Supervisor, Customer Care Workforce Management at Care.com · Dallas, TX · Joined
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Supervisor, Customer Care Workforce Management
Care.com · Dallas, TX · Just now · 0 applicants
NewHybridFull-timeMiddle
Pay
$56k–$66kListed
Workplace
Hybrid
Job type
Full-time
Level
Middle
Team: Workforce Management · Source: jobright · Posted by joined-scrapper
About the role
Oversees customer care workforce operations for email, chat, and phone support, managing queues, schedules, and forecasts with an outsourced BPO partner to maintain service levels.
What you’ll do
Manage queues and schedules for email, chat, and phone support
Review forecasts and performance data
Partner with Operations Manager and BPO leads to maintain service levels
Improve operations
Provide concise escalations with full context
Collaborate cross-functionally with internal teams
What you’ll need
2-3 years in workforce management or real-time analysis
1-2 years in a customer service role
Strong analytical skills with reporting tools such as Tableau
Sound judgment and composure in real-time
Process-first mindset with attention to detail
Excellent written and verbal communication
Original job description
Care.com is hiring a Supervisor, Customer Care Workforce Management to oversee workforce operations for email, chat, and phone support delivered with an outsourced BPO partner. The role manages queues and schedules, reviews forecasts and performance data, and partners with the Operations Manager and BPO leads to maintain service levels and improve…