WFO Analyst – Salt Lake City, UT – StubHub
ORGANIZATION: StubHub,www.stubhub.com (an eBay company NASDAQ: EBAY)StubHub’s purpose is to connect people through inspiring event experiences. We connect fans with their favorite teams, shows and artists and introduce them to the ones they’ll love next. As the largest ticket marketplace in the world, we enable fans to buy and sell tickets to tens of thousands of events, whenever they want, through our desktop and mobile experiences, including our StubHub app for iPhone, iPad, Apple Watch and Android. Offering a superior fan experience at its core, StubHub reinvented the ticket resale market in 2000 and continues to lead it through innovation. Our industry firsts include the introduction of the first ticketing application, the first interactive seat mapping tool and the first live entertainment rewards program, Fan Rewards™. Our business partners include more than 130 properties in MLB, NBA, NHL, MLS and NCAA, plus AEG, AXS and Spectra Ticketing & Fan Engagement. With the acquisition of Ticketbis in August 2016, throughout the world, StubHub provides the total end-to-end event going experience. StubHub is an eBay company (NASDAQ: EBAY). For more information on StubHub, visitStubHub.com or follow @StubHub on Twitter, Facebook and Instagram or YouTube.com/StubHub.
StubHub One – We act as one team in pursuit of connecting people through inspiring event experiences.
At StubHub, we are:
Driven – We strive for excellence – constantly improving our game
Courageous – We are bold & not afraid to challenge the status quo
Inventive – We see what others don’t & pioneer new paths
Richly Diverse – We recognize & respect everyone as a unique individual
Brand – We experience the world through StubHub
The Manager, Workforce Operations, is a leadership role responsible for the development of StubHub’s workforce strategy and the implementation and management of a top performing workforce management program and tools. The position will be responsible for defining roles and responsibilities, resource forecasting and team hiring decisions. The Manager, Workforce Ops is responsible for overall forecasting, budget planning and ultimately managing service levels for a multi-channel multi-site center. Other responsibilities include capacity planning and new technology implementation and management. This is a position that requires communication and collaboration with other CS managers as well as with StubHub technology teams.
Principle Responsibilities and Duties
Development of StubHub’s workforce strategy
Lead and develop a growing WFM team
Coordination and collaboration with other StubHub Customer Service business units
Works with the team supervisors and leads to identify areas of improvement and collaborate on ideas and methods for improving service level performance
Coordinate, drive and measure results in long and short-term forecasting, resource scheduling, intraday adjustment and real-time management
Utilize WFM software tools and planning processes to generate and create optimized agent schedules and plan offline activities to ensure all SLAs and cost per call metrics are consistently met.
Analyze contact center performance history to determine optimum off line activities as well as identifying shrinkage and occupancy issues
Review contact volume forecasts and staffing gaps with customer service management team on a daily, weekly, monthly, quarterly and yearly basis.
Coordinate with Customer Service Management to develop and maintain call flows, toll free number routing and call prompts, hold messaging and greetings.
Maintain relationships with external vendors who supply the software for WFM and phones systems.
Establish and maintain communication channels with Business Development, Customer Service Mgmt, Ops Mgmt, Training and Marketing, regarding events that impact call and email volumes.
Provide executive level reports on workload trends & staffing requirements
Engage in overall customer service strategy and defining how to provide the best customer experience while continuing to drive maximum efficiency. This position must be able to align WFM efforts to overall customer outcomes and support company objectives.
Projects may include but not limited to; lead roll on WFM software and Genesys implementation, Projects related to telecommunications, capacity planning, planning and participation in the development in of a StubHub agent work from home program.
This position requires at least five years of contact center WFM experience including strategic planning, daily Workforce management and leadership of direct reports. A demonstrated expertise in forecasting, capacity planning, scheduling and root cause analysis. Expert level background using WFM software and building excel analysis. Strong mathematical, analytical, communication and organization skills. Ability to shift priorities as business demands change. Proven ability to manage several projects and tasks at one time. Other requirements include:
5+ year’s Workforce Management experience in a multi-site, multimedia call center operations
3+ years of experience in managing a teamBS/BA degree or equivalent required
Solid working and technical knowledge contact center products and services
Expert in Genesys and AspectStrong analytical skills.
Demonstrated ability to execute in fast paced work environment
Strong written and oral communication skills
Ability to work flexible hours as needed.
Strong interpersonal skills, presentation skills, and ability to work productively with all levels in an organization.
Good organizational/time management skills.
Excellent leader with strong people development skills.