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Instacart

Allows customers to order groceries from their favorite local stores and have them delivered instantly.

Workforce Manager
San Francisco, CA, US
Job Description / Skills Required

Every few years, a company emerges and transforms an industry. Instacart been leading the evolution of a $800B retail market, and redefining how people shop for groceries. In a few short years we've launched same-day delivery in nearly 150 major US markets, provided flexible work to tens of thousands of Personal Shoppers on our platform, and have sold and delivered more than $1B in grocery products.



The Community Operations team is focused on supporting our broad ecosystem of customers, shoppers, retailers, and internal stakeholders through direct support and scalable solutions. We are a service-centric and analytics-driven team that thinks upstream to implement solutions that delight our community, improve performance, and scale through better automation, process and product experience.



As the Workforce Manager, you will be responsible for defining, building and managing our global forecasting, workforce planning, and staffing processes across our internal and outsourced contact center network. This is a exciting opportunity to join a early stage, and rapidly growing team.

Core Responsibilities


Build Instacart's Community Operations forecasting, scheduling and hire plan management by first selecting a WFM solution that meets our requirements

Establish a statistical baseline forecast model for each line of business

Build contact center staffing and network optimization strategies for a multi-site, global network of internal and outsourced customer service representatives

Partner with finance and business teams to understand contact volume drivers, and incorporate inputs into forecasting and planning

Oversee the execution of hiring plans

Identify and research service level risks for problem resolution and management notification

Effectively forecast and account for growth due to seasonal variations, weather, special events and promotions

Implement, oversee and maintain the Workforce Management (WFM) Platform utilized for forecasting and scheduling

Define and implement Workforce Management policies and procedures

Drive quality management and continuous improvement in the areas of capacity planning, resource management and contact center operations to enable efficient and streamlined execution of the forecasting, planning and scheduling work

Establishes team goals, measures team performance and ensures that performance management responsibilities are executed, including communication, performance monitoring, documentation and coaching




What You’ll Need

Minimum 5 years leading a large scale, contact center operations function and in-depth expertise in contact center forecasting, scheduling and capacity planning

Experience selecting, implementing, and utilizing industry-accepted workforce planning software/applications such as Aspect, Blue Pumpkin, Verint and Genesys

In-depth understanding of integrated workforce management and quality assurance tools working in tandem with a robust Customer Relationship Management application and telephony systems

Strategic planning, business planning and budget development experience

Strong analytical, operational and technical competencies, with extensive experience at presenting data and complex analyses

Experience presenting reports, forecasts, trends and recommendations to senior management levels

Strong communication, reading comprehension, and writing skills



What We'll Set You Up With

Talented and collaborative coworkers who will both push and support you
Market competitive salary and equity
Medical, dental, vision benefits and 401(k) retirement plan
Take what you need vacation (and we really mean it)
16 weeks maternity leave / 8 weeks paternity leave so you can truly bond with your child
Complimentary Instacart Express membership — so you can use our product without paying a delivery fee