Snapsheet
We make Insurance simple, for everyone.
Chicago, IL

Workforce Manager - Contact Center

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As a Workforce Manager, you are a data-driven, analytical mastermind. You know that within the data, there is always a solution and you plan to be the one to find it. You thrive in ever-evolving contact center environments where there are always new and exciting challenges to meet.

You, as a Workforce Manager at Snapsheet, are driven by a natural curiosity and a passion for ensuring optimization of any workforce you interact with. You understand that the development of the best success metrics, tools, labor modeling, and workforce processes will lead to the overall success of any customer-focused organization, and ultimately improves Snapsheet’s relationships with clients and internal stakeholders alike.

You are a confident self-starter, with a wealth of knowledge about contact center calculations. You are able to find trends, correlations in data sets to improve forecasts, and the ability to build processes and metrics from end-to-end. Armed with data, you are prepared to challenge the status quo and explore when and where the most impactful changes should occur within our business model.

Sound like you? Keep reading for more detail.

RESPONSIBILITIES:

Analytics

  • Responsible for monitoring Intra-day work volume, real-time staffing, average handle time, Schedule adherence of Team and Floor
  • Analyze historical trends and future projections to create forecasting, scheduling and headcount plans.
  • Select and implement the new Workforce Management tool to meet contact center needs in the immediate and at scale
  • Ensure accuracy of forecast by monitoring the performance of the capacity plan on all key drivers quantifying their impacts on service level each month: work volume forecast, average handling time, load factors, attrition, FCR, queue balancing mechanism.
  • Provide inputs (data analysis, reporting, budgeting forecast, etc.) to take the most relevant decisions regarding structuring topics: recruitments, facilities management, organization and scale strategy.

Driver

  • Provide all business partners within Customer Success org with recommendations to typical challenges encountered in our environment: call routing, ACD, shiftplanning, handle times and throughput management, etc.
  • Experience and comfort driving business process and employee behavior changes needed to achieve workforce management goals and hit company targets
  • Training and development of Workforce Analyst
  • Identifying areas of concerns and opportunities for performance improvements
  • Implementing and managing business changes based on data-driven analytics

REQUIREMENTS:

  • Minimum of 5 years of experience in workforce management
  • Capacity to work in a constantly changing environment with evolving expectations and up-to-the-minute changes
  • Experience in forecasting, scheduling and planning, and knowledge of telephony systems is essential
  • People management skills and the ability to train others
  • Strong service orientation and strong business acumen
  • Adept at summarizing large and complex amounts of information
  • Solid knowledge of Google suite, Microsoft Office software (Excel advance) & ability to quickly learn internal tools
  • Excellent written and verbal communication skills
  • Previous experience in workforce management tools (Blue Pumpkin, IEX, Aspect, Etc) is strongly preferred
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What are Snapsheet Perks + Benefits

Snapsheet Benefits Overview

Snapsheet promotes employees’ well-being with competitive compensation and benefits packages that include generous paid time-off, flexible scheduling, remote opportunities, parental leave and a 401K match program. Through Snapsheet’s annual company survey, we are able to keep a pulse on the benefits most important to employees and pivot where needed.

