Be an early applicantLess than 25 applicants

Company

Zillow · 2 hours ago

Manager, Workforce Planning

United States

Full-time

Remote

Mid, Senior Level

$87K/yr - $140K/yr

5+ years exp

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Comp. & Benefits

H1B Sponsor Likely

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Responsibilities

Own the development and execution of a comprehensive resource planning strategy to optimize operator utilization, improve the cost efficiency of our operations, and ensure positive customer and partner experiences

Foster a culture of data-driven decision making. Consistently achieve service level performance by providing key partners with accurate, timely, and actionable insights to support both strategic and tactical plans

Champion workforce planning throughout the organization by building positive relationships with both internal and external partners. Communicate and demonstrate the value workforce planning brings to our business

Drive innovation through the adoption of new or enhanced processes and tools, using the Aspect WFM platform. Implement operating procedures, expand utilization of WFM tools, and ensure effective implementation and administration across all operator teams

Develop a team of impactful analysts by crafting a culture of innovation, teamwork and continuous improvement. Elevate the performance of the team by setting meaningful goals, and deliver effective coaching to advance the team’s skills, expertise, and business insight.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Workforce PlanningResource ManagementReal-time OperationsWFM PlatformsTableauSalesforceZendeskExcel/Google SheetsLeadership Experience

Required

An experienced workforce planning professional who is able to demonstrate expertise in the field and the ability to deliver outstanding results

Exemplify a consistent track record of leading remote teams effectively and encouraging cohesion in a Cloud-based headquarters setting

Minimum 5 - 7 years of leadership experience in workforce planning or contact center operations, preferably focused on resource management and real-time operations

Bachelor’s degree in Business Management, Resource Operations, Finance, or other related quantitative field, or equivalent experience

Experience in implementing workforce planning programs and administering WFM platforms (preferably Alvaria/Aspect)

Possess persuasive verbal and written communication skills, including the ability to present and effectively influence partners across multiple levels of audience

Advanced analytical and reporting skills, preferably with experience in Tableau, Salesforce, Zendesk, and Excel/Google Sheets

Ability to work independently in ambiguous and constantly evolving environments

Ability to travel when appropriate to attend meetings and business reviews

Benefits

Comprehensive medical, dental, vision, life, and disability coverages

Parental leave

Family benefits

Retirement contributions

Paid time off

Company

Zillow

Glassdoor

3.9

Zillow is an online real estate marketplace for finding and sharing information about homes, real estate, and mortgages. It is a sub-organization of Zillow Group.

Founded in 2005

Seattle, Washington, USA

5,001-10,000 employees

http://www.zillow.com

H1B Sponsorship

Zillow has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2023 (122)

2022 (219)

2021 (272)

2020 (238)