About this role
Our Member Screening Team is on the front lines serving as the first point of Trust & Safety to our over 32 million members (and growing) who utilize the Care.com platform. This team supports users by vetting content such as general information, photos, jobs, profiles, and even the members themselves. An integral part of the Member Screening Team is our outsourced agents who provide around the clock support.
As Supervisor, Workforce Management, you'll own the day-to-day scheduling, forecasting, and real-time performance of our outsourced (BPO) customer care partners. You'll be the operational point of contact ensuring staffing levels, adherence, and service levels stay on target, and you'll escalate and troubleshoot issues as they come up.
What Your Days Will Be Like
Serve as the day-to-day point of contact for the BPO partner workforce team, ensuring consistent execution against agreed staffing plans and stated Trust & Safety policies and proceduresOwn the BPO performance cadence, scorecards, and follow-up on corrective actions or staffing gaps Monitor real-time queue performance, staffing, and adherence across BPO partner sites, adjusting as needed to hit SLAs and KPIsOperate within established Trust & Safety policies and queue-prioritization, escalating policy or complex decisioning questions to the appropriate manager(s) Support the manager in refining team processes and guidelines based on operational data and trendsCoordinate BPO readiness around updated workflows, product/ policy launches, outages, unplanned absenteeism, and peak periodsAssist with onboarding new BPO sites or agents, regarding both systems as well as content knowledgeIdentify and escalate system bugs or process breakdowns affecting the agent and/ or member experience 3-5 years of experience in workforce management or a related content (Trust & Safety) roleStrong communication skills, written and verbalAttention to detail with a process-first mindsetSolid analytical skills with comfort in workforce management and reporting toolsAbility to stay calm and adaptable when priorities shift or issues arise in real timeComfortable working cross-functionally with internal teams and outsourcing partnersProficient in Google or Microsoft Office and reporting tools; experience with WFM platforms, CSR, and Salesforce.com a plusBachelor's Degree preferred, or equivalent work experience Office: 2801 N Central Expy, Dallas, TX 75204
Work Environment: Hybrid - In office Mon, Wen & Thurs
Salary Range: $55,000 - $60,000 The base salary range above represents the anticipated low and high end of the national salary range for this position. Actual salaries may vary and may be above or below the range based on various factors including but not limited to work location, experience, and performance. The range listed is just one component of Care.com's total compensation package for employees. Other rewards may include annual bonuses and short- and long-term incentives. In addition, Care.com provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a generous 401K employer matching program, paid holidays, and paid time off (PTO).
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