At Whoop, we’re on a mission to unlock human performance. WHOOP empowers users to perform at a higher level through a deeper understanding of their bodies and daily lives. 

As the Workforce and Demand Planning Manager on our Membership Services team, you will creatively think of how to meet the business demand of our quickly changing environment. You will work to understand how our Membership Service centers should optimize their staffing through the use of Forecasting and Capacity Planning. You’ll tackle a variety of workforce optimization issues with the goal of making our Membership Services team more efficient and productive. You will also help support an exceptional experience for both our agents and members. 

Responsibilities:

• Manage the program of Forecasting and Capacity planning for our Membership Service organization
• Prepare contact forecasts across multiple locations & languages and planning horizons
• Develop enterprise-wide capacity plans to include all demand and supply changes individualized by market where necessary
• Define and promote continuous improvement, standardization, and auditing of processes across all locations 
• Coordinate with internal and outsourced network providers to meet business service levels through constant vigilance of capacity plans, forecasting volumes and effective staffing movements
• Partner with Membership Services leaders to understand changing business needs and make appropriate recommendations as necessary
• Maintain data integrity to assure input/output accuracy in all tools and assist with the support of technical integrations

Qualifications:

• 3+ years experience in demand forecasting/modeling, scheduling and real-time adherence/management in a contact center environment (multi-site preferred)
• Prior experience managing Capacity Planning and/or Workforce Management teams and/or processes
• Knowledge with WFM tools such as Genesys, Aspect (eWFM), NICE IEX, Verint 
• General statistics knowledge and familiarity with trending, time-series analysis and regression analysis
• Experience with Tableau or other data visualization tools
• Functional knowledge of Contact Center agent workflow/routing (skilling and leveling) preferred

WHOOP is an Equal Opportunity Employer and participates in E-verify to determine employment eligibility.