Senior Manager, Support Operations - WFM, Quality, Training

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At Favor, we are looking for a seasoned Senior Manager of Support Operations with deep contact center experience to join our growing Support Team in either Austin, TX, or remotely. You’ve ideally been a leader in a contact center with a 100-500 seat range and you have successfully scaled and led WFM, Training and Quality teams. You are a team player - people love working with you, you’re proactive, you seek to understand, you get results, and you operate with a high degree of urgency.

Responsibilities:

  • Provide leadership to our Support Operations group which supports 170+ team members who are supporting three lines of business, in a variety of contact channels, and operating 7 days per week.
  • Partner closely with the Director of Support to develop and execute strategies to evolve and scale the Support Operations groups (WFM, Training & Enablement, Quality Assurance, and Systems) while being focused intently on achieving excellence in the customer experience.
  • Lead our WFM team and drive strategy and results around: accuracy of forecasting and capacity planning, answer rates and SLAs, future hiring needs (including tracking attrition and proactively planning for this), shift-bid cadence and process, and overall costs.
  • Lead our Training team to ensure we deliver best-in-class training experiences, including onboarding, ongoing development, and upskilling across teams based on identified needs.
  • Lead the QA team to ensure our systems and processes accurately measure customer experience and sentiment to inform strategy to reach our goals of 95% CSAT.
  • Develop and produce daily/weekly/monthly reports on contact center performance, training success, and quality assurance results and trends.
  • Provide clear strategies on how we drive continual improvement and elevate the customer experience every day.
  • Partner closely with our Support and Product teams to identify opportunities to improve both the Support agent experience (tooling and process) and the customer experience (contact deflection, reduction, and overall ease of contacting support).
  • Coach, inspire, and motivate your team to achieve our goals and develop in their careers.
  • Collaborate with key business partners and stakeholders to drive the right outcomes for our operations.

Skills & Qualifications:

  • A related degree or comparable formal training, certification, or work experience
  • 10+ years leading teams (and managing managers) in high-volume contact center environments (start-up experience, or rapidly growing business preferred)
  • 4+ years directly managing WFM, Training and Quality teamsExperience in an inbound contact center ideally in the 100-500 seat range (preference multi-channel environments)
  • Proven experience leading a workforce management team and developing the right strategy towards hiring and ensuring service excellence
  • Expert-level analytical, problem solving and decision making skills, using data/analytics to get to root cause/improvement opportunities
  • Experience partnering directly with senior leadership to develop customer experience strategies
  • Proven experience analyzing, interpreting, and summarizing complex data as it relates to call center technology with the ability to communicate clearly and concisely
  • Experience with strategic planning and process improvement

Ideal Candidate:

  • You’re a people leader - you believe that we perform our best when we engage and inspire our teams; you’re a strong EQ and cultural leader
  • You're a problem solver - you’re hyper-focused on the root cause of why, and you develop a plan of attack to correct it quickly
  • You stay oriented to the goal you're trying to achieve and act with urgency to achieve it
  • You are steady and consistent - you are as comfortable being strategic as you are digging into the minute details to uncover problems that need to be solved
  • You thrive in a fast-paced, ever-changing environment - you can handle curve balls and pivot accordingly
  • You don’t get overwhelmed - you persevere in the face of challenges with a positive, can-do attitude
  • You’re an expert in analytics, but you also know where to get answers and when to ask for help

Life at Favor:

  • Benefits -- We offer premium health, vision, dental, life, and 401(k) options. We also offer Favor delivery credit and H-E-B discounts! 
  • Time-Off -- We offer unlimited PTO for salary employees and ample vacation time to all team members. We empower you to live your best life and do your best work!
  • Learning & Development -- We encourage personal growth and education through regular Learning Labs taught by internal team members and external facilitators.
  • Community -- Whether you’re an avid cyclist, dog lover, or Magic enthusiast, there’s a group for you here. We foster community through Employee Resource Groups (ERGs), quarterly company-wide events, happy hours, and regular connection opportunities.

