Manager, Workforce Planning

About the team

The Manager, Workforce Planning is part of the Contact Center Operations team. This team supports multiples lines of business throughout Zillow, setting strategic directions, figuring out how strategy gets implemented, and being responsible for the results that flow from strategy. The team operates in a collaborative environment. We are heavy-hitters who think big, adapt quickly, and team up to deliver results!

About the role

As the Manager, Workforce Planning, you will play a pivotal role in determining our organization’s strategic workforce planning initiatives, optimizing our workforce to ensure service level and efficiency goals are achieved, and crafting an effective team structure built for agility and scale. Managing a team of resource planning and real-time monitoring analysts, you will act as a trusted advisor and influencer, having the ability to work cross-functionally and forge relationships with key partners across our operations teams. You will find creative and innovative solutions for crafting efficiencies in our resource utilization, improve the customer experience, and implement strategies for optimizing our staffing resources. You will promote the growth and development of our talent bench across the workforce planning organization, and position the team as a center of excellence and knowledge across the organization. If you are a strategic problem solver with a passion for workforce planning, and a proven ability to lead teams in a multifaceted and constantly evolving environment, this is the role for you!

 

Core responsibilities include:

• Own the development and execution of a comprehensive resource planning strategy to optimize operator utilization, improve the cost efficiency of our operations, and ensure positive customer and partner experiences
• Foster a culture of data-driven decision making. Consistently achieve service level performance by providing key partners with accurate, timely, and actionable insights to support both strategic and tactical plans
• Champion workforce planning throughout the organization by building positive relationships with both internal and external partners. Communicate and demonstrate the value workforce planning brings to our business
• Drive innovation through the adoption of new or enhanced processes and tools, using the Aspect WFM platform. Implement operating procedures, expand utilization of WFM tools, and ensure effective implementation and administration across all operator teams
• Develop a team of impactful analysts by crafting a culture of innovation, teamwork and continuous improvement. Elevate the performance of the team by setting meaningful goals, and deliver effective coaching to advance the team’s skills, expertise, and business insight.

This role has been categorized as a Remote position. “Remote” employees do not have a permanent corporate office workplace and, instead, work from a physical location of their choice, which must be identified to the Company. U.S. employees may live in any of the 50 United States, with limited exceptions.

In California, Colorado, Connecticut, Hawaii, Illinois, Maryland, Minnesota, Nevada, New York, Washington state, and Washington DC the standard base pay range for this role is $87,400.00 - $139,600.00 Annually. This base pay range is specific to California, Colorado, Connecticut, Hawaii, Illinois, Maryland, Minnesota, Nevada, New York, Washington state, and Washington DC and may not be applicable to other locations.

In addition to a competitive base salary this position is also eligible for equity awards based on factors such as experience, performance and location. Actual amounts will vary depending on experience, performance and location.

Who you are

• An experienced workforce planning professional who is able to demonstrate expertise in the field and the ability to deliver outstanding results
• Exemplify a consistent track record of leading remote teams effectively and encouraging cohesion in a Cloud-based headquarters setting
• Minimum 5 - 7 years of leadership experience in workforce planning or contact center operations, preferably focused on resource management and real-time operations
• Bachelor’s degree in Business Management, Resource Operations, Finance, or other related quantitative field, or equivalent experience
• Experience in implementing workforce planning programs and administering WFM platforms (preferably Alvaria/Aspect)
• Possess persuasive verbal and written communication skills, including the ability to present and effectively influence partners across multiple levels of audience
• Advanced analytical and reporting skills, preferably with experience in Tableau, Salesforce, Zendesk, and Excel/Google Sheets
• Ability to work independently in ambiguous and constantly evolving environments
• Ability to travel when appropriate to attend meetings and business reviews

Transferable Skills

Here at Zillow - we value the experience and perspective of candidates with non-traditional backgrounds. Do you have transferable skills or related experiences? We encourage you to apply!

Get to know us

Zillow is reimagining real estate to make home a reality for more and more people.

As the most-visited real estate website in the United States, Zillow® and its affiliates help movers find and win their home through digital solutions, first class partners, and easier buying, selling, financing and renting experiences. Millions of people visit Zillow Group sites every month to start their home search, and now they can rely on Zillow to help make it easier to move. The work we do helps people get home and no matter what job you're in, you will play a critical role in making home a reality for more and more people.

Our efforts to streamline the real estate transaction are supported by a deep-rooted culture of innovation, our passion to redefine the employee experience, a fundamental commitment to Equity and Belonging, and world-class benefits. These benefits include comprehensive medical, dental, vision, life, and disability coverages as well as parental leave, family benefits, retirement contributions, and paid time off. We’re also setting the standard for work experiences of the future, where our employees are supported in doing their best work and living a flexible, well-balanced life. But don’t just take our word for it. Read recent reviews on Glassdoor and recent recognition from multiple organizations, including: the 100 Best Companies to Work For, Glassdoor Employees’ Choice Award, Bloomberg Gender-Equality Index, Human Rights Campaign (HRC) Corporate Equity Index, and TIME 100 Most Influential Companies list.

Zillow Group is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please contact your recruiter directly.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable state and local law.

Applicants who receive job offers from Zillow Group will be asked to sign a Proprietary Rights Agreement which includes confidentiality, intellectual property assignment, customer and employee non-solicitation, and non-competition provisions. If you are contacted for a role at Zillow Group and wish to review a copy of the Proprietary Rights Agreement prior to receiving an offer, you may request a copy from your Recruiter.

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