Workforce Manager

🕒 Maio 6

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

👔 Gerente

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The Knot Worldwide

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

Fundada em 2018

🏪 Marketplace

📱 Mídia

Marketplace • Media

The Knot Worldwide é uma empresa global voltada para o consumidor que opera sites e aplicativos móveis líderes em planejamento de casamentos e celebrações. Estes fornecem inspiração, conteúdo editorial confiável, diretórios de fornecedores e ferramentas de planejamento para ajudar as pessoas a transformar a inspiração em ação no planejamento de celebrações. A empresa conecta casais e outros celebrantes com fornecedores e serviços em mais de 16 países, atuando tanto como uma plataforma de mídia/conteúdo quanto como um marketplace para serviços relacionados a eventos.

Descrição

• Own short- and long-term workforce forecasts using historical data, trend analysis, and AI-driven predictive models • Conduct capacity planning to identify staffing gaps and recommend hiring, redeployment, or efficiency strategies • Produce monthly executive readouts covering workforce planning performance (forecast accuracy, staffing vs. demand, shrinkage), service-level outcomes and operational KPIs, org-level results and trends, with clear insights and recommendations • Develop and maintain reporting that connects WFM inputs to business outcomes (SLA attainment, productivity, cost, customer experience) • Analyze and communicate key metrics: service level, ASA, occupancy, adherence, shrinkage, and utilization • Translate complex datasets into concise, actionable insights for technical and non-technical audiences related to overall organizational performance including BOT insights. • Partner cross-functionally with Operations, Training, and Leadership to align workforce plans with business priorities • Continuously improve forecasting models, reporting accuracy, and WFM processes using industry best practices

🎯 Requisitos

• 3+ years of workforce management experience in a contact center, service desk, or customer support environment • Proven experience with AI-enabled WFM platforms, including predictive analytics and automation • Strong background in data analysis, insights generation, and leadership-facing reporting • Demonstrated experience with WFM tools (e.g., NICE IEX, Verint, Genesys, Calabrio, Talkdesk, Aspect, or similar) • Advanced Excel skills (pivot tables, XLOOKUP/VLOOKUP, complex formulas, data visualization) • Solid understanding of forecasting methodologies, statistical concepts, and workforce optimization (Erlang C, SLAs, occupancy) • Ability to connect workforce data to broader organizational performance and business outcomes • Clear, concise communicator with strong storytelling skills using data • Comfortable operating in ambiguity and fast-changing environments. • Bachelor’s degree in Business, Analytics, Statistics, Operations Management, or related field or equivalent combination of education and experience

🏖️ Benefícios

• Flexible vacation • Generous parental leave • Mental wellbeing support • Physical health benefits • Financial planning support • Engaging perks and discounts