Cx Workforce Planning Lead

Whisker is the maker of Litter-Robot, Feeder-Robot, and Litterbox.com. At Whisker, we believe pet parenthood can always get better.

As leading innovators in pet tech and refined pet accessories, we work tirelessly to solve problems and deliver smarter insights for pet parents while enriching the lives of pets. Whether it’s a self-cleaning litter box that automates scooping, an automatic feeder that helps pets develop healthier eating habits, or a modern cat tree that delights both humans and felines, we strive to deliver better solutions for consumers while transforming pet care along the way. To us, having a pet is the best thing ever. At Whisker, life together just keeps getting better.

Whisker is based in Auburn Hills, Michigan and Juneau, Wisconsin with 500+ passionate team members.

Summary:

The CX Workforce Planning Lead will evaluate call, email and chat traffic, team member time off, event scheduling and forecast interaction volume to drive staffing models, skill distribution, performance management and setting KPI metrics. They will work closely with the Quality Assurance and CX Leadership team to ensure compliance with company utilization standards on all contact channels while monitoring key performance metrics to improve service delivery.

What You'll Do:

This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities as deemed necessary.

• Develops and implements staffing models to ensure optimal resource allocation
• Analyzes conversation arrival patterns and makes data-driven choices to enhance team schedules and improve service levels
• Evaluates and reduces shrinkage factors that lead to lower agent and supervisor utilization
• Partners with supervisors and managers to work directly with CX specialists to improve their occupancy
• Works closely with CX Product Manager to configure CCaaS technology to maximize efficiency and effectiveness with self-service tools and volume mitigation strategies
• Helps drive intraday resource allocation to balance resources among synchronous and asynchronous channels
• Quantify hours worked by team and use budget guidelines to propose staffing changes
• Partner with BI to develop reporting cadences that provide clarity into performance, utilization, trends, and cost
• Able to act as a backup for supervisors during periods of unexpected high-volume days
• Develops policies that impact workforce positively and works with operational staff to ensure communication and adherence of these policies and procedures
• Builds forecasting models based on known variables that will impact inbound volume as well as historical data
• Escalates contact center interruption to appropriate work groups and management in a timely manner
• Approves time off to ensure appropriate resource balancing during Holidays or other high-volume periods of commerce
• Documents and builds processes and protocols for best practices within the confines of our contact center strategy
• Makes recommendations to expand hours of operation based on historical data and consumer insights
• Performs other duties as assigned

What You'll Bring:

• BA/BS in Business, Data, Analytics and/or equivalent experience
• 5+ years of WFM experience in a contact center environment
• Experience working with contact center and workforce management technologies
• Strong analytical skills with the ability to interpret data and make informed decisions
• Familiarity with call arrival patterns and scheduling optimization
• Experience managing and configuring phone technology systems, preferably with Dixa or similar cloud-based CCaaS platforms
• Experience monitoring intraday performance to maximize efficiency; alerting managers when anomalies are observed and helping take corrective action
• Ability to thrive in a fast-paced and dynamic startup environment
• Strong knowledge of the Workforce Management field and corresponding best practices
• Strong critical thinking skills with the ability to apply discretion and sound judgment to solve problems efficiently and effectively
• Ability to drive consistency in a hybrid and remote work environment for Whisker and BPO employees
• Ability to drive results and balance management of organizational risk and meeting goals of the business
• Strong leadership skills with ability to motivate team members and foster a positive team environment that gives way to collaboration and unified goals
• Outstanding interpersonal and relationship building skills with the ability to effectively communicate with all levels of the company, clearly expressing ideas and concepts both written and verbally
• Ability to remain adaptable and resilient to all situations with an optimistic outlook and cast a positive shadow that is aligned with our culture and Core Values
• Strong understanding of Workforce Forecasting, Scheduling and Utilization
• Proficient in Google Docs and Sheets or similar software

Benefits & Purrks: Join a tenacious, inventive company that empowers team members to chart their own path, lead by grounding decisions in the “why”, and has a strong sense of empathy and openness to new perspectives. Be a part of exciting growth, work with incredible people, and create tomorrow’s pet products—plus a whole lot of extras. You will also be provided with:

• Premium Medical/Dental/Vision insurance
• Life Insurance
• PTO
• 14 Paid Holidays
• Paid Parental Leave
• 401K with 4% Match
• Flexible Work Arrangements
• Top of the line equipment
• Life Insurance
• Supplemental Pet Insurance

Statement of Inclusivity: We believe different perspectives make Whisker better and strive to create a place where everyone has equal opportunities to thrive. Please ensure to regularly check your email spam folder for any communication from Whisker to avoid missing important updates regarding your application status. #onsite1