Tactical Manager, Workforce Management

Your job

Our WFM team focuses on driving innovation and efficiencies in the organizations we support with tangible improvements expected in SLA, Service consistency, cost reduction and colleague engagement. In this role you will be expected to manage a team of WFM professionals of various proficiency levels, playing a key role in both their development and in the design of WFM processes and governance at Indeed.

In WFM we are obsessed with our development. Our ambition is that, in 10 years time, we will look back and say "my career found an extra gear while working in WFM at Indeed." So while we work hard to always exceed our targets, we also dedicate a lot of time to our learning.

Commitment to your personal growth is core to our success, both as individuals and as a team.

Before applying, be sure you're happy to work and learn simultaneously, because when we say "it's a fast-paced organization", we really mean it!

Who you are

Starting responsibilities will include

• Promote our operating principles by working in a strategic, collaborative, outcomes-focused, and scalable way.

• Manage the tactical WFM team (6 FTE) and processes to maximize SLA and Occupancy across 15 supported markets (circa 600 FTE)

• Own the management of the Calabrio WFM system. From schedules to the continuous enhancement program.

• Manage day-to-day communication with all interested parties, including reporting and performance analysis.

• Provide WFM training both internally to our team and externally to our partners to create a shared understanding of processes and rationale for decision making.

• Guide your direct reports through professional accreditation, helping them launch their careers in WFM.

• Integrate with the wider team, ensuring that your processes are integrated with other WFM functions such as forecasting, recruitment planning and reporting.

Who we are

• Highly effective communication skills. Able to mediate conflicts of interest and influence collaborators.

• Highly inclusive - able to bring together diverse points of view to create better business solutions.

• Highly skilled in data analysis - advanced excel / google sheets skills are key.

• Effective coach / trainer - Demonstrated ability to develop those around you.

• Expertise in designing call routing and workflow logic for inbound contact centers.

Our mission

As the world's number 1 job site*, our mission is to help people get jobs. We strive to cultivate an inclusive and accessible workplace where all people feel comfortable being themselves. We're looking to grow our teams with more people who share our enthusiasm for innovation and creating the best experience for job seekers.

(*Comscore, Total Visits, March 2024)

Salary Range Disclaimer

The base salary range represents the low and high end of the Indeed salary range for this position in the given work location. Actual salaries will vary depending on factors including but not limited to location, experience, and performance. The range(s) listed is just one component of Indeed's total compensation package for employees. Other rewards may include quarterly bonuses, Restricted Stock Units (RSUs), a Paid Time Off policy, and many region-specific benefits.

To learn more about your pay transparency rights, click here (~~~)

Salary Range Transparency

NYC Metro Area 91,000 - 116,000 USD per year

EEO and Accommodations

Indeed is deeply committed to building a workplace and global community where inclusion is not only valued, but prioritized. We're proud to be an Equal Employment and Affirmative Action employer seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, family status, marital status, sexual orientation, religious creed, national origin, genetics, neuro-diversity, disability, age, status as a protected veteran, or any other non-merit based or legally protected grounds.

Indeed is dedicated to providing reasonable accommodations to qualified individuals with known disabilities to participate in the employment application process. To request an accommodation, an applicant should contact Talent Attraction Accommodations at ~~~, or by email at ~~~. In the request for an accommodation, please inform us of the nature of your request and your contact information. If you are requesting accommodation for an interview, please reach out at least one week in advance of your interview.

For more information about our commitment to Equal Employment Opportunity and Affirmative Action, please review our Equal Employment Opportunity and Affirmative Action Statement of Policy (~~~).

Inclusion & Belonging

Inclusion and belonging are fundamental to our hiring practices and company culture, forming an integral part of our vision for a better world of work. At Indeed, we're committed to the wellbeing of our employees and on a mission to make this the best place to work and thrive. We believe that fostering a diverse and inclusive environment where every employee feels respected and accepted benefits everyone, fueling innovation and creativity.

We value diverse experiences, including those who have had prior contact with the criminal legal system. We are committed to providing individuals with criminal records, including formerly incarcerated individuals, a fair chance at employment.

Those with military experience are encouraged to apply. Equivalent expertise demonstrated through a combination of work experience, training, military experience, or education is welcome.

Privacy Policy

Like other employers Indeed uses our own technologies to help us find and attract top talent from around the world. In addition to our site's user and privacy policy found at ~~~ , we also want to make you aware of our recruitment specific privacy policy found at ~~~ .

Agency Disclaimer

Indeed does not pay placement fees for unsolicited resumes or referrals from non-candidates, including search firms, staffing agencies, professional recruiters, fee-based referral services, and recruiting agencies (each individually, an "Agency"), subject to local laws. An Agency seeking a placement fee must obtain advance written approval from Indeed's internal Talent Acquisition team and execute a fee agreement with Indeed for each job opening before making a referral or submitting a resume for that opening.

Reference ID: 44865

The deadline to apply to this position is January 20, 2025. Job postings may be extended at the hiring team's discretion based on applicant volume.

Apply now (~~~)

ID 2024-44865

Job Locations US-CT-Stamford