Senior Manager, Global Workforce Planning

📋 Description

• Plan the workforce. Own short- and long-range forecasting and capacity planning across channels
• Hold teams accountable to the plan. Make sure in-house and partner teams staff to the forecast
• Manage the queues. Monitor handle time, resolution time, and wait times in real time. When wait
• Give leadership clear visibility. Set the goals, scorecards, and business reviews that show how
• Own workforce spend. Manage the Customer Care workforce budget with Finance across both internal
• Own the partner business relationship. Manage the commercial side of our BPO partnerships

🎯 Requirements

• 10+ years in contact center workforce management, support operations, or operations strategy
• A track record of owning workforce planning for a large, global, multi-channel, multi-language
• Expert command of workforce execution metrics, including forecast accuracy, staffing to plan
• Experience owning the commercial relationship with BPO partners at enterprise scale, including
• A strong financial foundation. You've owned a workforce budget across internal and outsourced
• Experience leading through influence, both with support operations leaders whose goals you help

🎁 Benefits

• Extended health and dental coverage options, along with life insurance and disability benefits
• Mental health benefits
• Family building benefits
• Child care and pet benefits
• Access to a Lyft funded Health Care Savings Account
• RRSP plan to help save for your future