Team Lead, Workforce Management

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 
• Enablement: Challenges and supports others to create results but also develop new capabilities. Successfully develops the capacity and capability of team and individuals on the team 

 

WHO YOU ARE: 

• Solution seeker: You’re focused on tackling new challenges, solving problems, and moving the business forward—and you don’t wait to be asked.
• Lifelong learner: You have a growth mindset – you’re here to learn, experiment, seek, apply, and provide feedback, share what works with your team, and move on from what doesn’t.
• Resilient adapter: In the face of change and challenges, you bring a thoughtful, calm approach, and a focus on finding the new opportunity.
• Intentional collaborator. You build positive working relationships across the business, bringing people together to foster new opportunities and to facilitate the efficient flow of information.
• Critical challenger: You have the trust in your team to ask difficult questions in order to get to the best end result.
• Active communicator: You listen actively and communicate ideas and information clearly, inclusively, and proactively.
• Integrated thinker: You look beyond your role and responsibilities to understand how your team’s work drives broader organizational goals.
• Accountable owner: You take pride in the work you’re responsible for with a mindset of ultimate accountability and reliability for the outcomes.
• Bar-raiser: You step up to help your team grow and succeed, even when that means going beyond what might be expected.

 

 

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In all we do, our six guiding principles light the way:

Step Up: Dare to go beyond the expected to achieve greatness. #StepUp

One Team: Make Hootsuite a place we soar together by respecting each other's individuality, building trust, and showing up for the team. #OneTeam #FreeToBeMe

Customer Obsessed: Focus relentlessly on helping our customers succeed. #CustomerObsessed

Go Fast, Be Agile: Widen our competitive advantage by committing to speed and simplicity over perfection and complexity. #GoFastBeAgile

Play to Win: Commit to building an incredible, profitable company for our customers, our employees, and our stakeholders. #PlayToWin #NoExcuses

Neighbours & Allies: Give back to our communities and be an ally. #SocialForGood #Allies

 

Accommodations will be provided as requested by candidates taking part in all aspects of the selection process.

 

 

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