Work from Home Workforce Management Team Lead
Porch’s mission is to partner with home service companies and together, delight homeowners from moving to improving and everything in between.
We provide software and services to more than 11,000 home services companies including home inspectors, moving companies, utility companies, and more.
Through these relationships and our multiple brands, Porch provides a moving concierge service to homebuyers, helping them save time and make better decisions on critical services.
These include insurance, moving, security, TV / internet, and ongoing home maintenance, repair, and improvement projects post-move.
The Workforce Management (WFM) Team Lead plays a pivotal role in ensuring we efficiently deploy our people resources to meet our customer needs, balanced against our financial expectations.
The team lead will create and maintain short-term and long-term capacity planning for our inbound and outbound business.
Additionally, they will mentor and lead our real-time analyst, helping them grow within the WFM department.
If you were working with us, this is how a regular week would look like :
Providing leadership and clear direction for planning and performance.
Ensuring that all reports originating from the department are accurate and reliable.
Coordinating appropriate staffing allocation and availability of call center staff in order to achieve service level objectives.
Running and analyzing reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.
Completing root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness.
Providing Senior management with future forecasted performance predictions and mitigation action plans.
Identifying opportunities for process improvements.
As the business evolves, you would also regularly be reviewing team structure to ensure we are set up for success!
What you’ll receive :
Quick interview process through video calls.
Pay : a competitive base hourly rate fixed in US dollars
Training : paid initial training, as well as on-going training to help you develop in your role and career.
Career path : this is only the beginning! We offer real opportunities for career growth as our team keeps on growing!
Targets : clear and measurable performance goals so that you always know how you are doing and what can be improved.
Support : You’re working from home but not alone! Your team is available in real-time to help you be successful!
Work / Life Balance : This is a 100% remote job which means no more time wasted in traffic! Spend more time at home, where your family needs you!
To be successful in this role, you’ll need to be able to deliver :
Availability to work variable schedules in a quiet space, free of distractions.
Call Center experience : Minimum one year of experience in a multi-channel call center environment, with a strong knowledge of call center management and all related calculations
WFM life cycle understanding, including forecasting, capacity planning, scheduling and real-time monitoring
Spreadsheets : Great spreadsheets skills with intermediate formula application and database software (e.g. Excel and Access) experience required.
English : Business fluent or native, as all our customers are US-based.
Leadership with a genuine interest and proven talent for coaching and developing others
Organizational skills and ability to problem solve
Analytical / technical aptitude in process and workflow optimization
Workload prioritization , meeting deadlines and performing multiple tasks with attention to detail
Communicating call center data / forecasts to all levels of employees in an understandable fashion
Receptiveness : Open to receive and implement coaching feedback as we help you grow your career.
Dexterity : Able to concentrate and sit or stand at a desk while viewing a computer screen and making calls repetitively.
Remote readiness : Disciplined and resourceful to meet business demands in a structured, virtual call center environment.
Workspace : A quiet space to work, an internet connection of at least 30 Mbps and a computer or laptop, with minimum Intel Core i5 (or AMD equivalent) and 6 GB of RAM.
Pluses : Knowledge in Automatic Call Distribution (ACD) technology and experience with forecasting / scheduling software will be an advantage!
NOTE : This role will be permanently remote!
WHO WE ARE
Launched September, 2013, as an online home improvement network connecting homeowners with qualified professionals, Porch has grown into the industry-leading partner for the home.
Porch provides software and services to more than 8000 companies across verticals such as home inspection, moving companies, and others associated with the real estate transaction.