Workforce manager job description

Arq Group changes the way businesses do business. From award winning mobile apps, cloud and analytical insights, to design thinking and digital marketing. We define, design and create products and solutions that solve problems, big and small. Arq Group are Australia's leading experts in Digital Solutions.

We create technology. We partner with our clients to solve problems others can't. We do this by hiring the best people out there!
What's the opportunity?
With record growth, we have created a Workforce Manager/Capability Ops Manager role to uplift and enhance the achievement of capability and organisational objectives by providing a dedicated focus on capability operations team activities encompassing resource utilisation, compliance activities, and planning ensuring a strong foundation for customer success

What you will be doing?
No day will be the same with new and emerging technology, people, and customers you will be supporting the daily delivery lifecycle across a broad. Operations focus with your remit spanning across people, project support, scheduling, reporting, timecards, and sales support.
Responsibilities Strategically resource teams to align with business needs Influence, lead and give insights on Resource Management nationally across the business Analyse gaps in pipeline to identify skills shortage and recruitment opportunities Develop and implement strategies on workforce planning, deployment, and talent management to actively support the objectives of the business Implement system hygiene within the organisation, understanding and communicating how all of the systems work together to drive key performance Leading the team through coaching and mentoring to people and teams Onboard new starters with the core skills of system use, understanding their individual skills, and set them up for success with regards to the use of the systems Identify challenges, opportunities and solutions Provide Management information to Leadership and the Finance & Operations Lead on key metrics including utilisation, demand generation, pipeline and forecasting
RequirementsResource planning and scheduling, or project management experience, within a corporate or professional services environment Prior experience in either Resource Management, Human Resources and /or Project Management.High level of cultural awareness and equally encourage a culturally safe work environment Demonstrated 2 -3 years' experience managing a small team Highly numerate and comfortable with analysing and interpreting data with a high degree of accuracy and the ability to draw high level business insights from the results Strong stakeholder management experience and ability to influence and negotiate with senior stakeholders across the business, commercially minded & logical thinker Ability to resolve conflict effectively, with a solution-focussed working style, and the ability to act as an escalation point within the business Plan and prioritise, be able to multitask and manage a significant workload under pressure and with a high level of personal resilience
About you
You are passionate about process with a strong eye for details. Do you look great wearing multiple hats? We are looking for someone who can bring order to the chaos whilst having fun along the way. You will shine if you can build strong relationships that work to influence outcomes whilst proactively working to continuously improve our systems and processes.

Arq Group is the dynamic space for smart thinkers. We create unforgettable experiences, solve complex challenges, and provide seamless, end-to-end solutions for businesses, big and small…. from design thinking to customer solutions, leading mobile, cloud and analytical insights, digital marketing, to web design. We are Australia's leading digital partner, powering the growth of businesses, big and small.

At Arq you'll find a true work-life balance. You'll be part of a sincere team that's all about diversity, equality, teamwork and mutual support. Sound like the place for you? Then tell us why you're the one for us.

At Arq we believe a diverse workforce supported by an inclusive culture is central to our success and we actively encourage applications from those who bring diversity of thought to our business. We support candidate requests for adjustment to accommodate an illness, injury or disability to equitably participate in the selection process.

ez Cater is the most trusted provider of corporate food solutions - a $300+ billion market in the US alone. ez Cater is purpose-built for business. ez Cater's corporate food platform and flexible, scalable food solutions allow organizations to centralize and track their food spend, and fulfill everything from daily employee meals to client meetings and company all-hands. ez Cater backs this up with business-grade, best-in-class, customer service and an unmatched nationwide footprint. We're backed by top investors including Insight, Iconiq, Lightspeed, GIC, SoftBank, and Quadrille, and had an up-round in December of 2021 when we were valued at $1.6 billion.

The Manager of Workforce Management position will be an integral part of the Customer Care and Operations Team. The Manager of Workforce Management will work closely with the leadership team to monitor, report and strategize on all things related to scheduling, capacity planning, forecasting, and efficiency - on-site and at our outsource partner centers. We are looking for a team player who will work with the other members of Leadership to help drive, document and measure processes, and constantly strive for improvement. Our ideal candidate has a great head for numbers, can pivot and respond to change quickly, and communicate needs and recommendations to the director and executive level.

The Manager will work with their team to drive staffing schedule optimization with a multi-skilled agent workforce, balancing our needs to manage multiple types/priorities of work. This will include working with their team to optimize Workforce Management processes, making recommendations to the leadership team on potential staffing opportunities/impacts, and tracking progress of any changes we try.

What you'll do:Lead, coach and develop a team of Workforce Management Analysts and Schedulers that perform long term, short term and intraday workforce management functions within ez Cater. Ensure capacity planning, forecasting and scheduling is in alignment with strategic business goals, and in connection with financial objectives. Communicate thoughtful insight and recommendations to the leadership team; provide the understanding needed to make operational decisions that lead to successful performance outcomes. Analyze, interpret and summarize complex data analysis related to service center staffing and planning.Conduct performance reviews with leadership team and stakeholders monthly, weekly or as appropriate. Ensure our short term forecast, intraday and scheduling functions reflect proactive and accurate planning to meet service level goals. Partner with internal and outsource people leaders to develop, coordinate and implement WFM related processes enhancing customer and/or agents experience.Partner with our Data Analytics team to ensure the quality of WFM reporting and insight provided to senior leaders.

