We’re looking for a Team Lead, Workforce Management to help oversee and lead our Workforce Management team. Reporting to the Senior Manager, you’ll be working closely with your team of Workforce Management Intraday and Data Analyst(s) to support the delivery and execution of our workforce management practices and data analytics across Hootsuite’s global Customer Support Team.

WHAT YOU’LL DO

Support, mentor and coach the global team through regular one-on-ones while providing ongoing guidance and subject matter expertise as it relates to workforce management tools, technology, methodology and workflows
Lead comprehensive Cadence review conversations to discuss committed goals specific to individual contributions, capabilities and career development opportunities throughout the year
Review, design, and help implement new workforce management best practices, workflows and standard operating procedures to drive operational efficiency and improve customer experience (internal and external)
Help monitor, manage, and administer Customer Support technology platforms and tools to ensure operational effectiveness - including user access governance, system configuration, problem resolution, and regular meeting attendance with key technology vendor partners
Gather, analyze, and process relevant Customer Support data to help administer regularly recurring operational reports used for a variety of business use cases - including performance statistics, corporate, regional and global reporting, staffing level forecasting (regionally and globally), capacity planning, costing models, incentive program payout and budgeting
Act as a back up to our Data Analyst to help prepare, publish and deliver regular business insights and key performance metric results, while identifying potential issues and trends at a global level
Participate in our quarterly OKR process, helping own or assist with projects/initiatives that require workforce management or data analytics support
Partner and collaborate with the Customer Support extended Leadership team, Management Team, and other Hootsuite internal stakeholders to help deliver against cross functional business or team initiatives
Perform other related duties as assigned

WHAT YOU’LL NEED

Minimum 5-8 years of experience within a customer support operations center, workforce management, people management, and statistical expertise is required. Experience in a complex global SaaS environment is preferred.
Extensive experience in workforce management platforms, concepts, such as staffing, scheduling, and attendance administration with proven experience in developing and designing forecasting, planning, and analytical models
Strong proficiency and understanding of Support Operations and WFM technology and tools such as: Zendesk, Salesforce, Jira, Workday, Zapier, Zoom, Slack, and Playvox. ● Advanced experience in using Google Sheets and Slides (or Excel and Powerpoint) with proficiency in reporting dashboard tools such as Tableau. SQL and Python experience would be considered an asset
Collaboration and Teamwork: works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs
Priority Setting: focuses time/energy on the most important issues/opportunities. Clearly understand how to assess the importance of tasks and decisions
Problem Solving: uses an organized and logical approach to find solutions to complex problems. Looks beyond the obvious to understand the root cause of problems ● Process/Project Management: skilled at figuring out and managing the processes and timelines necessary to get work accomplished
Resilience, Tolerance for Change/Ambiguity: can effectively cope with change, finding ways to advance work and projects
Inclusive Leadership: Builds inclusive, cohesive teams which apply diversity to achieve common goals
Play to Win: Capably delivers results through others, is good at establishing clear direction, helping others achieve their best work
Long Range Planning: Identifies key issues and relationships relevant to achieving a long-range goal or vision; Builds an integrated plan for course of action to accomplish this vision