ActiveCampaign’s category-defining Customer Experience Automation Platform helps over 100,000 businesses in 170 countries meaningfully engage with their customers. The platform gives businesses of all sizes access to hundreds of pre-built automations that combine email marketing, marketing automation, CRM, and machine learning for powerful orchestration, segmentation and personalization across social, email, messaging, chat, and text. Over 70% of ActiveCampaign’s customers use its 300+ integrations including Shopify, Square, Facebook, Eventbrite, and Salesforce. ActiveCampaign scores higher in customer satisfaction than any other solution in both Marketing Automation and CRM All-In-One on G2.com.

As the fastest-growing SaaS company in Chicago, we are scaling rapidly to keep up with market demand. We are growing all of our teams and looking for people who share our values, deliver innovation frequently and join us in our mission to grow our customer base from 100,000 today to millions.

The Sr Manager, Workforce & Planning will take the lead on optimizing all aspects of workforce planning in a complex, omni-channel, global support environment. This will require identifying opportunities to enhance efficiency and leading pilot programs that identify new and innovative ways to improve team performance. This leader will be responsible for evolving our workforce management tools & programs and building accurate operational reporting capabilities. 

You’re a great match if you possess an inquiring mind, are detailed and analytically oriented, driven to positively impact our customer experience, and have the ability to thrive in a growing and transforming organization. The ideal candidate will have a strong command of workforce management methodologies as well as prior experience in a global customer service environment.

What your day could consist of:

• Develop and implement global staffing model, methodology, tools and reporting
• Oversee long and short range workforce forecasting for call center operations and participate in budget and hiring planning
• Analyze real-time workload requirements and contact routing to manage performance to service level requirements and maximize utilization of resources to meet targeted SLAs
• Drive queue management best practice initiatives globally and across work streams
• Oversee and manage agent scheduling and intraday workforce management and reporting
• Facilitate global team performance reviews with support leadership, provide thought leadership and develop metrics/tools to assist managers with day-to-day coaching of team.
• Engage with the broader contact center organization to drive a continuous optimization approach across WFM processes
• Engage with the broader organization to provide consultation and advice on special projects that impact the support workforce
• Analyze real-time and historical contact center performance and volume drivers to identify opportunities to improve performance
• Identify opportunities for improving support staffing, both offshore and onshore, external and in-house
• Identify and implement technology and tools for data-driven real-time staffing decisions
• Partner with senior leadership and finance team and coordinate volume projections; update and maintain budget models
• Lead and develop schedulers, and coordinators responsible for intraday decision support and scheduling

What is needed:

• BA/BS in an applicable discipline or equivalent relevant experience
• 10+ years of professional experience as it relates to workforce planning, customer support, and call center technology (ACD, IVR, WFM, Zendesk)
• Excellent analytical skills and detailed knowledge of excel
• Advanced experience building and analyzing models using various statistical tools for forecasting and scheduling optimization
• Superior written and verbal communication skillsAbility to work in fast-paced environment, with frequently changing priorities

Preferred Qualifications

• 2+ years experience managing workflow systems/teams in a global, complex, multi-skill call center environment
• Experience in BI reporting tools such as Looker
• Prior experience in SaaS, Software, or high-growth technology companies
• Experience working with global BPOs

ActiveCampaign is an employee-first culture. We take care of our employees at work and outside of work. We'll share all the details later on but in summary: comprehensive health and wellness benefits including no premiums for employees on our HSA plan, open time off plan, generous 401(k) matching with no vesting, education budgets, ongoing learning and development, a proactive approach to diversity and inclusion, career pathing and lots of swag.