, 401k match, "equity for all" incentive program, as well as a WFH office stipend, a cell phone stipend, and the best perk of all – a free mattress (any one we make!) so our employees can relax after a hard day’s work!

Culture
Volunteer in local community
Resident is proud to partner with VolunteerMatch.org to help give back to the customers and communities we love.
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
4-day work week
Day off for your birthday
Quarterly engagement surveys
Hybrid work model
In-person all-hands meetings
President's club
Employee awards
Flexible work schedule
Resident provides employees with a flexible work schedule that includes flexible start and end times.
Remote work program
Diversity
Documented equal pay policy
Highly diverse management team
Inclusion is one of our values and it starts at the top. We are proud to have assembled a talented and diverse team of strategic leaders across the globe.
Mandated unconscious bias training
This is a required part of our onboarding. We've also partnered with outside DEI workshops to help us create deeper cultures of inclusivity, connectedness to make a positive impact in the world.
Diversity manifesto
Mean gender pay gap below 10%
Hiring practices that promote diversity
We are proud to recruit from a wide variety of hiring sources, specifically engaging in groups that have been traditionally underrepresented in recruitment globally.
Diversity recruitment program
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Resident employees can contribute up to $2,700 annually to their FSA.
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Discount on pet insurance via Petplan.
Wellness programs
Team workouts
We have led company-wide Zoom fitness sessions including yoga and meditation.
Mental health benefits
Mental health is very important to us. We have new Wellness initiatives and partnership for physical, social and mental health. We also have Resident "Disconnect Days" to make folks take a break!
Transgender health care benefits
Wellness days
Financial & Retirement
401(K)
401(K) matching
Resident provides employees with a 401(k) matching plan managed by Mass Mutual. We match 100% of contributions up to 3% and 50% of contributions up to 5% of an employee's annual gross pay.
Company equity
Performance bonus
Charitable contribution matching
Pension
Pay transparency
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Restricted work hours
Varies by team
Return-to-work program post parental leave
Company sponsored family events
Fertility benefits
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Flexible time off
Floating holidays
Bereavement leave benefits
Hardship benefits
Office Perks
Commuter benefits
Company-sponsored outings
Free daily meals
Free snacks and drinks
Sweet, salty, crunchy, and creamy. We've got them all! Plus, all kinds of coffee :)
Some meals provided
Resident employees get lunch on Tuesday and Thursday.
Company-sponsored happy hours
Onsite office parking
Pet friendly
Resident's pet policy is occasional bring your dog to work on Friday.
Recreational clubs
We have re-imagined what the new office looks like in 2020. Our Slack channels have groups such as basketball and bookclubs. We also started "Resident's Got Talent" to showcase our folks!
Relocation assistance
Fitness stipend
We have group yoga, meditation and fitness bootcamps you can do virtually in 2020 with some wellness partnerships on the company!
Home-office stipend for remote employees
We want to make sure you're set up for success at home so we give an office stipend to fit nicely with your Zoom backgrounds!
Meditation space
Mother's room
Onsite gym
Professional Development Benefits
Job training & conferences
Resident offers employees professional development opportunities like the ability to attend job related conferences and seminars.
Tuition reimbursement
Varies by team
Lunch and learns
Resident hosts lunch and learn meetings once per quarter.
Promote from within
Mentorship program
Continuing education stipend
Varies by team
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Paid industry certifications
Varies by team
Personal development training
Virtual coaching services

Additional Perks + Benefits

At Resident, we pride ourselves in our creative, innovative, and collaborative company culture. We are a remote-first company in the US, and we’ve been doing this WFH thing since we were founded in 2016 (now in 32 states and counting!).

Our values guide everything we do – Excellence, Big Thinking, Inclusivity, Customer Love, and Forward Momentum. We are a growing company, so there’s a lot of work to do, but we don't underestimate the importance of work/life balance. In fact, we encourage our employees to take the time they need with our “take what you need” vacation policy.

Resident provides a comprehensive health and wellness benefits package, 401k match, "equity for all" incentive program, as well as a WFH office stipend, a cell phone stipend, and the best perk of all – a free mattress (any one we make!) so our employees can relax after a hard day’s work!

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