Strategic Customer Success Manager, Partners
Spring Health
Spring
Workforce Manager
Whatnot
full-time
Posted on:
Origin: • 🇺🇸 United States • Arizona, California, New York
Visit company websiteSalary
💰 $140,000 - $185,000 per year
Job Level
SeniorLead
Tech Stack
Spring
About the role
- Forecast staffing needs, taking into account contact volume and headcount requirements
- Assist with scheduling and process time-off requests for the CX organization
- Generate reports to show changes to productivity or performance
- Work with BPOs and oversee their schedules
- Lead capacity planning and cascade schedules out to front-line CX Agents
- Lead cross-functional partnerships with Product and Engineering to determine what capacity is needed before new product launches
- Work with Product and Engineering to determine capacity requirements before new product launches
- Team members in this role are required to be within commuting distance of our Phoenix, Los Angeles, San Francisco, or New York hubs.
Requirements
- At least 7+ years of experience in Workforce Management within a Customer Experience organization
- Experience in a fast-paced environment, preferably a startup
- Proven experience working within Zendesk and Sigma
- Exceptional written and verbal communication skills
- Sound business judgment, including using data to drive strategy and business action
- Ability to move remarkably fast with little structure and guidance
- Team members in this role are required to be within commuting distance of our Phoenix, Los Angeles, San Francisco, or New York hubs.
- Will you now or in the future require visa sponsorship to work in the United States? (application question)
