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Workforce Management Director

1 month ago

Old Toronto, Ontario, Canada Jobber Full time
About This Opportunity

We're seeking a seasoned professional to lead our Customer Success organization's workforce management and planning efforts. As the Director of Workforce Management and Customer Success Planning, you will be responsible for forecasting labour requirements, managing staff schedules, and optimizing team performance.

Key Responsibilities:

  • Develop and execute a workforce planning roadmap to optimize and scale our workforce.
  • Lead capacity and workforce planning, forecasting, real-time management scheduling, and analysis of metric data.
  • Engage in continuous review and assessment of optimal staffing levels required to meet demand forecasted, response time targets, and service levels.
  • Create and implement schedules that align workforce resources to volume, minimizing over/understaffing while accounting for seasonality and fluctuations.
  • Conduct daily, intra-daily, weekly, monthly, and annual comparisons between actual results and forecasts to ensure precise staffing alignment and real-time agile adjustments.
  • Analyze data and trends to provide strategic recommendations, predict future needs, and improve performance against service levels.
  • Develop and implement processes to increase forecasting and staffing accuracy.
  • Proactively monitor key performance indicators such as response time and customer satisfaction to improve team performance.
  • Manage Business Process Outsourcing (BPO) vendor relationships and ensure strategic alignment of resources to business objectives.
  • Monitor real-time schedule adherence and agent utilization, partnering with direct managers to ensure desired behaviours.
  • Collaborate with internal stakeholders to identify and recommend operational support improvements, tools, and technology to reduce and eliminate performance gaps.
  • Create comprehensive reports and present actionable insights to senior leaders, highlighting areas for optimization.
  • Identify and manage the communication of real-time volume drivers and system outages that impact performance and escalate interruptions to appropriate business leaders.

Requirements:

  • 10+ years of experience leading and developing staffing demand and capacity models with expertise in Customer Success for a SaaS or subscription-based business.
  • Bachelor's degree in a related field or equivalent work experience.
  • Domain expertise in Customer Success with experience working on Support tools like Zendesk, RingCentral, Intercom, SFDC.
  • Experience managing outsourced partners and BPO vendors ensuring delivery against performance targets and strategic alignment with business objectives.
  • Strong analytical skills and quantitative data analysis of business information with the ability to draw insights and communicate them to stakeholders.
  • Demonstrate strong skills and proficiency in project management, change management, and strategic planning.