Summary: Meta is seeking a technically sophisticated and detail oriented Workforce Operations professional who will serve as a member of Meta´s Small Business Group. This position will have a day-to-day focus on providing analytical, strategic, and operational support for our Vendor network supporting Meta´s Small Business Sales (SBS) organization with the primary objective of enabling efficiency, client experience and intelligent planning decisions related to operations. This person will work cross-functionally with several teams at Meta. This role will require knowledge of resource planning, workforce management, commercial optimizations, analyzing data and extracting insights on a regular basis to drive improved vendor performance. The ideal candidate will be passionate about Meta´s mission, have a background in a technical, quantitative and vendor and client operations field, have experience problem-solving using large data sets, and can communicate strategic recommendations effectively with leadership.Required Skills: Workforce Operations Lead Responsibilities:
Run vendor planning and workforce operations process
Produce short term forecasts of transactions including resource planning KPIs for global vendor network
Drive quarterly agent headcount planning and opex modeling in coordination with other WFO teams
Collect and analyse historical contact volume and hande time data to ensure emerging trends are captured, identify and normalise outliers
Drive efficiency improvement improvement utilizing workforce management performance management processes
Identify/Implement capacity planning and management tools and technology enablers that will improve operating accuracy and efficiency
Develop weekly communications on status of key initiatives impacting our Vendor Workforce
Build and administer scheduling framework within vendor network
Review arrival patterns adjust staffing needs and advise vendors
Work with partners on various capacity thresholds and policies to manage intraday staffing
Set up real time monitoring governance process for vendor sites
Build Forecasting Analytics, to inform business on productivity implications and resource requirements
Plan and implement resource Supply Planning across the regions depending on business need, vendor performance and long term regional plans
Develop forecasting and staffing methodology for emerging inbound and outbound contact channels
Analyze operational metrics and provide recommendations to the business
Be a trusted thought partner to Regional Business Planning to help inform decisions and drive action for Sales optimisation
Work in close collaboration with cross functional partners to lead or coordinate key projects relating to Workforce operations
Minimum Qualifications: Minimum Qualifications:
BA/BS in Engineering, Business, Analytical or equivalent field
5+ years of work experience in Workforce Operations and Vendor Management
Experience working with Vendors to drive performance outcomes
Demonstrated problem-solving experience with experience providing business insights and recommendations from sets of data
Experience utilizing both qualitative analysis (e.g. content analysis, hypothesis testing) and quantitative analysis techniques
Experience presenting strategic insights and recommendations to executive teams
Experience in large-scale resource based operations planning
Preferred Qualifications: Preferred Qualifications:
Advanced Experience in SQL (create, maintain, and improve data sets, pipelines and reporting)
Tableau experience
Fluent in Spanish or Portuguese language
Public Compensation: $123,000/year to $178,000/year + bonus + equity + benefitsIndustry: InternetEqual Opportunity: Meta is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. You may view our Equal Employment Opportunity notice here. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. We may use your information to maintain the safety and security of Meta, its employees, and others as required or permitted by law. You may view Meta's Pay Transparency Policy, Equal Employment Opportunity is the Law notice, and Notice to Applicants for Employment and Employees by clicking on their corresponding links. Additionally, Meta participates in the E-Verify program in certain locations, as required by law
Full-time