Job Information
Meta Workforce Operations Lead, SMB in Austin, Texas
Summary:
Meta is seeking a technically sophisticated and highly skilled Workforce operations professional who will serve as a member of Meta´s Small & Medium Business group (SMB). SMB works closely with clients as they grow and scale by enabling them to meaningfully connect with their customers across our family of apps. This position will provide analytical, strategic, and operational support for our partner network with the primary objective of enabling efficiency, client experience, and intelligent planning decisions related to operations. This person will also work cross-functionally with several teams at Meta, and be accountable for the implementation of key strategic initiatives within workforce operations (for example, adjusting operations to accommodate new advertiser service models). This role will require knowledge of capacity planning, workforce management, commercial optimizations, and short term planning domains. It will require analyzing data and extracting insights on a regular basis to drive improved partner performance. The ideal candidate will be passionate about Meta´s mission, a strong influencer, strategist, and communicator, have a background in a technical, quantitative, partner or client operations field, and have experience problem-solving using large data sets.
Required Skills:
Workforce Operations Lead, SMB Responsibilities:
Build and produce long and short term forecasts, staffing plans with resource planning KPIs and OPEX forecast for global partner network
Collect and analyze historical contact volume and handle time data to understand emerging trends, identify and normalize outliers
Drive efficiency improvement and utilization with thorough workforce management performance management processes
Identify/Implement capacity planning, resource management tools and enabling products that will improve operating accuracy and efficiency
Operationalize scheduling strategies across sites
Analyzing and recommending intraday production hours for the sites (i.e. offline time, scheduled time, chat time etc.) to maximize utilization
Building block or shift plans to improve contact and target peak “pick up” rate hours during the day
Support command center activities for near real time monitoring of answer rates conversion
Adjust resources and the workload based on actual utilization
Program manage WFO implementation for key business shifts and transformations (e.g., Chat and Agent Profile Upleveling)
Build forecasting analytics, to inform business on productivity implications and resource requirements
Develop forecasting and staffing methodology for emerging inbound and outbound contact channels
Manage life-cycle of complex cross-functional programs with considerable impact across multiple organizations
Development of the overall program strategy, tactically driving teams in and outside of the organization to deliver
Minimum Qualifications:
Minimum Qualifications:
BA/BS in Engineering, Business or Analytical Field
5+ years of work experience in Workforce and partner operations
2+ years of experience in project management
Experience in SQL (create, maintain, and improve data sets, pipelines and reporting)
Domain knowledge in maintaining project portfolios and program management frameworks
Experience in owning operational and program strategies with a focus on end-to-end delivery
Expert at utilizing both qualitative analysis (e.g. content analysis, hypothesis testing) and quantitative analysis techniques
Preferred Qualifications:
Preferred Qualifications:
- Expert in developing Tableau views
Public Compensation:
$152,000/year to $214,000/year + bonus + equity + benefits
Industry: Internet
Equal Opportunity:
Meta is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Meta participates in the E-Verify program in certain locations, as required by law. Please note that Meta may leverage artificial intelligence and machine learning technologies in connection with applications for employment.
Meta is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at accommodations-ext@fb.com.