Manager, Customer Support Workforce Planning | Justworks | $36.06 | Remote (US)

Title: Manager, Customer Support Workforce Planning Location: Remote – U.S.A. Job Description: Who We Are At Justworks, you’ll enjoy a welcoming and casual environment, great benefits, wellness program offerings, company travel=””>TRAVEL”>travel=””>TRAVEL”>TRAVEL”>retreats, and the ability to interact with and learn from leaders in the startup community. We work hard and care about our most prized asset – our people. We’re helping businesses get off the ground by enabling them to focus on running their business. We solve HR issues. We’re data-driven and never stop iterating. If you’d like to work in a supportive, entrepreneurial environment, are interested in building something meaningful and having fun while doing it, we’d love to hear from you. We’re united by shared goals and shared motivations at Justworks. These are best summed up in our company values, which are reflected in our product and in our team. Our Values If this sounds like you, you’ll fit right in. Who You Are In this role, you will be a key influencer who loves discovering how to use data to help us improve, grow and manage our most valuable asset–our people. You are someone who is inspired to solve problems and prove (or disprove) hypotheses using data. You get super excited about and are interested in operations, and are motivated to create opportunities to drive process improvements.You are a dedicated customer service professional at heart, a believer in service excellence at all levels, and a lover of systems and technology to drive your decisions. Your Success Profile In Customer Support, you will help the team understand and coordinate the ideal staffing levels to meet our SLAs and to deliver optimal customer satisfaction. Reporting to the Director of Customer Support, you will be working across the team to optimize for the ideal configurations that drive employee and customer happiness. What You Will Work On

• Lead a team of Workforce Analysts
• Own customer contact SLAs and report on our effectiveness
• Develop and distribute reports to managers that reflect team and individual productivity
• Develop and implement long-term forecasting by creating detailed plans, asking probing questions, and analyzing trends and seasonality
• Conduct comprehensive capacity planning to determine the required number of FTEs to handle forecasted demand across multiple service channels (phone, chat, written), while considering factors like concurrency and occupancy
• Optimize schedules to ensure staff are deployed at the right times and in the right places to meet service demands efficiently across all supported channels
• Manage real-time operations with urgency and prioritization, implementing strategies to mitigate volume spikes, ensuring adherence, and managing offline activities effectively
• Effectively blend quantitative and qualitative data, both at a micro and macro level, to develop workforce strategies that maximize the performance of the business and the team
• Collect feedback from all customer-facing teams and managers in Customer Support on how to better balance staffing and account allocations, to achieve top performance
• Provide regular updates to Customer Support and Justworks leadership on incidents that affect customer contact volume, and any resulting trends
• The role may require occasional evening or weekend work to address urgent staffing issues
• Other duties as needed based on department and/or organizational needs

How You Will Do Your Work As a Manager, Customer Support Workforce Planning, how results are achieved is paramount for your success and ultimately result in our success as an organization. In this role, your foundational knowledge, skills, abilities and personal attributes are anchored in the following:

• Consultative – takes an approach that focuses on building relationships with others, understanding their problems, and developing solutions to their challenges through open-ended questions and active listening.
• Taking responsibility – being accountable, being committed, and accepting ownership for one’s decisions, actions, and behavior.
• Adaptability – the ability to adjust your approach or actions in response to changes in your external environment.
• Detail Oriented – exercises extreme attention to detail; is thorough, accurate, organized, and productive and seeks to understand both the cause and effect of a situation.
• Analytical – uses a logical reasoning process to break down and work through a situation or problem to arrive at an outcome.

In addition, all Justworkers focus on aligning their behaviors to our core values known as COGIS. It stands for:

• Camaraderie – Day to day you can be seen working together toward a higher purpose. You like to have fun. You’re an active listener, treat people respectfully, and have a strong desire to know and help others.
• Openness – Your default is to be open. You’re willing to share information, understand other perspectives, and consider new possib

Apply tot his job Apply To this Job