- Workforce manager with the ability to monitor real-time contact activity at contact centers and identify/report issues related to technology, workflow, or staffing
- Passionate and analytical individual with a knack for workforce optimization
- Remote-first opportunity for US-based employees with the option to work in-person out of our Manhattan office
Start your adventure with Zip
Here at Zip, we pride ourselves on delivering exceptional customer experiences, and our Customer Experience Team plays a pivotal role in achieving this goal. We are seeking a dynamic and results-driven Workforce Manager to join our CX team.
In this critical role, you will be at the forefront of our commitment to excellence, overseeing and fine-tuning the workforce management strategies that enable us to provide top-tier service to our customers. Your responsibilities will encompass maximizing scheduling effectiveness, optimizing performance metrics, analyzing data, and enhancing overall operational functions across all lines of business and locations. You will have the opportunity to make staffing adjustments and recommend agent re-skilling to ensure adequate channel coverage, contributing significantly to our continued success in delivering outstanding customer service.
Interesting problems you'll get to solve
- Monitor real-time contact activity at contact centers and make staffing adjustments as needed
- Provide feedback to management on agent productivity trends
- Develop and submit various reports, including forecasts, schedules, and performance analysis
- Identify and report issues related to workflow, technology, external factors, or staffing
- Maintain tracking database and analyze trends to provide recommendations
- Collaborate with department head on strategic planning and new business implementation
- Ensure team is informed of upcoming changes and provide insights on day-to-day functions
- Assisting in vendor and CX tool assessments
- Leadership in team discussions around staffing requirements and suggesting alternatives backed by data
What you'll bring to the team
- 4-5+ years of workforce management or data analysis experience
- Demonstrated ability to synthesize implications ("so whats?") from analysis with minimal guidance
- Strong curiosity and drive to improve business operations
- Analytical mindset with the ability to find insights from data
- Proficient in MS Office and G-suite applications and relevant WFM tooling
- Demonstrated experience with large data sets and quantitative analysis, advanced skills in pivot tables, lookups, formulas, and creating polished presentations
- Excellent communication skills for various audience types
- Ability to present work through phone, Zoom, or small group settings
- Understanding of contact center operations, including different channels of communication (phone, chat, email) and their impact on staffing requirements.
- Proactively identifying agent learning gaps and seeking solutions
- Exceptional communication and interpersonal skills
- Knowledge of CX metrics and KPIs like NPS and CSAT
- Strong project management and prioritization skills
- Bachelor's degree or equivalent experience
- Our values in your DNA: Customer First, Own It, Stronger Together and Change the Game.
What you’ll get in return
Zip is a place where you’ll get out what you put in. The newness of our sector means we need to move at pace and embrace change, and our promise to you when you join the team is that you’ll feel empowered and trusted to make big things happen quickly.
We want you to feel welcome and as though you have the support to be yourself, and care for yourself at work. Because it’s important to us that you make the most of the opportunities you’ll get to grow your skills and your career, and be surrounded by smart, friendly people and leaders that have your back.
We think these are just some of the best things about being a Zipster. We will also offer you:
- Flexible working culture
- Incentive programs
- 20 days PTO every year
- Generous paid parental leave
- Leading family support policies
- 100% employer covered insurance
- Beautiful Midtown office with a casual dress code
- Learning and wellness subscription stipend
- Company-sponsored 401k match
The Pay Range for this position: $85,000 - $128,000 USD based on the industry benchmark for position, function, level and Zip's compensation strategies. However, actual base salary will depend on varying circumstances and individualized factors, such as job-related knowledge, skills, experience, and other objective business considerations.
Subject to those same considerations, the total compensation package for this position may also include other elements, including a bonus and/or equity awards, in addition to a full range of medical, financial, and/or other benefits.
Be a part of a team that reflects the diversity of our customers
We pride ourselves on being a workplace that provides equal opportunities to people of all ages, cultural backgrounds, sexual orientations, gender identities, abilities, veteran status, and everything else that makes you unique.
Equally, we’re committed to ensuring our recruitment processes are accessible and inclusive. Please let us know If there are any adjustments that need to be made to ensure you have a fair and equitable experience.
And finally…get to know us
Zip is a global ‘Buy Now, Pay Later’ company that gives our millions of customers simpler and fairer ways to pay.
We are proud to be a global business built around our US and ANZ core markets working with merchant partners including Amazon, Best Buy, eBay and Uber. United by our mission, purpose and values - Customer First, Own It, Stronger Together & Change The Game - we are the next generation of payments, helping people across the globe to fearlessly take control of their financial future.
We are Zip, and we are just getting started.
We are a proud 2023 Circle Back initiative employer and will respond to every applicant.
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- United States
- Customer Experience