Responsibilities
About The Team
This team is responsible for driving operational excellence by implementing global workforce strategies that balance business needs, compliance, and partner collaboration across multiple lines of business. We strive to optimize system configuration, resource allocation, scheduling, and BPO operations in fast-paced environments while monitoring performance and continuously looking for areas to improve efficiency and enable high standards of Customer Service Support.
Responsibilities:
Queue Management:
- You will manage customer support lines of business across in-house and BPO operations in real-time, and manage metrics including (but not restricted to) latency, productivity, incoming volume, etc.;
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- You will review and enhance support platform capabilities, workflow, and scheduling limitations to identify if support services/channels are optimised in the current system;
- You will develop and enhance spreadsheets and databases' functionality like usage of forms, templates, and logic functions;
- You perform service outage and crisis management (Facilitating communications between operations, customer service platform & RD teams);
- You manage daily, weekly, and monthly plan objectives.
Workforce Management:
- Monitor real-time staffing status and provide feedback to the operations planning team if reallocation of the workforce is needed;
- You are the bridge between operations & customer service platform teams, providing real-time support to the site operations leads, assisting the team in managing daily and monthly staffing requirements;
- You will gather and document reporting requirements, creating regular and customized reports;
- You will produce & deliver timely ad hoc and standard operational reports on a daily, weekly & monthly basis (billing, SLA, KPI & other Ad Hoc reports)
Qualifications
Minimum Qualifications
- You have previous experience in an Operations role within a BPO / Social Media / Call center environment - experience with Customer Support would be an advantage;
- You have the ability to work effectively under pressure, strong interpersonal and communication skills to engage with operational leadership and xfn stakeholders;
- You are efficient and able to prioritize, plan and multi-task with the ability to translate action steps into a systematic process;
- You are extremely proficient in Microsoft Office applications such as Excel, Outlook, Word, and Powerpoint, or other applications required for data entry or report/schedule production;
- Proven experience in workforce and/or support service management in a multi-channel & multi-site tech company;
- You're passionate about supporting the user and creator community.
Preferred Qualifications
- Proficiency with data analytics tools (e.g., SQL, Power BI, Tableau);
- Programming or System configuration experience a plus
Job Information
[For Pay Transparency] Compensation Description (annually)
The base salary range for this position in the selected city is $88000 - $142222 annually.
Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.
Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).
The Company reserves the right to modify or change these benefits programs at any time, with or without notice.
For Los Angeles County (unincorporated) Candidates:
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:
1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;
2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and
3. Exercising sound judgment.