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Workforce Manager, Contact Center (Hybrid)

Homebase

Homebase

Houston, TX, USA
Posted on Tuesday, January 30, 2024

Hi, Future Homie!

As a Homie, you'll be part of an unstoppable team that puts customers first, embraces each day with excitement, and strives for excellence in everything you do. We’re revolutionizing the way small businesses manage their teams and grow their business. What this means for you is a shared passion for innovation and making a difference for the people we serve. So what do you say, will you join us on our mission to empower small businesses?

As a Homie, you are a bar raiser, which means you come with:

You’re a builder. You’re a self-starter who thrives in a fast-paced and changing environment. You set big goals for yourself and work hard to accomplish them. You thrive in a performance-driven environment where your contributions are recognized. You are not afraid of ambiguity, have grit, and come to the table not to point out problems, but with solutions. You crave impact and are ready to build something unique and long-lasting.

  • 2+ years of WFM experience in a contact center environment
  • Experience working with contact center technologies
  • Ability to collaborate in the office weekly on Monday, Tuesday, Wednesday
  • Proven experience in workforce management in a contact center environment.
  • Strong analytical skills with the ability to interpret data and make informed choices.
  • Familiarity with call arrival patterns and scheduling optimization.
  • Experience managing and configuring phone technology systems, preferably with Talkdesk or similar cloud-based platforms
  • Experience monitoring intraday performance to maximize efficiency; alerting managers when anomalies are observed and helping take corrective action.
  • Excellent communication and collaboration skills.
  • Entrepreneurial mindset with a "goals over roles" attitude.
  • Ability to thrive in a fast-paced and dynamic startup environment.

As a Homie, you will make an impact by:

As a member of our Customer Experience team, the Contact Center Workforce Manager at Homebase will play a pivotal role in shaping and optimizing our contact center operations. This is a unique opportunity for someone to make a significant impact as the first person in this role at Homebase. This person will be responsible for overseeing all aspects of workforce operations, including staffing modeling, phone technology management, and delivery mechanisms for phone, chat, and email channels. The successful candidate will be a strategic thinker with a strong analytical mindset, capable of translating data insights into actionable improvements to enhance service levels and customer outcomes.

  • Devise optimal operational hours to deliver unparalleled service, strategically tailored to meet the needs of our valued customers.
  • Craft dynamic schedules grounded in historical arrival patterns, ensuring a finely tuned staffing strategy that effortlessly adapts to evolving customer demand.
  • Engineer a cutting-edge system that monitors real-time activity, guaranteeing agile responses to fluctuations in customer demand and maintaining consistently exceptional service levels.
  • Develop a sophisticated technical workflow within Talkdesk, ensuring customers effortlessly connect with the right Homebase representative on their initial contact through intelligent routing and efficient categorization.

Responsibilities

  • Workforce Operations:
    • Develop and implement staffing models to ensure optimal resource allocation.
    • Analyze call arrival patterns and make data-driven choices to enhance team schedules and improve service levels.
    • Own the management and configuration of phone technology to maximize efficiency and effectiveness.
  • Multichannel Management:
    • Spearhead the analytics and delivery mechanisms for phone, chat, and email channels.
    • Evaluate current channels and make recommendations on introducing new communication channels, assessing the likely impact on customer engagement and satisfaction.
  • Analytics and Reporting:
    • Utilize analytics to measure and report on key performance indicators.
    • Proactively identify trends and areas for improvement, making recommendations to enhance overall contact center performance.
  • Innovation and Growth:
    • Foster a startup mindset, exploring innovative solutions to enhance contact center operations.
    • Collaborate with cross-functional teams to identify opportunities for expansion and improvement.
What We Offer:
  • Stock Options - Everyone is an Owner!
  • 401(k) program + 4% company match
  • Employer supplemented Medical, Dental, and Vision Insurance Plans
  • 20 days of accrued PTO, annual paid holidays and paid volunteer time off
  • Continued learning and development stipend
  • Paid life insurance
  • Short- and long-term disability coverage
  • Paid parental leave
  • Commuter benefits
  • Flexible spending account (FSA) options
  • Top-of-the-line equipment and stipend for workspace setup
  • Work from home Monday, Thursday, & Friday
  • Meals provided at our vibrant work spaces
  • Team offsites and monthly opportunities to engage with fellow Homies
What to Expect During the Interview Process:
  • Meet the Talent Acquisition team Alex V.
  • Meet the Hiring Manager Ben M.
  • Meet the CS Leader Kishore B.
  • Meet a CS Manager Ashlee V.
  • Participate in a Technical Assessment
  • Meet the Leadership team Cole S.
  • Professional Reference Checks
  • Background Check + Offer Stage
  • Welcome to the team, Homie💜🎉

Diversity, Equity, and Inclusion at Homebase:

At Homebase, we take pride in fostering a welcoming space where every Homie of every gender, age, orientation, culture and walk of life can be their full selves. Diverse perspectives empower us to build the best-in-class platform for small businesses and hourly shift workers. We recognize that experience comes in many forms, so if you think you’re close to what we’re looking for (even if you don’t meet 100% of the qualifications), we encourage you to apply!

About Us

Our mission is to make hourly work easier for local businesses and hourly workers. Homebase currently serves more than 100,000 small (but mighty) businesses with everything they need to manage their hourly teams: employee scheduling, time clocks, payroll, team communication, hiring, onboarding, and compliance. Just don’t call us “Human Capital Management.” We have built tools for the busiest businesses, so owners and employees can spend less time on bullsh*t and more time on what matters. The Homebase team brings small business expertise from Intuit, Square, OpenTable, Yelp, Gusto, and First Data. Homebase is backed by leading venture investors Bain Capital Ventures, Baseline Ventures, Cowboy Ventures, Khosla Ventures, Plus Capital, and GGV Capital.

At Homebase, we value our differences, and we encourage all to apply. We do not discriminate on the basis of race, religion, color, gender expression or identity, sexual orientation, national origin, citizenship, age, marital status, veteran status, disability status, or any other characteristic protected by law. Homebase is proud to be an equal opportunity employer and participant in the U.S. Federal E-Verify program. Accommodations will be provided during the hiring process if needed. Please advise us of any accommodations needed within your application to ensure fair and equitable access throughout the recruitment and selection process.
**Interview Recording Notice:
By participating in interviews with Homebase, you consent to the use of Metaview, a recording and transcription tool, during the interview process. Please be aware that all interviews may be recorded and transcribed for the purpose of evaluating candidates and ensuring the quality of our recruitment process. If you do not consent to being recorded, please inform the Talent Team at the beginning of the call, and appropriate arrangements will be made to accommodate your preference. Your privacy is important to us, and the recorded interviews will only be used for internal evaluation and assessment of candidates.