About the company
OpenAI’s mission is to ensure that general-purpose artificial intelligence benefits all of humanity. Our Communications team is composed of PR/Media Relations, Events, Design, and other external-facing functions. The team’s ethos is to support OpenAI's mission and goals by clearly and authentically explaining our technology, values, and approach to safely building powerful AI. The Events team is a dynamic group dedicated to crafting extraordinary experiences that encompass our company's values and mission. Our team is driven by a passion for bringing people together to connect in meaningful ways.
Job Summary
In this role, you will:
📍Develop and maintain staffing models and schedules that align with business needs, service level requirements, and forecasted demand 📍Define requirements for and implement a workforce management platform that will unlock scale and efficiency for OpenAI support 📍Analyze historical data and trends, while incorporating product roadmaps and other demand drivers to to accurately forecast inbound ticket volumes 📍Create and manage reporting dashboards that track key performance indicators (KPIs), including productivity, response times, queue volume, and staffing levels. 📍Monitor and adjust staffing plans to respond to unexpected changes in demand. 📍Provide actionable insights and recommendations for operational efficiency improvements based on data trends and analysis. 📍Collaborate with our vendor manager and BPOs to align staffing and performance strategies.
You might thrive in this role if you:
📍Have experience in workforce management, including forecasting and capacity planning for a globally distributed team (with both FTE and BPO headcount) 📍Have implemented and managed a Workforce Management platform (e.g. NICE, Assembled, Calabrio, Playvox, etc.) 📍Deep understanding of statistical analysis and data modeling techniques 📍Are proficient in using data visualization tools (e.g. Mode, Looker, Tableau, Hex) and Excel/Google Sheets 📍Enjoy dynamic problem-solving and finding innovative ways to optimize operations 📍Can communicate complex data insights to non-technical stakeholders
