Support

Workforce Management Coordinator

Full Time - Austin, TX

The Favor Support team is a key part of the overall Favor experience. When things don’t go according to plan, we step in and ensure our Customers, Runners and Merchants receive a personalized, fast and easy path to resolution across multiple channels (phone, sms, email, social).

As part of the Favor Support team, our Support Operations arm is responsible for the architecture, programs and systems that enable our support teams to deliver exceptional experiences. From Workforce Management, Training, Quality Assurance, Analytics, Systems Management and Knowledge Management, we strive for boldness, innovation and urgency concerning the end to end customer and runner experience.

The Workforce Management Coordinator will be integral to our Support organization as this role will be responsible for ensuring our staffing is efficient and effective so we can respond to Customers and Runners as quickly as possible. 

What You’ll Do

  • Update our Workforce Management system in real time to meet business needs
  • Monitor contact volume, headcount needs, and forecast accuracy 
  • Monitor schedule adherence and shrinkage
  • Manage overtime and time off 
  • Review and manage attendance data 
  • Identify and implement opportunities to increase staffing efficiency
  • Identify and surface coverage issues 
  • Assist with work avoidance reporting
  • Assist with headcount planning
  • Assist with Workforce Management policy creation and enforcement

About You

  • Available to work evenings and weekends (Friday - Tuesday 12pm - 8pm) 
  • 3+ years experience working in a call center environment
  • 1+ year experience using Excel, Google sheets, or similar 
  • Heightened mathematical skills 
  • Comfortable using, manipulating, and interpreting data to inform decisions
  • Demonstrated ability to prioritize multiple concurrent tasks in a time-sensitive environment 
  • Strong understanding of Support ticketing flows and operations
  • Previous Workforce Management experience a plus
  • Experience working in Zendesk, Twilio, Looker, and Teleopti a plus
At Favor, we believe that to Run Texas, we need to represent Texas. By putting Community First, we honor the diversity of our backgrounds and experiences through sharing our unique voices. Our community grows when we challenge ourselves to learn and see the world from another’s view. We are committed to growing a team with different backgrounds, experiences, abilities, and perspectives and are an equal opportunity employer.   
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