"Alerted.org

Summary:

Meta is seeking a technically detailed and highly skilled Workforce Operations professional who will serve as a member of Meta´s Small & Medium Business group (SMB). SMB works closely with clients as they grow and scale by enabling them to meaningfully connect with their customers across our family of apps. This position will provide analytical, strategic, and operational support for our partner network with the primary objective of enabling efficiency, client experience, and intelligent planning decisions related to operations. This person will also work cross-functionally with several teams at Meta, and be accountable for the implementation of key strategic initiatives within workforce operations (for example, adjusting operations to accommodate new advertiser service models). This role also requires analyzing data and extracting insights on a regular basis to drive improved partner performance.

Required Skills:

Workforce Operations Lead Responsibilities:

1. Build and produce long and short term forecasts, staffing plans with resource planning key performance indicators, and operating expenses forecast for global partner network

2. Collect and analyze historical contact volume and time data to understand emerging trends

3. identify and normalize outliers

4. Drive efficiency improvement and utilization with thorough workforce management performance management processes

5. Support command center activities for near real time monitoring of answer rates conversion. Adjust resources and the workload based on actual utilization

6. Implement capacity planning, resource management tools, and products that will improve operating accuracy and efficiency

7. Manage workforce optimization implementation for key business shifts and transformations (e.g., Chat and Agent Profile Up-leveling)

8. Develop forecasting and staffing methodology for emerging inbound and outbound contact channels

9. Manage lifecycle of complex cross-functional programs with considerable impact across multiple organizations

Minimum Qualifications:

Minimum Qualifications:

10. BA/BS in Engineering, Business or Analytical field, or equivalent practical experience

11. 5+ years of work experience in workforce and partner operations

12. Experience with capacity planning, workforce management, commercial optimizations, and short term planning domains

13. Experience maintaining project portfolios and program management frameworks

14. Experience owning operational and program strategies with a focus on end-to-end delivery and influencing decisions with data

15. Experience utilizing both qualitative analysis (e.g. content analysis, hypothesis testing) and quantitative analysis techniques

16. Advanced Experience in SQL (create, maintain, and improve data sets, pipelines and reporting) and problem-solving using large data sets

Preferred Qualifications:

Preferred Qualifications:

17. Interest in Meta´s mission

18. Experience as a strategist and communicator

Public Compensation:

$126,000/year to $178,000/year + bonus + equity + benefits

**Industry:** Internet

Equal Opportunity:

Meta is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Meta participates in the E-Verify program in certain locations, as required by law. Please note that Meta may leverage artificial intelligence and machine learning technologies in connection with applications for employment.

Meta is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at [email protected].