BE PART OF BUILDING THE FUTURE.

What do NASA and emerging space companies have in common with COVID vaccine R&D teams or with Roblox and the Metaverse? 

The answer is data, -- all fast moving, fast growing industries rely on data for a competitive edge in their industries. And the most advanced companies are realizing the full data advantage by partnering with Pure Storage. Pure’s vision is to redefine the storage experience and empower innovators by simplifying how people consume and interact with data. With 11,000+ customers including 58% of the Fortune 500, we’ve only scratched the surface of our ambitions. 

Pure is blazing trails and setting records:

• For ten straight years, Gartner has named Pure a leader in the Magic Quadrant 
• Our customer-first culture and unwavering commitment to innovation have earned us a certified Net Promoter Score in the top 1% of B2B companies globally
• Industry analysts and press applaud Pure’s leadership across these dimensions
• And, our 5,000+ employees are emboldened to make Pure a faster, stronger, smarter company as we go
  
  

If you, like us, say “bring it on” to exciting challenges that change the world, we have endless opportunities where you can make your mark.

As a Workforce Manager in Global Technical Services, you will be responsible for managing the forecasting, scheduling, and operations of a technical services center.

You’ll collaborate with the Senior Manager of Workforce Strategy & Planning, the Pure Customer Experience (CX) teams, and HR for the Technical Services workforce.

• Interpret, analyze, and make recommendations to improve the workforce to increase customer satisfaction and experience

• Gather and review information related to staff performance and customer issues with the goal of determining ways to improve operations through effective staffing decisions

• Collaborate with multiple stakeholders to identify opportunities for improvement of resource utilization

• Ensure schedules are published within acceptable time frames

• Determines the amount of planned time off, training and time off the phone to meet the needs of the business and for our employees

• Assess staffing levels daily, and monitoring attendance and schedule adherence

• Process requests for time off and respond appropriately with information and/or approval

• Forecast both short- and long-term contact volumes and analyze patterns for both internal and external partners

• Plan for special impact in response to new product releases, promotions, acquisitions, etc.

• Work cross-functionally to report forecast and actual performance for sites and/or contact handling groups

• Analyze schedule performance, forecast accuracy, and underlying assumptions, as well as historical trends, and making continuous adjustments and improvements to the forecasting, headcount planning and scheduling process

• Administer Alvaria Workforce database server

• Provide periodic reports: real time and historical reports containing performance data to support management

• Lead/participate in workforce management related projects

• Communicate with the operations, management, and human resources teams to be sure that all departments are abiding by company standards

• Drive decision to meet deadlines in an environment of constantly changing priorities

• Train/ Coach of TSE’s and managers on schedule adherence and workforce management procedures

• Perform other appropriate duties as assigned by management

• Work in non standard local hours.

• 5+ years of workforce management tools and practices

• BA or BS degree or equivalent job experience

• Experience thinking customer-first with deep appreciation for the customer mindset

• Having Enterprise Support WFM experience would be a Plus.

• Design, prepare and analyze reports; and communicate to all levels of CX organization

• Knowledge: To perform successfully on the Job, they must possess knowledge or relevant experience in forecasting, planning, and scheduling calls or contacts or work volumes and staff or vendors, ensuring optimal performance. They also require the ability to summarize, visualize, and present data. It is also vital that they possess knowledge of key call center metrics, including expected occupancy, utilization, service levels, handle time, abandonment rate, and ASA. They must also possess benchmarking and trending experience

• Computer skills: They must be proficient with Microsoft Excel and Office, to store data, create reports, produce schedules, and perform other tasks. They must also have working knowledge of eWFM, Siebel, Blue Pumpkin, IEX, TCS, Oracle, and I3 software (Interactive Intelligence) or any other workforce management software used to manage schedules, workflow, and statistical data

• Analytical skills: They must possess analytical skills essentially for reviewing information, analyzing data, and making appropriate recommendations for improvement

• Communication skills: They must possess strong communication skills to ensure that employees are kept informed of developments effectively, and to ensure that all appropriate staff are aware of issues

• Organizational skills: Their job description requires them to establish an efficient workplace environment, therefore, it is important that they can manage a range of tasks and prioritize their responsibilities, and meet deadlines

• Self-starter/Teamwork abilities: The Workforce Manager must be able to work independently as well as function effectively as a member of a team

• Ability to handle pressure: They require the ability to work effectively in a fast-paced situation and to handle stress, as well as to adapt to rapid changes in information, process, direction, or immediate workflow