Director, Workforce Planning

Help empower our global customers to connect to culture through their passions.

About The Role

We are currently seeking a motivated, customer-oriented Director, Workforce Planning to join our team to begin an exciting and challenging career with StockX.com. This position is responsible for designing and implementing workforce processes for a global, multi-country, highly flexible, internal and outsourced, hyper-growth young company. S/he will experience a wide range of problem-solving situations, strategic to real-time, requiring extensive use of data collection and analysis. The ideal candidate will have a strong command of workforce management software solutions, as well as prior experience in a global customer service environment.

What You'll Do

The Director, Workforce Planning will serve as a senior leader in our Global Customer Service team, have a number of critical responsibilities focused on developing a long-term strategic vision of StockX workforce management, and report directly to the Head of Global Customer Service.

• Work closely with CS leadership to create and execute call center growth strategies.
• Continuously introduce cutting-edge innovations from the industry.
• Have a continuous improvement mindset of critically evaluating existing processes to find operational efficiencies.
• Lead and develop a team of workforce management and capacity planning personnel responsible for global contact volume forecasting, capacity planning, telephony administration, workflow and planning reporting, agent scheduling and local intraday workforce management.
• Personally own the global capacity plan to ensure proper service levels for each language and market as well as deliver on budget. 
• Handle all performance management and other administrative tasks for your team.
• Support global capacity planning needs by managing short and long-term forecast process, developing staffing plans and leading weekly capacity planning meetings
• Oversee intraday management of scheduling procedures, analyze real-time workload requirements and call routing to manage performance to service level requirements and maximize the utilization of resources.
• Assess workforce management and ACD tools to implement the appropriate solution for our business.
• Develop contingency plans, direct activities during problem resolution efforts and participate in post-resolution analysis of projects providing input for future process improvements.
• Oversee proactive scheduling of discretionary activities such as training, meetings, overtime and VTO.
• Develop and drive strategies and programs which improve the competitive position and profitability of the organization.
• Develop and maintain reporting and information for the CS operations team to manage performance
• Perform other duties and assignments as directed.

About You

• Bachelor’s degree in a quantitative field (engineering, finance, economics, math, statistics) or degree in a related field (i.e., Business Management)
• 7+ years successful experience in operations with demonstrated progressively increasing responsibility, and 5+ years’ experience managing workflow systems/teams.
• Experienced leader with a proven track record of developing and growing a team.
• Advanced experience building and analyzing models using various statistical tools for forecasting and scheduling optimization.
• Extensive knowledge of call center technology (ACD, IVR, WFM).
• Advanced knowledge of Excel, strong verbal and presentation skills, and the ability to motivate and inspire large groups of people are a must.
• Independent thinker capable of taking initiative and working with minimal direction.
• Strong analytical, reasoning and problem-solving skills.
• Strong organizational and time management skills, ability to prioritize multiple assignments and ability to deal with ambiguity.
• Strong commitment to exceptional customer experience, and a high level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environment.
• Ability to work a flexible schedule to meet business needs of a 24x7 operation.

Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.

Pursuant to the various pay transparency laws/acts, the base salary range is $170,000 to $200,000 plus opportunities for benefits (e.g., medical, dental), equity and discretionary bonuses. Compensation is dependent