Capacity Planning Manager

Turo is the world's largest car sharing marketplace where you can book the perfect car for wherever you're going from a vibrant community of trusted hosts across the US, UK, Canada, Australia, and France. Whether you're flying in from afar or looking for a car down the street, searching for a rugged truck or something smooth and swanky, Turo puts you in the driver's seat of an extraordinary selection of cars shared by local hosts.

About the team

We're a supportive, down-to-earth, fun team of operators who work closely with designers, researchers, data analysts, product managers, engineers, and other cross-functional peers to create enjoyable user experiences. We're fully committed to the belief that every customer touchpoint is an opportunity to strengthen a relationship, and to build the Turo brand, no matter the channel or issue at hand.

We're looking for an energetic and enthusiastic individual to be our first dedicated Capacity Planning Manager for our contact center operations supporting various channels 7x24. You are excited by providing an amazing customer experience and about using data to drive workforce management initiatives and activities with partners..

The CX Ops Workforce & Capacity Planning Manager will be responsible for taking our effort to the next level including implementing the tools and processes necessary to do so. This role will work closely with Analytics and Finance teams and will own all phases of demand forecasting, budget, and labor scheduling. The CX Ops Workforce & Capacity Planning Manager will partner with the Product team and other members of the Customer Experience (CX) team to optimize and improve the experience of our community and advocates. The ideal candidate will be analytically driven, innovative, collaborative, and passionate about workforce management, customer support operations, and optimization. This is an exciting opportunity to develop and to test different forecasting methodologies to improve forecast accuracy and build analytical tools to ensure balanced SLA across all channels and intervals.

You'll report to the Director, Vendor Management and will work closely with Analytics and Finance teams owning all phases of capacity forecasting and budgeting.  If necessary, you will roll up your sleeves and assist the front line while simultaneously thinking of how to improve the process.

What you will do

• Evolve and maintain forecasting models, tools, and processes across all customer support channels and lines of business
• Own long, mid, and short term planning cycles for a global 24x7 network of agents (live chat, phone, email, social media) and meet regularly with stakeholders to align on method and desired outcomes
• Monitor and assess service level performance against expectations and adjust if necessary, sometimes in real time
• Build forecast models and scenarios to support product initiatives. Provide analysis to assess and mitigate risk associated with the scenarios.
• Lead long-term forecasting, in close partnership with Finance and Analytics, for budgeting that incorporates planned efficiency and/or contact reduction initiatives
• Partner with the operations team and contact centers to ensure planned to required FTE delivery is met
• Own and execute against initiatives to support our WFM strategy, including tools and reporting

Your profile 

• 6+ years experience in workforce planning for contact center operations understanding interrelationships of volumes, handle times, service level requirements, staffing and scheduling across multiple channels (phone, chat, backoffice) in a 7x24 environment
• Bachelor degree or equivalent experience
• A strong technical, quantitative, and analytical aptitude, with the ability to learn and navigate across multiple systems
• Excellent verbal and written skills, with the ability to effectively and accurately convey complex concepts in a simplified manner
• Ability to synthesize disparate information quickly to develop a succinct, accurate summary of the opportunity/need. Comfortable with recommending the long-term strategy and then executing it, digging deep into the details
• Strong stakeholder management skills; ability to strategically align and get buy ins from business partners and hold them accountable
• Willingness to occasionally work weekends, if required

Bonus skills

• Experience with WFM software configuration and administration
• Moderate to advanced skills with Microsoft Excel
• Google suite product knowledge (Docs, Sheets, Gmail) 
• Experience working in or with trust and safety, claims, or sales teams
• Involvement in a start-up organization, especially tech
• Experience leading process re-engineering and operational excellence projects
• Driven to meet and exceed goals and expectations
• Exposure working in a cross functional, multi geography setup

The Phoenix base salary target range for this full-time position is $93,000-$104,000 + equity + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position in this location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your work location during the hiring process.
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