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Facebook Director of Workforce Management, Global Operations in Mountain View, California

Intro:

Facebook's mission is to give people the power to build community and bring the world closer together. Through our family of apps and services, we're building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together. Whether we're creating new products or helping a small business expand its reach, people at Facebook are builders at heart. Our global teams are constantly iterating, solving problems, and working together to empower people around the world to build community and connect in meaningful ways. Together, we can help people build stronger communities - we're just getting started.

Summary:

Global Operations' focus is on improving the health of our products and helping people understand how to use them through both direct support interactions as well as scalable solutions. Those who join our teams are very passionate about solving people’s issues and are strong advocates for the Facebook community. We need influencers who can align cross-functional partners to ensure the best possible experience for our platforms. If you like helping people, Global Operations is for you.

We are looking for a global leader who will grow and mature our WFM capability by leading a lean team of WFM experts working across multiple operations teams to provide strategic and tactical guidance to ensure service level and staffing goals are met.

Required Skills:

  1. Build and grow 'command center' WFM capability to support a multi ten-thousand headcount operation spread across a broad global footprint across multiple businesses within Global Operations.

  2. Build and manage a high-performing team of WFM Specialists, responsible for forecasting AHT, work volume and arrival patterns for a variety of ops teams based on analysis of historical trends and external factors, scheduling appropriate staffing levels that are needed on a daily/hourly basis to achieve service level goals and partnering closely with ops teams to implement and Intraday management of Service Level performance, including execution of real-time strategies to optimize operations outcomes.

  3. Work with ops leadership across multiple teams and sites to optimize and mature the operating model, manage key business levers and adapt to dynamic product changes.

  4. Analyze historical occupancy, schedule adherence, volume, and AHT trends, at an individual, team and site level, providing business recommendations and inputs to enhance and improve the Workforce Management cycle.

  5. Manage all over/under capacity to maximize utilization while protecting service levels.

  6. Create, maintain and manage Workforce Management systems and processes including the creation of an internal WFM solution integrated with internal tools and systems.

Minimum Qualifications:

  1. 15+ years’ Workforce Management experience, specific to forecasting, scheduling, or Intraday management

  2. 10+ years’ experience managing Workforce Management/contact center operations support team

  3. Experience with multiple Workforce Management system and theoretical knowledge of how the software works

  4. People management/coaching experience, and influencing experience. A proven track record of managing teams

  5. Project/program management, process development, influencing and consulting experience

  6. Leadership experience and experience mentoring and coaching both your team and the organization

  7. Communication, partnership and interpersonal experience

Preferred Qualifications:

  1. Experience in Excel and PowerPoint with further experience in Tableau and SQL

  2. Ability to go deep into the details when needed as well as develop strategy and present to the leadership team and drive results

  3. Ability to develop frameworks and solutions to high-level questions and concepts in a very complex fast-moving environment

  4. Interest and commitment to work on behalf of the users to create a better community experience

  5. Ability to deal with ambiguity and rapid-change and develop creative solutions to difficult problems

Industry: Internet

Equal Opportunity: Facebook is proud to be an Equal 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. Facebook 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.

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