Play an instrumental role to ensure support operations run smoothly and efficiently. Contribute to real-time monitoring and schedule management. Positively impact ability to provide excellent service to customers and Runners. The schedule for this role is 9 AM - 6PM CST Sunday - Thursday.
What You'll Do:
- Monitor real-time queues and agent adherence across all support channels (phone, chat, email, and others) to ensure optimal service levels are consistently maintained at all times. Update intraday schedules immediately to accurately reflect dynamic changes such as absences, approved overtime, and unexpected callouts; minimize disruption to operations.
- Accurately input and maintain attendance records and schedule exceptions within workforce management tool; ensure data integrity for reporting and payroll purposes.
- Proactively escalate critical coverage gaps and emerging callout trends to leaders; provide timely insights that inform strategic staffing adjustments.
- Maintain precise shift rosters and efficiently distribute essential intraday reports to relevant stakeholders; keep all stakeholders informed of operational status.
- Collaborate closely with support leaders to ensure proper staffing levels are allocated for crucial team activities such as coaching sessions and training initiatives.
- Assist in the solicitation and meticulous documentation of voluntary time off (VTO) and overtime (OT) opportunities; help balance staffing needs with team member preferences.
- Contribute to various workforce management projects as assigned, support initiatives to enhance efficiency, tools, and overall workforce management capabilities.
- Actively identify potential scheduling conflicts / adherence issues and resolve promptly to support overall operational efficiency.
Who You Are:
- A relevant degree or comparable formal training, certification, or work experience
- 0+ years experience; experience in contact center environment a plus
Skills You Have:
- Solid verbal / written communication skills; detail-oriented with ability to follow processes Solid time management and organizational skills with ability to multitask and thrive in a fast-paced, dynamic environment
- Ability to obtain knowledge and understanding of key workforce management metrics (e.g., SLAs, adherence, occupancy)
- Ability to obtain knowledge and understanding of workforce management tools (e.g., Playvox, NICE, Verint)
- Proficiency in Excel / Google Sheets; proficiency in ticketing platforms a plus
- Sit for an extended period of time
- Hand / finger dexterity
- Work extended hours
Life at FavorWhere you'll work: This role can be hybrid or remote, depending on the team member’s location in Texas. If you live in Austin, Texas, we ask that you work from home roughly three days per week and work at our HQ for the remaining work days. If you live in a different city in Texas, you will primarily work from home, with the opportunity to travel to Austin for company-wide events. No matter where you work best, we foster an inclusive and flexible environment to support our workforce.
Benefits: We offer premium health, vision, dental, and life insurance, alongside 401(k) options. We go beyond the basics, while also throwing in Favor delivery fee credit and H-E-B discounts!
Paid time off (PTO): We offer unlimited PTO for salaried employees (that’s actually unlimited) and ample vacation time to all team members.
Learning and development: We encourage personal growth and education through Intern(al)ships and Learning Labs taught by Favor team members and external facilitators.
Community: Whether you’re an avid cyclist, dog lover, or Magic enthusiast, there’s a group for you here. We foster community through Employee Resource Groups (ERGs), company-wide events, happy hours, and regular connection opportunities.
Diversity, equity, and inclusion: At Favor, we believe that to be the best delivery app in Texas, we need to represent all Texans. We are committed to growing a team with different backgrounds, experiences, abilities, and perspectives, and we are an equal opportunity employer. We review all resumes and qualifications with an open mind and encourage you to apply if this role interests you!
In addition, as a candidate, if you require any accommodations throughout the recruitment process, simply let your recruiter know! Our talent acquisition team will work with you directly to ensure a smooth and delightful process.
