Workforce Manager

Description

monday.com is looking for an experienced Workforce Management Lead to oversee forecasting, planning, staffing optimization and reporting for our CX team.

Our CX team’s mission is to provide exceptional experience throughout the entire customer lifecycle. In this position, you will play a critical role in helping the organization to reach this goal by building upon the workforce management function to reach new heights. You will build a long-term strategic vision for monday.com’s workforce operations and work everyday to pursue this vision in order to become the best-in-class provider of customer experience.

ABOUT THE ROLE

• Optimize and lead the infrastructure for our headcount planning, forecasting and scheduling to ensure we have the right agents, in the right place, at the right time
• Own real-time adherence (RTA) efforts to optimize staffing, create pivotal dashboards and reports, and identify opportunities to improve queue optimization
• Evaluate "what if" scenarios and provide insights that empower and enable the CX team to run our operations more effectively and efficiently
• Manage WFM reporting strategies and processes for internal and external teams
• Produce executive level reporting and analysis for service level and productivity metrics
• Provide daily, biweekly, and monthly intra-day performance and historical trends reporting to leadership
• Collaborate cross-functionally with CX leadership to coordinate processes and systems designed to meet the operational and strategic needs of the department
  
  

• Proven experience in Workforce Management in a Customer Experience organization or similar
• You are analytically-minded, operationally excellent, and flourish in a fast-moving environment
• You thrive in ambiguity, and seek out opportunities to dive into unfamiliar challenges, drive towards outcomes, and shape short + long-term strategy
• You have a strong understanding of CX metrics, processes, and tools
• You are a doer and are comfortable working through phases of iteration in order to constantly improve quality and increase efficiency
• You're an analytical and creative problem solver: you dig into challenges, quantify them, and find solutions
• You can connect the high-level department strategy to the day-to-day responsibilities and initiatives