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