Workforce Operations Lead

19 Aug 2023

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

  • ID: #50242021
  • State: Texas Austin 73301 Austin USA
  • City: Austin
  • Salary: USD TBD TBD
  • Showed: 2023-08-19
  • Deadline: 2023-10-18
  • Category: Et cetera