Posted on 
Jun 19, 2024

Manager, Customer Support Workforce Planning

New York
Manager
Customer Success, Operations
Justworks
Justworks
Justworks
Private
1001-5000
HR & Recruiting

Justworks is a technology company that levels the playing field for all small

businesses. Through our software and as a partner, we help our customers take care of their teams, streamline their operations, and navigate the complex aspects of managing a workforce with confidence.

Job Description

Who You Are

===============

In this role, you will be a key influencer who loves discovering how to use data to help us improve, grow and manage our most valuable asset--our people. You are someone who is inspired to solve problems and prove (or disprove) hypotheses using data. You get super excited about and are interested in operations, and are motivated to create opportunities to drive process improvements.You are a dedicated customer service professional at heart, a believer in service excellence at all levels, and a lover of systems and technology to drive your decisions.

Your Success Profile

========================

In Customer Support, you will help the team understand and coordinate the ideal staffing levels to meet our SLAs and to deliver optimal customer satisfaction. Reporting to the Director of Customer Support, you will be working across the team to optimize for the ideal configurations that drive employee and customer happiness.

What You Will Work On

-------------------------

  • Lead a team of Workforce Analysts
  • Own customer contact SLAs and report on our effectiveness
  • Develop and distribute reports to managers that reflect team and individual productivity
  • Develop and implement long-term forecasting by creating detailed plans, asking probing questions, and analyzing trends and seasonality
  • Conduct comprehensive capacity planning to determine the required number of FTEs to handle forecasted demand across multiple service channels (phone, chat, written), while considering factors like concurrency and occupancy
  • Optimize schedules to ensure staff are deployed at the right times and in the right places to meet service demands efficiently across all supported channels
  • Manage real-time operations with urgency and prioritization, implementing strategies to mitigate volume spikes, ensuring adherence, and managing offline activities effectively
  • Effectively blend quantitative and qualitative data, both at a micro and macro level, to develop workforce strategies that maximize the performance of the business and the team
  • Collect feedback from all customer-facing teams and managers in Customer Support on how to better balance staffing and account allocations, to achieve top performance
  • Provide regular updates to Customer Support and Justworks leadership on incidents that affect customer contact volume, and any resulting trends
  • The role may require occasional evening or weekend work to address urgent staffing issues
  • Other duties as needed based on department and/or organizational needs

How You Will Do Your Work

-----------------------------

As a Manager, Customer Support Workforce Planning, how results are achieved is paramount for your success and ultimately result in our success as an organization. In this role, your foundational knowledge, skills, abilities and personal attributes are anchored in the following:

  • Consultative - takes an approach that focuses on building relationships with others, understanding their problems, and developing solutions to their challenges through open-ended questions and active listening.
  • Taking responsibility - being accountable, being committed, and accepting ownership for one's decisions, actions, and behavior.
  • Adaptability - the ability to adjust your approach or actions in response to changes in your external environment.
  • Detail Oriented - exercises extreme attention to detail; is thorough, accurate, organized, and productive and seeks to understand both the cause and effect of a situation.
  • Analytical - uses a logical reasoning process to break down and work through a situation or problem to arrive at an outcome.

In addition, all Justworkers focus on aligning their behaviors to our core values known as COGIS. It stands for:

  • Camaraderie - Day to day you can be seen working together toward a higher purpose. You like to have fun. You’re an active listener, treat people respectfully, and have a strong desire to know and help others.
  • Openness - Your default is to be open. You're willing to share information, understand other perspectives, and consider new possibilities. You’re curious, ask open questions, and are receptive to thoughts and feedback from others.
  • Grit - You demonstrate grit by having the courage to commit and persevere. You’re committed, earnest, and dive in to get the job done well with a positive attitude.
  • Integrity - Simply put, do what you say and say what you'll do. You’re honest and forthright, have a strong moral compass, and strive to match your words with your actions while leading by example.
  • Simplicity - Be like Einstein: “Everything should be made as simple as possible, but no simpler.”

Qualifications

------------------

  • Minimum of 5 years of workforce management experience in a contact center or customer service environment
  • Minimum 2 years of people management experience
  • Direct customer service experience and a passion for delivering service excellence
  • Proficiency in building and administering workforce management software and tools (eg NICE, PlayVox, etc)
  • Proven experience with building and maintaining customer service workforce management (WFM) models, data and systems
  • Experience in Zendesk or an equivalent CRM or customer contact system
  • Ability to exercise independent judgment and problem-solving skills
  • Strong analytical skills and interest in data acquisition and analysis
  • Collaborative with excellent communication and interpersonal skills, and excited to work with different teams on varied challenges
  • Highly independent and able to truly lead a functional area of Customer Support
  • Experience with SQL queries and data visualization preferred; Tableau experience a plus
  • Aligned with Justworks’ mission and our core values: Camaraderie, Openness, Grit, Integrity and Simplicity

The base wage range for this position based in our New York City Office is targeted at $122,000 to $134,200 per year.