Culture
Volunteer in local community
Snapsheet hosts and participates in charitable events and volunteer opportunities throughout the year. In addition, each employee can take a day to give back to their community in their own way.
Partners with nonprofits
Snapsheet partners with Non Profits such as Gift Giving with Hunter Perkins Elementary School for the holiday season, Make-A-Wish Walk For Wishes and local Food Drives.
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Employee resource groups
Employee-led culture committees
Employee awards
Flexible work schedule
Our core hours are 9:00 AM CT - 5:00 PM CT, but we understand that things happen and encourage our employees to chat with their manager to allow for flexibility.
Remote work program
Our estimators and estimating managers work from home all across the country. At HQ, employees have the opportunity to work from home if it makes sense for their role/team.
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
FSA allows you to save up to 30% on your eligible healthcare and/or dependent care expenses every year.
Disability insurance
Employees can elect to enroll in Voluntary Life Insurance, Short Term Disability and/or Long Term Disability.
Dental insurance
Snapsheet offers a free dental plan along with a more robust paid plan.
Vision insurance
Snapsheet offers a free vision plan along with a more robust paid plan.
Health insurance
Snapsheet offers two PPO plans and an HMO through BCBS. Additional offerings include domestic partner coverage and up to 6 infertility treatments.
Life insurance
Wellness programs
Annually we offer a wellness week as a jumpstart for employees to make healthy choices in their everyday life. Employees can catch some vitamin D on our beautiful rooftop or relax in our nap room.
Mental health benefits
Transgender health care benefits
Financial & Retirement
401(K)
Our 401(K) plan offers a broad selection of stocks, bonds and international index funds to choose from as well as Target Date Funds for those who prefer a simplified, age-based investment solution.
401(K) matching
Snapsheet will match 100% of the first 3% of compensation and 50% of the next 2% of compensation. For example, if an employee contributes 5% of their salary they will receive a 4% match from Snapsheet
Company equity
Charitable contribution matching
Child Care & Parental Leave Benefits
Generous parental leave
Our Baby On Board Program includes a nesting work from home period, paid parental leave, and a flex back period to help return from leave.
Family medical leave
Snapsheet offers up to 12 weeks of unpaid, job-protected leave per year, as well as maintained health benefits, for any employee eligible under the Family and Medical Leave Act (FMLA).
Return-to-work program post parental leave
Our Baby On Board Program includes a nesting work from home period, paid parental leave, and a flex back period to help return from leave.
Fertility benefits
Vacation & Time Off Benefits
Unlimited vacation policy
Exempt employees have unlimited vacation time so they can take as many days as they need, providing it is approved by their manager.
Generous PTO
Non-exempt employees start with 10 days of paid time until they reach their 1-year anniversary when it increases to 15 days. At year 3, employees are eligible for 18 days of PTO.
Paid volunteer time
Each employee receives an extra day to take the time to give back to their community.
Paid holidays
Snapsheet offers employees 7.5 days of holiday pay to observe all major holidays.
Paid sick days
Snapsheet offers 7.5 sick days to employees.
Floating holidays
Bereavement leave benefits
Office Perks
Commuter benefits
Snapsheet offers pre-tax transit and parking benefits including Ventra, Metra, and ParkChek Pre-Tax Programs. We also provide discount parking with Parkwhiz.
Company-sponsored outings
We believe it’s important to take time out to celebrate as a team, whether it be quarterly team outings, the company-wide summer picnic or the annual holiday party.
Free snacks and drinks
Snapsheet has two fully stocked kitchens including unlimited snacks, cereal, coffee, tea, soda and of course la croix.
Some meals provided
Company-sponsored happy hours
Snapsheet has weekly happy hours every Friday. Employees are encouraged to head into the kitchen to enjoy chatting with their coworkers over a beer or glass of wine.
Recreational clubs
Snapsheet sponsors office sport leagues year round including bowling, kickball, and beach volleyball.
Home-office stipend for remote employees
Meditation space
Mother's room
Onsite gym
Our new in-building gym is available to employees before, after, and during work. The gym offers top-notch equipment and a variety of workout classes from yoga to kick-boxing.
Professional Development Benefits
Job training & conferences
Snapsheet offers a wide range of training programs to all employees including management and leadership development.
Lunch and learns
At monthly Snippets we deep dive into each department, quarterly town-halls keep everyone in the know, and breakfasts with execs allow employees a chance to ask questions to leadership in small groups
Promote from within
Mentorship program
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Paid industry certifications
Personal development training

Additional Perks + Benefits

At Snapsheet, we keep our perks & benefits useful and simple because what matters most to us is creating a work environment where our people feel empowered to create, build and innovate. We think the biggest perk to working at Snapsheet is that cultivating an inclusive and supportive work environment for all is our top priority. At Snapsheet we have made a commitment, The Snapsheet Promise, to “create a working culture that respects the differences among colleagues and encourages individuals to contribute their best within an environment that is inclusive, open, flexible and fair….” We launched the Snapsheet Promise with an executive workshop for managers and an Unconscious Bias training for employees. To ensure everyone has a say in Diversity & Inclusion, Snapsheet created an employee run D&I Committee, which develops and drives initiatives to educate, celebrate and recognize employees from all walks of life.

Every single employee is encouraged to contribute to Snapsheet’s future. We give employees the tools to make an impact from sharing ideas at breakfasts with Executives, to living values that urge action and creativity, employees take pride in knowing they make an impact.

We promote employees’ well-being with competitive compensation and benefits packages that include generous paid time-off, flexible scheduling, remote opportunities, parental leave and a 401K match program. Through our annual company survey, we keep a pulse on the benefits most important to employees and pivot where needed. We foster a team-oriented community by offering various social opportunities.

The spirit of hard work and empathy go beyond the walls of the office, as our Community Outreach Committee drives initiatives that positively impact local and global communities. From an annual canned food drive, to a company bike-a-thon to support autism research, we encourage employees to volunteer on a regular basis. Beyond the local community, we developed a partnership with Ignite, sending three employees to a developing country every year to give employees experiences that blend cultural immersion, community engagement and adventure.

At Snapsheet we believe that no matter the process, it can be improved until it makes life easier. Through a supportive work environment and philanthropic outreach, we will continue working to make the world better - starting from inside the office.

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