Workforce Management, Optimization Manager

| Austin, TX
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We are:
Wix's Customer Care group. We provide amazing support that establishes trust for our community of customers.
We're looking for an Workforce Management, Optimization Manager to join our team and help deliver exceptional customer experiences and achieve overall business objectives by maintaining/improving Wix's agent-facing solutions, and the productivity/performance reporting workstream.
You are:
An experienced (5+ years) operations specialist with at least 3 years of which in workforce management. You also have 5+ years of experience in people management and you're experienced with cross-functional stakeholder management.
You have exceptional written and verbal communication skills, you're a master of call center metric interpretation, analysis, and reporting and you have experience with WFM software (Verint, NICE IEX, Aspect, etc.). You're also proficient with Google Sheets and Excel.
You have an iterative approach to operational excellence and an advanced proficiency in exceptional organizational and program management skills, along with an ability to prioritize workload, meet deadlines, and perform multiple tasks in a challenging, complex, and fast-paced environment.
Bonus points if you have:
  • Tableau knowledge
  • Work experience in a fast-growth environment

As a Workforce Management Optimization Manager you'll:
  • Own the program management for the WFM scheduling and real time tools, implementations and upgrades as well as all training needs within the department
  • Lead and develop a high performing WFM team including schedulers and real-time analysts
  • Work with site leaders to allocate and schedule resources
  • Develop and implement communication cadences to keep stakeholders informed of performance against service level, budget, and other KPIs
  • Identify areas of opportunity and implement innovative solutions to improve efficiency and customer experience
  • Recommend and implement hiring plans that reflect workload requirements
  • Consult with Operations, Recruiting, Finance, and Training for resource planning and space allocation
  • Develop and administer creative scheduling solutions to increase call center staffing productivity
  • Partner with regional WFM strategy and forecasting team to plan for upcoming impacts to volume
  • Develop contingency plans, direct activities during problem resolution efforts and participate in post-resolution analysis
  • Oversee proactive scheduling of discretionary activities such as training, meetings, and overtime

While the U.S. Wix team is WFH during Covid-19, at this time we are seeking Austin-based candidates who are able and willing to work onsite once we return to the office.
At this time, Wix is only able to consider candidates who are authorized to work in the U.S. without any sponsorship requirements.
We're proud to be an equal opportunity employer. Wix was built around the idea that everyone has the right to be successful, online. This same vision defines us as an employer: creating a work environment where everyone is welcomed, and anyone has the right to succeed.
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Technology we use

  • Sales & Marketing
    • SalesforceCRM

An Insider's view of Wix

What’s the vibe like in the office?

We have an inclusive and relaxed vibe where people want to get to know you, clubs form out of similar interests, and you bond with other departments at company events. Two clubs I enjoyed attending were ‘Wixercise’ where we get a group to go to fitness classes after work and ‘Wine Not’ where we indulge in wine and cheese and play games!

Lauren

Account Executive

What does career growth look like on your team?

What's cool about Wix is there are many ways to grow. It's such a wide and interconnected company, so you can learn and take interest in many things. I'm an example of how you can be given a little extra responsibility and it turns into its own team, currently over 15 people.

Michael

Team Leader, Sales

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

We are working in an environment where we're not just executing a playbook, we're writing the playbook. Wix is growing quickly and as managers we often face new challenges and areas that are not familiar to anyone within the organization. This is exactly why we’re always looking at the team’s feedback and ideas to help us find the right path.

Ido

Head of Wix Partners

What are Wix Perks + Benefits

Wix Benefits Overview

Our offices are located in the Meatpacking District. We’re a varied team of creatives and business-minded folks who love to take on challenges together. We offer a competitive salary, equity, 401K with company contribution, full medical and dental coverage from day one (no employee contribution for FT employees), ESPP, lunch, snacks, fitness/wellness activities and the opportunity to join our stunning global team.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Highly diverse management team
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Child Care & Parental Leave Benefits
Generous Parental Leave
Company sponsored family events
Vacation & Time Off Benefits
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
We have a casual dress code!
Commuter Benefits
This is currently not valid due to COVID-19 and remote work.
Company Outings
Wix hosts company outings and events.
Free Daily Meals
Stocked Kitchen
We have fully stocked kitchens.
Some Meals Provided
Happy Hours
Pet Friendly
Wix's pet policy is dog friendly daily.
Recreational Clubs
Wix has recreational club choices all year round.
Professional Development Benefits
Lunch and learns
Wix hosts lunch and learn meetings on occasion.
Cross functional training encouraged
Promote from within
Customized development tracks
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