Sr Manager, Workforce Management

Make your impact within a rapidly growing Fintech Company

As the Senior Manager of Workforce Management in Customer Experience Operations, you will play a pivotal role in building a comprehensive workforce strategy. You will act as a thought partner to strategize and execute solutions to support a dynamic operating model while methodically balancing Service Levels, Quality, and Cost. This role reports to the Director, CX Operations. 

• Responsible for developing the overall Workforce Management strategy for the Customer Experience Operations (CXO) organization. This includes setting goals and objectives, identifying areas for improvement, and establishing policies and procedures to optimize workforce utilization and performance.
• Engage with stakeholders across the organization, including Service Operations, BPO Outsource Partners, and Finance. Clear and comprehensive communication of Workforce strategy, key performance metrics and insights.
• Partner with Senior Leadership within Service Delivery and Operations to develop staffing strategies that align to the BILL and CXO objectives. Collaborate with internal teams to identify opportunity areas to optimize workforce utilization, improve processes, support strategic initiatives, and help implement them throughout the organization.
• Build and lead a high-performing team. Recruit, train, and develop team members, as well as manage performance, goal setting and provide feedback and coaching as needed. Guide team to become best in class workforce management organization.
• Data driven - Define, collect, and track operational metrics to inspect the efficiency of CXO operations and achieve targeted outcomes. Distill, synthesize, and drive conclusions based on data in partnership with Customer Experience Operations (CXO) Insights & Analytics team.

We’d love to chat if you have:

• Bachelor's degree in business administration, operations management, or a related field or equivalent experience. 
• 5+ years of experience in workforce management, capacity planning, or operations management in a customer service environment. Experience with highly outsourced (BPO) operations desired. Experience in financial technology solutions is a plus.
• Robust knowledge of MS Excel or Google Sheets required.
• Proficient in WFM applications (Calabrio)
• Ability to think strategically within a dynamic, fast-paced organization.
• An affinity to “talking with numbers”; inherent aptitude to quantify and support conclusions with data.
• Highly analytical, creative, and innovative approach to solving problems.
• Extremely organized, detailed and results oriented.
• Excellent written composition and verbal communication skills, with the ability to work in a highly cross-functional environment.
• Ability to lead discussions, presentations and influence effectively.
• Positive, people-oriented and enthusiastic attitude.

Visa Sponsorship:  Please note that this position is not eligible for visa sponsorship. Applicants must have authorization to work in the United States without requiring visa sponsorship now or in the future.