Sr. Manager – Operations Workforce Strategy – CX
| Company | SimpliSafe |
|---|---|
| Location | Richmond, VA, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s, Master’s |
| Experience Level | Senior, Expert or higher |
Requirements
- Bachelor’s degree in Business Administration, Operations Management, Industrial Engineering, or a related field. Master’s degree preferred.
- Minimum of 7-10 years of progressive experience in workforce or operations management, with a significant portion in a leadership or management role.
- Proven track record of leveraging data and technology to implement successful workforce processes and strategies – resulting in measurable improvements.
- Strong analytical and problem-solving skills with the ability to interpret complex data and translate it into actionable insights.
- Excellent leadership, communication (both written and verbal), and interpersonal skills with the ability to influence and collaborate effectively across all levels of the organization.
- Proven ability to build and develop high-performing teams.
- Demonstrated ability to lead complex projects involving cross-team coordination, system/process redesign, and technology implementation.
- Knowledge of contact center operations or relevant operational environments.
- Proficiency in workforce management software platforms (e.g., NICE, Genesys) is a plus.
Responsibilities
- Lead a team of analysts and planners focused on building scalable workforce processes, delivering actionable insights, and supporting real-time operational decisions.
- Develop and implement long-term and short-term workforce strategies aligned with business objectives, considering factors such as omnichannel flexibility, growth, seasonality, and service level targets.
- Design and deploy self-service tools and scalable frameworks that empower Operations teams to flex staffing across channels, track agent availability, and improve time management.
- Own the design and continuous improvement of workforce-related processes — from PTO and occurrence tracking to agent adherence and intra-day staffing flexibility.
- Provide regular insight to senior leadership on short-term workforce management performance, highlighting trends, risks and recommendations.
- Establish and monitor key performance indicators (KPIs) related to workforce management, including adherence, occupancy, service levels, and productivity. Implement real-time adjustments and strategies to maximize efficiency and meet performance targets.
- Lead and manage change initiatives related to workforce management processes, technologies, and organizational structures.
Preferred Qualifications
- Master’s degree preferred.
- Proficiency in workforce management software platforms (e.g., NICE, Genesys) is a plus.