Workforce Management Analyst

About this role

As Faire’s global footprint grows dramatically, we’re looking for a dynamic Workforce Manager (WFM), to bring their industry expertise to plan, build, and scale a dedicated workforce management function. Our CX and operations teams use a combination of Vendor Partners and Faire employees to ensure that the Brands that supply products to our platform and the Retailers that purchase them are each supported and cared for in a way that both are successful. For WFM, this means making sure that the right people are in place at the right time, doing the work they’re best equipped to do.

The right candidate will scale WFM across all of Faire’s operations teams. They will create an Operating System that is both repeatable and reproducible; owning the capacity plans that include short term and long term forecasts, agent scheduling, and Real-Time Adherence (RTA). The results of your efforts will bring together our global teams into one unified network, delivering the highest quality support, at the right times, at the lowest possible cost.

To achieve this, the Workforce Manager will work closely with our Operations leaders, and vendor partners. Fundamental to their success will be their expertise in gathering, using, and delivering data which will drive the WFM OS. This role will require a clear vision and understanding of what a world-class WFM team looks like and will be engaged to build it from Day 1.

What you’ll do

• Lead Faire’s WFM function primarily for our CX team, supporting other operations teams like Risk or Marketplace Operations as needed
• Manage capacity planning models including owning the short-term and long-term locked forecasting process across multiple Ops teams
• Lead capacity reviews with Ops leadership. Reviews should be optimized to result in actionable takeaways for leadership & inform cross-functional
• Own agent scheduling & real-time adherence processes to further optimize the support network
• Drive recommendation with tech & operations on why (or why not) Faire should implement scheduling software and other WFM tools
• Work cross-functionally to identify areas of opportunity for Faire to improve its business by understanding our customers needs
• Partner with strategy, analytics, operations, and enablement teams to incorporate new initiatives, processes, and policies into forecasts

Qualifications

• 5-7 years of experience in Workforce Management - with demonstrated expertise in Forecasting, Scheduling, and Real-time adherence
• Excellent written and verbal communicator
• Ability to build and maintain scalable financial models and capacity plans
• Ability to use data and understanding of Faire’s business dynamics to inform key operational decisions and WFM improvements
• Ability to balance competing priorities with proven record of delivering results at a fast-paced technology company
• Demonstrate ability to drive operational efficiency and quality improvement initiatives
• Expertise with business analysis and proficiency in Excel and SQL

Salary Range

New York: the pay range for this role is $100,000 - $137,500 per year.

This role will also be eligible for equity and benefits. Actual base pay will be determined based on permissible factors such as transferable skills, work experience, market demands, and primary work location. The base pay range provided is subject to change and may be modified in the future.