Workforce Management Manager

At HopSkipDrive, our goal is to create opportunity for all through mobility. 

We’re a technology company that solves complex transportation challenges where there is a heightened need for safety, equity, and care. Through our marketplace, we connect kids, older adults, or anyone needing extra support to highly-vetted caregivers on wheels. Through our software, we solve the biggest transportation challenges facing schools and school districts around the country. 

Founded by three moms as a solution to their own transportation challenges, we’ve now facilitated more than 3.3 million rides and operate across over 13 states across the country. We continue to expand at a rapid pace, making the Inc. 5000 list four times, as well as the Deloitte 500 Fast-Growing Technology list. HopSkipDrive is a Series D company and has raised $100M in funding to date.

Who We Are

We're the Operations Excellence team, dedicated to driving process improvements and optimizations across the company. We streamline workflows and enhance overall performance and efficiency, and are seeking innovative thinkers to help shape the future. You will support the business in the following ways:

• Own forecasting and scheduling for our hourly roles using historical data and business activities to develop resource allocation plans based on expected future volumes.
• This individual will collaborate with department leadership to refine plans as needed to achieve goals so teams are prepared in advance of incoming workload to achieve company and client expectations.
• Manage and oversee all components of the required staff performance reporting discipline including data analysis, data visualization/presentation, and data integration strategies partnering with the data/business insights team as needed.
• Monitor and analyze call and activity volumes vs. available staff and optimize resource schedules to maintain contact center key performance indicators.
• Maintain and update schedules for staff to ensure optimal coverage with the right resources, in the right place, at the right time.
• Research and analyze agent schedule adherence issues/concerns and deliver suggestions for improvement.
• Contribute to annual planning/work with finance to deliver headcount needs across all variable roles

Who You Are

You possess a strategic, analytical, and operational mindset. You're proficient in using tools like Google Sheets to build complex models and resources. You're also adept at evaluating and implementing systems and tools to empower our teams and community to achieve KPIs and SLAs.

• Deep understanding of workforce management, …