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About the Role
Whatnot is seeking a Workforce Manager to lead capacity planning, scheduling, and reporting for the Trust & Risk organization. This role requires forecasting contact volume, determining headcount, and creating schedules. The ideal candidate is customer-centric, data-driven, and experienced in collaborating with product teams on staffing requirements for new policies or features.
Responsibilities
- Forecast staffing needs, considering contact volume, SLAs, and headcount requirements.
- Lead tactical staffing, aligning agent schedules with demand and managing time-off requests for the T&R organization.
- Generate reports to track changes in productivity or performance.
- Collaborate with BPO Partner leadership to manage partner agent schedules.
- Own scenario modeling for ad-hoc staffing reallocations and 'what if' analyses.
Requirements
- At least 6+ years of experience, with 4+ in Workforce Management.
- Strong data analysis skills, with the ability to translate data insights into action.
- Highly proficient in SQL.
- Experience in a fast-paced environment, preferably a startup.
- Proven experience working within Zendesk and other Customer Support systems.
- Exceptional written and verbal communication skills.
- Ability to move remarkably fast with little structure and guidance.
Skills
- Workforce Management
- Capacity Planning
- Scheduling
- Reporting
- Forecasting
- Data Analysis
- SQL
- Zendesk
- Customer Support Systems
Location
- Remote
- New York
- San Francisco
- Phoenix
- Los Angeles
Work Type
- Remote
- Hybrid
Experience Level
- 4+ years in Workforce Management
- 6+ years of experience
Benefits
- Generous Holiday and Time off Policy
- Health Insurance options including Medical, Dental, Vision
- Work From Home Support
- Home office setup allowance
- Monthly allowance for cell phone and internet
- Care benefits
- Monthly allowance for wellness
- Annual allowance towards Childcare
- Lifetime benefit for family planning, such as adoption or fertility expenses
- Retirement; 401k offering for Traditional and Roth accounts in the US (employer match up to 4% of base salary) and Pension plans internationally
- Monthly allowance to dogfood the app
- 16 weeks of paid parental leave + one month gradual return to work
About the Company
- Whatnot is the largest live shopping platform in North America and Europe.
- We enable anyone to turn their passion into a business and bring people together through commerce.
- We are one of the fastest growing marketplaces and were recently named the #1 Best Startup Employer in America by Forbes.
- We are building live commerce at a scale that's never been done in the West.
- Our team members are shaping how an entirely new industry develops.
- We are a remote co-located team with hubs across the US, UK, Ireland, Poland, Germany, and Australia.
- We move fast, stay close to our users, and focus on the work that drives the most impact.
Equal Opportunity
- Whatnot is proud to be an Equal Opportunity Employer.
- We value diversity, and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, parental status, disability status, or any other status protected by local law.
- We believe that our work is better and our company culture is improved when we encourage, support, and respect the different skills and experiences represented within our workforce.