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Team Lead – Workforce Management
| Company | Hootsuite |
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| Location | Vancouver, BC, Canada |
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| Salary | $71500 – $100100 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Senior |
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Requirements
- Significant relevant experience within a customer support operations center, workforce management, people management, and statistical expertise is required.
- Extensive experience in workforce management platforms, concepts, such as staffing scheduling, and attendance administration with proven experience in developing and designing forecasting, planning, and analytical models.
- Strong proficiency and understanding of Support Operations and WFM technology and tools such as: Zendesk, Salesforce, Jira, Workday, Zapier, Zoom, Slack, and Playvox.
- Advanced experience in using Google Sheets and Slides (or Excel and Powerpoint) with proficiency in reporting dashboard tools such as Tableau. SQL and Python experience would be considered an asset.
Responsibilities
- Support, mentor and coach the global team through regular one-on-ones while providing ongoing guidance and subject matter expertise as it relates to workforce management tools, technology, methodology and workflows.
- Lead comprehensive Cadence review conversations to discuss committed goals specific to individual contributions, capabilities and career development opportunities throughout the year.
- Review, design, and help implement new workforce management best practices, workflows and standard operating procedures to drive operational efficiency and improve customer experience (internal and external).
- Help monitor, manage, and administer Customer Support technology platforms and tools to ensure operational effectiveness – including user access governance, system configuration, problem resolution, and regular meeting attendance with key technology vendor partners.
- Gather, analyze, and process relevant Customer Support data to help administer regularly recurring operational reports used for a variety of business use cases – including performance statistics, corporate, regional and global reporting, staffing level forecasting (regionally and globally), capacity planning, costing models, incentive program payout and budgeting.
- Act as a back up to our Data Analyst to help prepare, publish and deliver regular business insights and key performance metric results, while identifying potential issues and trends at a global level.
- Participate in our quarterly OKR process, helping own or assist with projects/initiatives that require workforce management or data analytics support.
- Partner and collaborate with the Customer Support extended Leadership team, Management Team, and other Hootsuite internal stakeholders to help deliver against cross functional business or team initiatives.
- Perform other related duties as assigned.
Preferred Qualifications
- Experience in a complex global SaaS environment is preferred.
