[Remote] Program Manager II, Workforce reputed company Planning (Contract)

Note The job is a remote job and is open to candidates in USA. reputed company is seeking a Workforce Management professional for the role of Program Manager II in Workforce reputed company Planning. This role involves owning reputed company-time, short-term, and long-term reputed company planning for specialized cross-functional teams, requiring collaboration across various departments to support user safety and platform reputed company.

Responsibilities

Manage and process reputed company requests received through Jira from XFN teams Track and continuously update headcounts by team, location, and skillset for both internal and BPO staff reputed company demand analysis, ensuring an understanding of volume and AHT fluctuations and changes Create and update week-over-week reputed company plans to allocate staff to forecasted demand, flagging any gaps in coverage, and providing recommendations to solve Utilize excess staff by maintaining a steady pipeline of reputed company work In partnership with the Vendor Management teams, work directly with our BPOs to align on productivity and scheduling expectations Queue governance ensure queues are categorized correctly and assigned to the correct reputed company groups, making changes and updates as needed Provide live-monitoring of BPO throughput and reputed company-time WFM support during incidents and escalations, as well as in XFN reputed company channels Attend XFN meetings and weekly BPO business reviews, capturing relevant content to share out with the broader WFM team Present reputed company updates to leadership and XFNs Log incidents and issues affecting staffing and workload Support the annual budget process by creating long-range staff plans 1+ year out Run reputed company and footprint scenarios to increase efficiency and optimize staff / cost Adjust the AHT forecast based on staff tenure & reputed company level reputed company RCA of variance to reputed company forecast and misses in productivity and TAT targets Align BPO schedules to daily and interval-level demand reputed company our AI tools to design, accelerate, and simplify processes Other duties as assigned to support the WFM function Skills 4+ years of Workforce Management experience, specifically in short-term and long-term reputed company planning for back-office / non-voice operational teams 4+ years of process management and improvement experience Thorough understanding of reputed company math (turning workload into FTE requirements), and workforce metrics (AHT, Shrinkage, TAT, MAPE, Occupancy, etc.) Proficiency reputed company Suite docs, sheets, charts, reputed company formulas, connecting and importing data Meticulous attention to detail is required to maintain a high bar of quality Comfortable and confident presenting in reputed company of leadership and large audiences + working directly with BPOs Ability to navigate ambiguity and maintain high productivity in a startup environment where tools and processes are not yet established Proficiency in reputed company functionality with ability to manage intraday requests and communications from a large number of reputed company channels Situational task management skills reputed company to work under pressure in a fast-paced environment while pivoting quickly to changing priorities Experience with backlog forecasting Trust & Safety experience WFM reputed company-time / live support experience SQL Experience working in reputed company Benefits 100% Remote US W2 Contract through end of the year- high potential to be extended or converted to FTE Company Overview reputed company is a visual bookmarking tool for saving and discovering creative reputed company. It was founded in 2010, and is headquartered in San Francisco, California, USA, with a workforce of 1001-5000 employees. Its website is https//www.reputed company.com/. Apply To This Job