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Workforce Management Supervisor

Draper, Utah Requisition Number R0034053 Division StubHub

At StubHub, our mission is to bring the joy of live to fans globally. We’re the world's largest ticket marketplace, and we make sure that the events where you want to be are never sold out.

The Role

We are looking for an ambitious leader to help drive the success of our high performing Workforce Management team. This team is responsible for planning, forecasting, scheduling and real time resource management of in-center and remote employees. The ideal candidate will have excellent communication skills to cultivate relationships with internal and external partners. This person will continue to develop and motivate their team through regular coaching and feedback that leads to improved results that support the overall operations of the business.

Responsibilities

Ensure monthly, weekly, daily and interval level cost and service level targets are consistently met ensuring optimal scheduling efficiency

Develop WFO score boards and score cards for each center, department, and team member ensuring proper tracking toward operational and WFO goals

Lead the scheduling and Workforce Optimization reporting and analytical processes to ensure adequate and proper coverage for respective site and up to twenty-four by seven hour operation

Run the real-time staff Optimization and real-time agent schedule compliance (schedule adherence) ensuring all cost, service level, and operational targets are being met

Handle the business continuity processes ensuring proper information is collected and raised to the proper teams

Ensure Operational WFO Teams are adequately staffed to support operational teams during their hours of operation

Onboarding of new hires in Genesys, and WFO tools, increasing awareness of WFO education, processes and procedures, and tool adoption

Lead projects and initiatives for WFO enabling the achievement of key road map strategic initiatives

Ensure all WFO team members have a Personal Development Plan that aligns with their career path goals and objectives

Ensure team members have quarterly evaluations completed ensuring they clearly know and understand their progress toward KPOs, goals, and/or department objectives

Ensure team members are collaborating cross functionally to optimize the balance between costs, service levels, and operational metrics

Requirements

Education

  • Bachelor’s degree in a business related field or equivalent experience in planning, statistical analysis, and problem solving

Experience

  • 4-6 years business experience with experience in Workforce Management or contact center operations, forecasting and planning, data analysis and problem solving
  • 2-3 years of Supervisory or team leader experience, preferably in Workforce Management or contact center operations

Technicalskills and Knowledge

  • Knowledge and understanding of Workforce Management and contact center methodology which includes an understanding of planning, scheduling, and reporting and analytics
  • Understanding of Workforce Management principles preferably in Genesys WFM software, or other WFM software
  • Computer skills with an emphasis in MS Excel and MS Access, Smart-sheet knowledge is a plus
  • Proven analytics experience with problem solving; including root cause analysis
  • Basic understanding of telecommunications to include terminology, definitions, telecom cost structure, and ACD reporting

Benefits

  • Health, Vision and Dental Coverage from Day 1
  • $200 StubHub Credit Per Year
  • Continued Career Development & Opportunity
  • Incredible culture and laid back atmosphere
  • Flex Spending
  • Pet Insurance
  • 16+ Days of Paid Time Off
  • Adoption and Infertility Assistance
  • Parental, Maternity and Family Care Leave
  • Employee Stock Purchase Plans
  • 401(k) and Retirement Plans
  • Life Insurance
  • Disability Benefits
  • Paid Sabbatical Every 5 Years
  • 24 Hour Gym
  • Wellness Programs
  • Employee Discounts

Are you interested in joining an ambitious and close-knit team dedicated to solving meaningful customer problems? Your work will have a significant impact on the business, and help spread the joy of concerts, theater, and sports around the world.

We love creating opportunities for others by connecting people from widely diverse backgrounds, perspectives, and geographies. So, being diverse and inclusive isn’t just something we strive for, it is who we are, and part of what we do each and every single day. We want to ensure that as an employee, you feel eBay is a place where, no matter who you are, you feel safe, included, and that you have the opportunity to bring your unique self to work. To learn about our Diversity & Inclusion click here: https://www.ebayinc.com/our-company/diversity-inclusion/.

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eBay Inc. is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status.  If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talent@ebay.com.  We will make every effort to respond to your request for disability assistance as soon as possible.

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eBay Inc. is an equal opportunity employer, dedicated to workforce diversity. All qualified applicants will receive consideration for employment without regard to their protected veteran status and will not be discriminated against on the basis of disability or long term unemployment circumstances. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at globaltalentacquisition@ebay.com. We will make every effort to respond to your request for disability assistance as soon as possible.

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