What you have:5-7 years of experience managing a Workforce Management team, preferably in contact centers with at least 300 employees.1-2 years of project management and cross-functional collaboration experience a plus.Proven track record of strong relationship management with BPOs. Experience with Workforce Management software (scheduling, performance tracking, reporting), and optimizing inputs to increase accuracy. Extensive understanding of Workforce Management roles, including capacity planning, forecasting and scheduling. The ability to create and present content to varying levels of business partners. Demonstrated skills in complex problem solving, judgment, critical thinking and decision making.Results driven, detail-oriented, highly motivated and self starter with the ability to work independently and cohesively within a team. A passion for being creative and thinking outside the box in a fast paced, ever changing environment, in a culture that promotes flexibility.Proven ability to inspire others, and build enthusiasm for this integral function within our Customer Care and Operations organization.
***Starting Salary Range: $85,000 - $115,000***

*Please note: Final offer amounts are determined by multiple factors, including prior experience, expertise and region & may vary from the amount above. This range does not represent additional compensation benefits (such as equity, 401K or medical, dental or vision insurance).

ez Cater does not sponsor applicants for work visas or legal permanent residence.

What you'll get from us:
You'll get a terrifically compelling opportunity, in an environment of radical transparency, open access to all the data, and collaborative colleagues at every level of our organization. You'll also get sane working hours and great flexibility around work/life balance.

Have people in your life - of any age - who always, often, or sometimes need your help? We make room for that. Have a bad thing or a good thing happen to you? We make room for that, too.

Oh, and you'll get all this: Market salary, stock options that you'll help make worth a lot, the usual holidays, all-you-can-eat vacation, 401K with ez Cater match, health/dental/FSA, long-term disability insurance, remote-hybrid work from our awesome Boston or Denver offices OR your home OR a mixture of both home and office (you choose!), a tremendous amount of responsibility and autonomy, wicked awesome co-workers, cupcakes (and many more goodies) when you're in one of our offices, and knowing that you helped get this rocket ship to the moon.

ez Cater is an equal opportunity employer. We embrace humans of every background, appearance, race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, and disability status. At the same time, we do not employ jerks, even brilliant ones.

For information on how ez Cater collects and uses job applicants' personal information, please visit our Job Applicant Privacy Policy.

#LI-Remote
#BI-Remote

Forward is on a bold mission to make high-quality healthcare available to a billion people across the globe. We're building the world's most advanced healthcare platform from the ground up, combining hardware, software, and doctors under one roof.

Forward was founded in January 2016 by former executives and engineering leaders from Google and Uber. We are funded by some of the world's best investors and entrepreneurs, including Founder's Fund, Khosla Ventures, First Round Capital, Eric Schmidt (Google/Alphabet Chairman), Marc Benioff (Salesforce Founder), Joe Lonsdale (Palantir Founder), and Garrett Camp (Uber co-Founder).
Press and Videos:
Virtual Tour of Forward [YouTube]
"Health Moves Forward" [CEO Blog Post]
Series D Funding Funds Doctor-led Programs [TechCrunch]
Forward - What Quality Healthcare Should Look Like [Mashable]
Primary Care Start-ups Vying for 170B Market [Business Insider]
“The Pivot to Virtual Care” [Chief Medical Officer @ Stanford Medicine]
The Meaning of Trans Broken-Arm Syndrome [USA Today]

As a Senior Operations Manager on our Offsite Operations team, you'll have a key role in rebuilding our country's most important and most broken industry from first principles. More specifically, you will play an important role in helping our team hit aggressive member retention and economic goals as we deliver a consistent, high quality experience for our members.
You WillDrive the execution of our 24/7 remote workforces, who deliver customer support, telemedicine care, remote visit support and more.Own our metric evolution on our system performance across quality, speed, and cost.Support development of monthly, quarterly budgets and our execution plan to meet our targets.Partner with our senior analyst and build a team of operators to improve our monthly planning, task execution, task prioritization, task assignment, and pricing of tasks.Wear many hats - we need someone who can do many things well with little hand holding and can easily pivot as priorities shift.Work with cross functional teams of product managers, designers, doctors, 3rd party providers, and other operators to build consistently world class experiences around our clinical programs Process improvement - we're growing fast and have lots to build along the way. We're looking for someone who will develop new processes to optimize work flows and make operations more efficient
You AreImpact-driven. You care about your impact upon the world. That means more building and less talking as you're working toward something that has a chance to change people's lives.Analytical. You have a strong analytical foundation and are comfortable with leading our vision.Detail Focused. We're building an advanced system to solve member issues and you are excited to chase down opportunities to improve our system execution User-obsessed. You are deeply empathetic, constantly putting yourself in the shoes of our members.A Problem Solver - You've solved ambiguous and analytically complex problems, and are always looking for a new challenge.Process-oriented - You have exceptional organizational skills and enjoy building scalable operational processes.
Minimum QualificationsBachelor's degree Experience with data access tools (e.g. Looker, SQL) required8+ years of experience in operations, product or engineering2+ years experience managing in a fast-paced setting Experience managing to metrics and executing to move them Experience going deep into complex systems to surface issues and rallying support to address them
Preferred QualificationsSTEM degrees preferred Startup experience helpful

WHY JOIN FORWARD?

We don't want to just move dollars around the healthcare industry - we want to rebuild it and fix it. All of it. You'd be a major part of the story behind one of the most ambitious startup attempts of the past decade and you'd work with a team of people who want to use their talents for good.

Our Commitment to Diversity and Inclusion: We deeply understand the value of bringing together a team with different perspectives, educational backgrounds, and life experiences, and we prioritize diversity within our team. We encourage people from underrepresented backgrounds to apply.

We are an equal opportunity employer. In accordance with anti-discrimination law, it is the purpose of this policy to effectuate these principles and mandates. We prohibit discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. We conform to the spirit as well as to the letter of all applicable laws and regulations. Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, we will consider for employment qualified applicants with arrest and conviction records.