#LI-Hybrid #LI-CD1

Who You Are

In this role, you will be a key influencer who loves discovering how to use data to help us improve, grow and manage our most valuable asset--our people. You are someone who is inspired to solve problems and prove (or disprove) hypotheses using data. You get super excited about and are interested in operations, and are motivated to create opportunities to drive process improvements.You are a dedicated customer service professional at heart, a believer in service excellence at all levels, and a lover of systems and technology to drive your decisions.

Your Success Profile

In Customer Support, you will help the team understand and coordinate the ideal staffing levels to meet our SLAs and to deliver optimal customer satisfaction. Reporting to the Director of Customer Support, you will be working across the team to optimize for the ideal configurations that drive employee and customer happiness.

What You Will Work On

  • Lead a team of Workforce Analysts
  • Own customer contact SLAs and report on our effectiveness
  • Develop and distribute reports to managers that reflect team and individual productivity
  • Develop and implement long-term forecasting by creating detailed plans, asking probing questions, and analyzing trends and seasonality
  • Conduct comprehensive capacity planning to determine the required number of FTEs to handle forecasted demand across multiple service channels (phone, chat, written), while considering factors like concurrency and occupancy
  • Optimize schedules to ensure staff are deployed at the right times and in the right places to meet service demands efficiently across all supported channels
  • Manage real-time operations with urgency and prioritization, implementing strategies to mitigate volume spikes, ensuring adherence, and managing offline activities effectively
  • Effectively blend quantitative and qualitative data, both at a micro and macro level, to develop workforce strategies that maximize the performance of the business and the team
  • Collect feedback from all customer-facing teams and managers in Customer Support on how to better balance staffing and account allocations, to achieve top performance
  • Provide regular updates to Customer Support and Justworks leadership on incidents that affect customer contact volume, and any resulting trends
  • The role may require occasional evening or weekend work to address urgent staffing issues
  • Other duties as needed based on department and/or organizational needs

How You Will Do Your Work

As a Manager, Customer Support Workforce Planning, how results are achieved is paramount for your success and ultimately result in our success as an organization. In this role, your foundational knowledge, skills, abilities and personal attributes are anchored in the following:

  • Consultative - takes an approach that focuses on building relationships with others, understanding their problems, and developing solutions to their challenges through open-ended questions and active listening.
  • Taking responsibility - being accountable, being committed, and accepting ownership for one's decisions, actions, and behavior.
  • Adaptability - the ability to adjust your approach or actions in response to changes in your external environment.
  • Detail Oriented - exercises extreme attention to detail; is thorough, accurate, organized, and productive and seeks to understand both the cause and effect of a situation.
  • Analytical - uses a logical reasoning process to break down and work through a situation or problem to arrive at an outcome.

In addition, all Justworkers focus on aligning their behaviors to our core values known as COGIS. It stands for:

  • Camaraderie - Day to day you can be seen working together toward a higher purpose. You like to have fun. You’re an active listener, treat people respectfully, and have a strong desire to know and help others.
  • Openness - Your default is to be open. You're willing to share information, understand other perspectives, and consider new possibilities. You’re curious, ask open questions, and are receptive to thoughts and feedback from others.
  • Grit - You demonstrate grit by having the courage to commit and persevere. You’re committed, earnest, and dive in to get the job done well with a positive attitude.
  • Integrity - Simply put, do what you say and say what you'll do. You’re honest and forthright, have a strong moral compass, and strive to match your words with your actions while leading by example. 
  • Simplicity - Be like Einstein: “Everything should be made as simple as possible, but no simpler.”

Qualifications

  • Minimum of 5 years of workforce management experience in a contact center or customer service environment
  • Minimum 2 years of people management experience
  • Direct customer service experience and a passion for delivering service excellence
  • Proficiency in building and administering workforce management software and tools (eg NICE, PlayVox, etc)
  • Proven experience with building and maintaining customer service workforce management (WFM) models, data and systems
  • Experience in Zendesk or an equivalent CRM or customer contact system 
  • Ability to exercise independent judgment and problem-solving skills
  • Strong analytical skills and interest in data acquisition and analysis
  • Collaborative with excellent communication and interpersonal skills, and excited to work with different teams on varied challenges
  • Highly independent and able to truly lead a functional area of Customer Support
  • Experience with SQL queries and data visualization preferred; Tableau experience a plus
  • Aligned with Justworks’ mission and our core values: Camaraderie, Openness, Grit, Integrity and Simplicity

The base wage range for this position based in our New York City Office is targeted at $122,000 to $134,200 per year.

#LI-Hybrid #LI-CD1

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New York
New York
JavaScript
JavaScript
Ruby
Ruby
Ruby On Rails
Ruby On Rails
MySQL
MySQL
Customer Success
Customer Success
Operations
Operations
Hybrid
Hybrid