Who we are:

The Twitter Service organization VISION is to directly support the customer and to internally amplify their voice, to ensure their ability to engage in the public conversation on our platform.

To achieve this vision, our MISSION is to: Remove any barriers for our customers in participating in the public conversation by providing help, proactive and reactive enforcement, and customer service that is informed by customers’ expectations and ensures accurate enforcement outcomes aligned to our policies.  We use what we learn from these interactions to internally amplify our customers’ voices. 

We are working to develop a Workforce Management program to support the internal stakeholders across Twitter’s Health and Product Services organization. To get there, we need exceptionally talented, bright and intelligence driven people.

The Sr. Program Manager, Workforce Management is a role where we are looking for an exceptional leader who is passionate about the Service Delivery Experience, who thinks/acts globally, and who has the ability to contribute major new innovations in the industry. They will experience a wide range of problem solving situations, strategic to real-time, requiring extensive use of data collection and analysis. The ideal candidate is a leader with demonstrated ability to learn new workflow technologies and make data driven decisions for project deliverables while operating with significant autonomy and discretion. They will possess leadership experience in the workforce management domain with respect to best in class real-time mechanisms, intermediate level reporting skills, and optimizing personnel in contact center environments. The individual must be capable to support and own proactive tactical & strategic workforce management projects to address customer facing challenges and drive high stake initiatives across several programs. This opportunity requires excellent problem-solving, communication skills and a strong track record of delivering results.

What you will do:

• Lead a workforce team
• Create best scheduling plan for business by managing trade-offs between Customer Experience/Service Levels, Employee Experience, and Cost Effectiveness
• Develop, improve and optimize work assignment, prioritization logic to manage work from various regions with multiple constraints
• Work with Operational Management to design and agree service protection strategies, ensuring consensus and commitment at all levels
• Provide real-time escalation, recovery, and restore capabilities for any failure of service; notify any major issues to Workforce, Capacity and Operations leaders ensuring the right people know of the incident at the right time
• Constantly review existing processes and research new ones for possible automation improvements or enhancements, designing and installing special project improvements or enhancements whenever necessary
• Works as SME, guide RTA and Analysts to drive daily performance call for business status, reports and metrics, reviewing them daily for trends and potential problems at a global level
• Participate in wider organizational projects and initiatives. They will own providing optimal workflow and planning solutions for upcoming initiatives
• Manage the analyses of daily, weekly, and monthly reporting of site performance via Key Performance Indicators
• Optimize staffing requirements and manage SLA and provide recommended workflow options and directives to maintain acceptable SLA
• Partner with engineering team to develop progressive tools and technology enablers that will improve operating performance and efficiency

Who You are:

• Customer experience obsessed and has an absolute passion for ensuring a great customer experience with every interaction.
• Proven and working knowledge of several workforce management tools and techniques
• Exceptionally strong written and verbal communication skills. Ability to effectively adapt your communication style to best suit and influence your audience is a must.
• Able to effectively communicate a clear vision, goals, and expectations.
• Able to rally a team behind an idea to build positive momentum to achieve desired results.
• 10+ years of workforce and program management experience
• 7+ years of experience working with with both brick and mortar and telecommuting agents, on and off-shore
• Passion and proven experience for scaling operations, and driving constant improvements
• Comfortable working with multinational teams covering multiple time zones

• Bachelor’s Degree in related field or 5+ years of professional experience
• 7+ years of Workforce Management Experience at scale
• 3+ years of management or supervisory experience
• Ability to communicate effectively across a multitude of platforms with remote partners at multiple levels within the organization.

Nice to Have's:

• Graduate degree in a quantitative field (mathematics, stats, engineering, or science or an MBA).
• Ability to motivate, influence and optimize senior leadership, partners, and peer groups, while simultaneously leading a team, delivering Workforce Management at scale.
• Must be a great teammate and able to work collaboratively with and through others at all levels in an organization.
• Ability to communicate effectively across a multitude of platforms with remote partners at multiple levels within the organization.
• Ability to work in ambiguous situations and across organizational boundaries.
• Ability to effectively develop key processes and procedures that facilitate efficient planning, reporting and control processes.
• Exceptional communication skills, both written and verbal.