Manager, Workforce Management

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Were Looking For A(n): Manager Workforce Management

Location: Hybrid (El Segundo CA and/or Burbank/North Hollywood CA)

What Youll Be Doing:The Manager of Workforce Management (WFM) plays a key leadership role in ensuring the effective planning forecasting scheduling and real-time resource management of both in-center and remote representative teams. This role is responsible for delivering workforce strategies that support service level goals and broader business objectives. The Manager will leverage strong analytical and data modeling skills to drive operational efficiency lead continuous improvement efforts and foster productive relationships with internal and external stakeholders. This position requires a balance of strategic thinking and hands-on execution to optimize workforce performance in a dynamic environment.

• Lead the Workforce team responsible for short- and long-term forecasting scheduling and real-time management of resources across multiple locations and channels.
• Monitor and ensure performance targets are met by actively managing staffing levels and adjusting plans based on volume trends or unexpected changes.
• Collaborate with management to identify opportunities for process improvements and help implement solutions that drive efficiency and reduce manual work including automation and new technologies.
• Develop and deliver regular reporting for leadership turning data into clear actionable insights and recommendations.
• Recommend staffing models and support resource planning to meet the needs of a multi-skilled multi-channel environment.
• Serve as a key contact for both internal and external site operations including remote and home-based teams ensuring alignment for day-to-day and weekly planning.
• Work closely with training and operations teams to plan and track training headcount needs minimizing any disruption to service.
• Help direct staffing adjustments during high-volume or critical periods to reduce customer impact.
• Produce ad hoc reports and analysis as needed (e.g. cost per interaction VTO usage trend reports).
• Manage and support the Five9 WFM system in partnership with IT including issue resolution and system improvements.
• Research and evaluate potential vendor solutions aimed at reducing costs streamlining operations and enhancing the overall customer experience.
• Performs other duties as assigned.

Qualifications (Note: We strongly encourage you to apply even if you dont tick ALL of these boxes.):

• Three plus years of experience leading highly motivated high-performing workforce management teams.
• Five plus years of experience with forecasting capacity planning and real-time workforce management.
• Proficient with phone system reporting and scheduling tools (Five9 Clearview Verint Nice IEX Cisco) as well as Microsoft Office (Excel Word PowerPoint Outlook).
• Ability to demonstrate and articulate understanding of key workforce management concepts related to forecasting capacity planning scheduling real-time monitoring call routing and performance improvement.
• Strong quantitative/analytical skills.
• Excellent interpersonal written verbal and listening skills.
• Absolute team player who consistently demonstrates respect inclusion and an open mind.
• Proven ability to coach to and drive for results and provide strategic value.
• Able to promote change by influencing and guiding others in a positive manner.
• Strong project management skills.
• Knowledge of Five9 WFM is a plus.
• Must be able to effectively cope with typical job stress.
• Must be able to establish and maintain effective working relationships with others.
• Required Education: High school diploma
• Required Experience: 3 years
• Preferred Education: Bachelors degree
• Preferred Experience: 5 years

• Comprehensive healthcare coverage We cover100% of premiumsfor medical dental and vision plans for employee-only plans.
• Annual bonus
• We match up to3.5% of your 401k contributions ensuring your retirement savings grow alongside your career.
• 6 paid sick and mental health daysan Employee Assistance Program free weekly yoga and meditation classes and additional mental health benefits because we take a holistic approach to your well-being.
• Invest in your future with ourEmployee Stock Ownership Plan where company contributions fund your retirement plan with company stock.Learn more.
• Reimbursements for a portion of personal cell phone and internet usagefor eligible employees.
• Professional developmentopportunitieswith mentorship continuous learning programs and performance-based pay increases empowering you to progress and excel in your career.
• Through our charity sponsorships you can make a positive impact on communities worldwide. Weve donated over$9 millionto date.
• Potential for quarterly KPI bonuses.

The base salary range is $96000-$120000 plus bonus potential.

The posted salary range in this job posting reflects data based on Californias cost of labor analysis. This salary range is subject to change per state; please clickhere to find the pay differential in your state of residence if the role is remote.

Salary is based on a wide range of factors that include relevant experience knowledge skills other job-related qualifications and geographical location.

We will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law.

A Note to Recruiting Agencies: At Golden Pet Brands we handle all hiring through our internal Talent Acquisition team. Occasionally we might use staffing or recruiting agencies to support our internal team in finding the right candidates. Agencies are not authorized to contact our hiring teams directly to present candidates. Our internal Talent Acquisition team is responsible for all candidate presentations to our hiring managers. Golden Pet Brands will need written approval and a signed agreement before submitting any candidate info for a specific job opening. Without this we wont pay any fees for placements. Thank you for your understanding.

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