About Us

We all love what we do, and we all love doing it together, because we demand the best people to make the best Venmo.

Venmo was founded on the principles of breaking down the foreboding walls of financial transactions to make them intuitive and even fun with friends. And it worked, people love sending money with Venmo.

But we’re not done. We want to take that magic of sending money with Venmo and cascade it into every place you use your money. We want to connect the people of the world with their money, in an intuitive way, then connect them with each other in a genuine way.

All that’s going to take a lot of figuring out. Let’s figure it out together.

Workforce Management Lead

Are you someone who loves digging into the details and plotting a course for success? Do you love raising the bar for customer service, and interacting with great teammates? Yes, then we may have the role for you. Venmo is looking for a Workforce Management Lead for Customer Support. The ideal candidate will have experience working with Aspect workforce management software, knowledge of forecasting and scheduling as well as managing Service Levels and KPIs. This position requires creative thinking and a willingness to do things differently. This Lead will enhance team efficiency, consistency, and service to ensure a world-class customer experience.

Responsibilities:

• Enhance our current Customer Support coverage
• Work within Aspect software to Forecast, Schedule and real time manage multiple channels and sites
• Forecast for all contact channels across multi-site locations both real time and future forecasting
• Assist with head-count modeling
• Maintain intraday reforecasting
• Create a positive team environment by working closely with Specialists, Customer Support Leads, Managers and Trainers
• Monitor contact volume for multiple queues and adjust scheduling plans to meet service levels
• Coordinate and communicate same day staff adjustments as needed
• Adjust schedules to address team meetings, training, one on ones, meal breaks, and weekend rotations to provide proper chat, phone, and email coverage if/when necessary
• Assist with time off requests and shift trades
• Respond to requests from Leads for scheduling changes and address staffing issues
• Identify the need to solicit extra hours and/or voluntary time-off and communicate with operations team
• Track and analyze call, chat and email service levels daily for multiple locations
• Monitor intraday staffing and address changes in volume, call-offs, etc.
• Maintain records of all historical volume data across all contact channels
• Other duties and assignments as directed

Qualifications:

• Bachelor’s degree preferred
• 2+ years of customer service experience
• 2+ years Aspect WFM software experience preferably with Aspect VIA
• WFM scheduling and forecasting experience
• Strong organizational skills, attention to detail and excellent follow-through
• High emotional intelligence, a can-do mentality and a creative approach to problem solving
• Ability to multi-task and work well under pressure to meet deadlines
• Outstanding written, verbal, interpersonal communication skills
• Proficient with MS Excel
• Strong mathematical, analytical and reporting skills
• Payments industry experience is a plus

We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates. Please don't hesitate to apply.