The Twitter Service organization creates meaningful connections with our customers that promote healthy exchange in the public conversation. We do this by developing customer support solutions at scale in a rapidly changing and global environment. Whether we're optimizing operations, guarding the ability of customers to safely use Twitter through investigation of and  enforcement against those who violate our terms, or driving content and support channel strategies, we're with our customers every step of the way.

We are looking for a Workforce Management Sr. Manager to help our agent team scale to meet the continued growth of our support of Twitter users across the globe. You will help lead how we scale and staff support. Your role will involve a mix of partnering with the analytics team on forecasting, vendor management, building out new tools and approaches, and creating the ability to operationalize complex staffing solutions quickly.

You will use your background in building efficient and effective workforce deployment approaches while delivering outstanding Service level agreements. You’re comfortable forecasting for the unknown, providing direction and guidance in uncertainty, and are able to set and execute against a plan. This role will work cross functionally with our Operations, Finance, Vendor, Localization, and Analytics teams.

You will: 

• Ensure our global network of internal and outsourced support agents are scheduled and deployed as efficiently as possible.

• Build out and improve our workforce planning model to meet the demands of our ever-changing business.

• Build out new lines of businesses and support as needed.

• Partner with vendor planners, and work cross functionally to improve workforce efficiency

Identify opportunities for improving support staffing, thinking both strategically and operating at the lowest level of detail.

Who You are

• Skilled in Workforce management,Capacity Planning, Analytical Skills, Industrial Engineering and optimization, and Aspect or similar software.

•  Strong program and project management skills.

• Results driven Leader with at least 5 years of Workforce Management, BPO, Telecommunications and Contact Center Operations experience within a multi-site, multi-platform global environment.

• Have extensive Outsourcing experience with for both brick and mortar and telecommuting agents both domestic and off-shore

• Be an Inspirational leader able to transform teams and strengthen internal and external customer and client partnerships.

• Qualified in all facets of workforce management on a multitude of platforms including for 24x7 call agent support operations.

• Have a deep understanding of forecasting models and capacity plans with different omni channel types (social, email, chat, and phone).

• Experience working cross functionally with engineering teams to implement scaled solutions

• Passion for scaling operations, and driving constant improvements.

• Excellent oral and written communication skills, as well as ability to prepare and present strategy white papers. 

• Comfortable working with multinational teams

We are committed to an inclusive and diverse Twitter. Twitter is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status. All of your information will be kept confidential according to EEO guidelines.