At Favor, we believe that to Run Texas, we need to represent Texas. By putting Community First, we honor the diversity of our backgrounds and experiences through sharing our unique voices. Our community grows when we challenge ourselves to learn and see the world from another’s view. We are committed to growing a team with different backgrounds, experiences, abilities, and perspectives and are an equal opportunity employer.

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An Insider's view of Favor

How would you describe the company’s work-life balance?

Favor truly talks the talk and walks the walk when it comes to prioritizing team members’ personal lives, mental health, and work-life balance. Especially with all of the challenges that last year brought, Favor created even more opportunities for team members to relax, recharge, and focus on mental health and overall wellness.

Amanda Going

Account Executive, Sales

What does your typical day look like?

I can't remember a time during my two years at Favor so far that someone has ever asked me to do anything without getting my input and thoughts on it. I have had so many opportunities to help grow and shape our digital products and business at Favor, and I think that's very unique.

Neha Thakore

Software Engineer II

How has your career grown since starting at the company?

Even after all these years, it’s amazing to know that career growth is really not just a bullet point at Favor, but an actual focus where steps for professional and personal development are provided from day one. I’ve only seen Favor’s dedication to career growth grow since the day I joined the team.

Arielle LaGuette

Director, Sales

How do you empower your team to be more creative?

Open communication and continuous collaboration amongst team members are critical components to unlocking creativity and driving success. At Favor we value everyone’s input and perspective and know that our diversity and desire to constantly test, learn and improve helps us deliver our most impactful and creative work.

Matt Schmertz

Sr. Director, Integrated Marketing

What are Favor Perks + Benefits

Favor Benefits Overview

Favor Benefit Offerings:
-Medical PPO
-Medical HDHP
-Health Savings Account ($600 annual contributions directly from Favor!)
-Medical Flexible Spending Account
-Dental
-Vision
-Short Term & Long Term Disability
-Basic Life Insurance & AD&D
-Voluntary Term Life
-Cancer Supplemental
-Partner Guidance
-Dependent Daycare Savings
-Roth, Pre-Tax & After Tax 401(k) (1.6 match from Favor up to 2.5% of salary)
-Commuter Expense Reimbursement ($150 per month)
-Unlimited PTO
-Partner Stock Plan
-H-E-B VPP & Perkspot Discounts

Partner Stock Plan:
H-E-B has recently included Favor in this program! In short, this is essentially an internal equity program where the company grants dividends based on company performance. Generally about 3% of an employees salary per year. Employees become eligible for the Partner Stock Plan after one year of employment.

H-E-B VPP & PerkSpot:
Favor team members are eligible day one of employment to receive H-E-B Valued Partner Perks discounts! You can use your card at any H-E-B, H-E-B Plus!, Central Market, Mi Tienda, or Joe V's store to receive 10% off own brand items. Also, Favor team members now have access to Perkspot, a team member discount program! You can find discounts on a wide variety of categories on a national and local level. You can find discounts on all types of things. Honestly, it would be easier to list the discounts that aren't offered!

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Our diversity in hiring efforts focus on hiring candidates using a process that is free from biases for or against any individual or group of candidates.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Onsite Gym
Mental Health Benefits
Partner Guidance is a FREE benefit ALL Favor team members (medical-enrolled or not) and family members living in their household can use for help with any of life's concerns.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Favor allows all team members the choice to work remotely.
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Free Daily Meals
Game Room
Stocked Kitchen
Some Meals Provided
Favor provides food trucks to all team members on Tuesdays at our office at ETH.
Happy Hours
Parking
Professional Development Benefits
Diversity Program
Lunch and learns
Learning Labs are a diverse set of skill building classes and workshops centered around personal and professional development.
Cross functional training encouraged
Promote from within
Mentorship program
To put it simply, the Favor Intern(al)ship program allows team members to develop new skill sets and interact with other teams.
Online course subscriptions available

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