Head of Workforce Management

We’re looking for a Head of Workforce Management to help our teams build an effort free servicing experience with close to instant response times while scaling our costs so we can continue to drive prices towards zero. Your will lead our ~ 50 member Workforce Management operations teams spread across 4 locations globally. You’ll report directly to the Head of Servicing Scaling. This role is based in Europe, we’re looking for a person to join us either in London, Budapest or Tallinn.

Here’s how you’ll be contributing to the team:

• You’ll be a key part in moving key metrics such as reach and resolution time, labour cost, forecast accuracy, employee engagement and will be a key player in ensuring the path to our mission is never restricted by servicing capacity.
• You’ll ensure that all new and existing Servicing queues have tight Workforce management processes applied to them, including intraday, forecast based scheduling, capacity management and incident management.
• You’ll work with our program managers for intraday, demand management and capacity management to build world class scalable and automated workforce management processes.
• You’ll ensure that we’re building ...