Manager, Care Workforce Forecasting and Scheduling
We're transforming the grocery industry
At Instacart, we invite the world to share love through food because we believe everyone should have access to the food they love and more time to enjoy it together. Where others see a simple need for grocery delivery, we see exciting complexity and endless opportunity to serve the varied needs of our community. We work to deliver an essential service that customers rely on to get their groceries and household goods, while also offering safe and flexible earnings opportunities to Instacart Personal Shoppers.
Instacart has become a lifeline for millions of people, and we’re building the team to help push our shopping cart forward. If you’re ready to do the best work of your life, come join our table.
Introducing Our Hybrid Working Model
As the future of work evolves, so do we. We have a hybrid model where our roles are open to in-office, flex, or remote work. Learn more about our flexible approach to where we work.
OVERVIEW
The Care team is focused on supporting our broad ecosystem of customers, shoppers, retailers, and internal stakeholders through direct support and scalable solutions. We are a service-centric and analytics-driven team that thinks upstream to implement solutions that delight our community, improve performance, and scale through better automation, process and product experience.
As the Workforce Scheduling and Forecasting Manager, you will be responsible for defining, building and managing our global workforce forecasting and scheduling team across our internal and outsourced contact center network. You will also drive the interval, daily, weekly, and monthly analysis to drive continuous improvement in workforce performance of schedules and forecasts. Your work will directly impact the support experience of our customers, shoppers, and retail partners, in addition to impact our operating costs and profitability. This is an exciting opportunity to join our rapidly growing team.
ABOUT THE JOB
- Own the forecasting and scheduling our global support network
- Conduct heavy analysis and data-driven root cause analysis when we miss goals
- Establish a statistical baseline forecast model for each line of business
- Work with capacity planning to build contact center staffing and network optimization strategies for a multi-site, global network of internal and outsourced customer service representatives
- Partner with finance and business teams to understand contact volume drivers, and incorporate inputs into forecasting and planning
- Effectively forecast and account for growth due to seasonal variations, weather, special events and promotions
- Oversee and maintain the forecasting and scheduling in our Workforce Management (WFM) platform
- Define and implement Workforce Management policies and procedures
- Drive quality management and continuous improvement in the areas of forecasting, planning and scheduling work
- Establishes team goals, measures team performance and ensures that performance management responsibilities are executed, including communication, performance monitoring, documentation and coaching
- Drive strong forecasting accuracy down to the 15min interval, within 5% variance
- Make sure schedules across the network are optimized to match 15min arrival patterns, 100% of the time
ABOUT YOU
- Minimum 5 years leading a large scale, contact center operations function and in-depth expertise in contact center forecasting, scheduling and capacity planning
- 3-5 years experience working with CRMs & telephony platforms
- Ability to write semi-complex queries in your dialect of SQL to extract data
- Proficient in advanced Excel, and/or other data visualization tools to deep dive into data, identify and quantify opportunities, and design sustainable improvements and solutions
- Conduct quantitative research and analysis requiring complex data retrieval that results in compelling recommendations
- Strong analytical skills and ability to conduct deep root cause analysis on service level issues and performance gaps.
- Demonstrate extreme ownership over your work, and deep passion in driving workforce management excellence across our operations.
- Extensive experience with Verint
- Strategic planning, business planning and budget development experience
- Strong analytical, operational and technical competencies, with extensive experience at presenting data and complex analyses
- Experience presenting reports, forecasts, trends and recommendations to senior management levels
- Strong communication, reading comprehension, and writing skills
- Experience holding BPO’s across the network accountable for performance and following processes
- Willing to Get your hands dirty
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Accommodations & Accessibility
At Instacart, we strive to create an accessible and inclusive experience for all candidates. If you need assistance submitting an application through our career site due to a disability, please submit an Accommodations Request Form and someone from our team will reach out soon to see how we may be able to assist.