Manager, Workforce Analytics

Location: Plantation, Florida, United States; position may require travel and participation in a schedule supporting a 24x7 contact center.

Salary: $60,000–$90,500 per year, plus potential 401(k), equity grant, and annual bonus eligibility.

Company

hirify.global operates an online pet commerce business with a large customer service organization.

What you will do

• Develop, manage, coach, and engage workforce management staff.
• Build peer relationships and standard operating procedures with Workforce Management, Operations, HR, training, and leadership teams.
• Use data, quality audits, and performance reviews to identify opportunities, improve KPIs, and close performance gaps.
• Analyze service-level supply and demand results, identify corrective actions, and prevent non-SLA and high-occupancy periods.
• Coordinate real-time workforce management responses to SLA events, technical outages, application failures, and facility closures.
• Support command center, payroll operations, and agent profile management activities as needed.

Requirements

• Bachelor’s degree or equivalent experience, including 5+ years of industry experience in lieu of a degree.
• 5+ years of multi-channel contact center management experience, preferably in workforce management, with a record of leading high-volume teams.
• Strong analytical, problem-solving, judgment, communication, coaching, and data-management skills.
• Hands-on experience with workforce management, payroll, and ACD systems such as Kronos, NICE, or Cisco.
• Proficiency in Microsoft Office Suite and the ability to create reports, visualizations, and presentations.
• Flexibility to support a 24x7 contact center schedule; travel may be required.

Nice to have

• Advanced experience with SQL, Python, VBA, Tableau, macros, pivot tables, and pivot charts.

Culture & Benefits

• Medical, prescription, vision, dental, life, disability, and other insurance options.
• Parental leave, family services, backup dependent care, flexible spending accounts, telemedicine, and employee assistance programs.
• Unlimited PTO for exempt salary team members, subject to manager approval, plus six paid holidays.
• Pet adoption reimbursement, pet insurance and hirify.global.com discounts, and other employee discounts.
• Equal opportunity employment and accommodation support during the application process.