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