Manager, Workforce Strategy
DoorDash
full-time
Posted on:
Location Type: Remote
Location: Mexico
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About the role
- Own end-to-end performance of WFM support operations for the Consumer, Drive & NBV audience.
- Manage and align in-house and BPO planners, schedulers, and RTA teams
- Drive performance against KPIs (e.g., SLA, occupancy, O/U, SQI, SA)
- Lead OKR setting and progress tracking for your vertical
- Influence strategic trade-offs and improvement initiatives across WFM and CXI
- Lead, coach, teach and grow a team of planners and schedulers that will be the basis of your success by performing everyday workforce management tasks.
- Communicate results, blockers, and root causes clearly to leadership while maintaining partner alignment and strategic influence
Requirements
- 5+ years in contact center workforce management capacity planning and scheduling positions
- 2+ years of contact center workforce management leadership experience
- Demonstrated skills in all phases of workforce management, including forecasting, capacity/staff planning, scheduling and Real Time/Intra-day functions
- Experience with top tier WFM systems I.e. Nice IEX, Aspect/Alvaria, Assembled, Calabrio/TeleOpti, Verint or similar
- Thrive in fast-paced, ambiguous environments and love solving complex problems
- Demonstrate deep business understanding and proactive decision-making
- Proven track record of driving performance improvements across cross-functional teams
- Strong analytical skills and comfort with data tools (e.g., SQL, Excel, Tableau)
- Strategic leader who can inspire, align, and hold teams accountable
Benefits
- Comprehensive benefits and perks
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
workforce managementcapacity planningschedulingforecastingReal Time functionsIntra-day functionsperformance improvementanalytical skillsdata analysisKPI management
Soft skills
leadershipcoachingcommunicationstrategic influenceproblem-solvingdecision-makingteam alignmentaccountabilityadaptabilitycollaboration