Workforce Manager

Responsibilities

• Generate long-term and short-term volume forecasts for incoming tickets, chats, and order processing tasks.
• Review and approve outsourcing partner staffing plans to ensure alignment with forecasted requirements.
• Monitor real-time and historical adherence to SLAs and KPIs, including AHT, Abandonment Rate, FCR, and CSAT.
• Lead Weekly Business Reviews (WBRs) with partner leadership to discuss performance gaps and capacity action plans.
• Support financial validation by auditing partner invoices to ensure billable hours match actual productive hours.
• Act as the primary operational bridge between internal Etsy stakeholders and external BPO teams.

Requirements

• Minimum 3 years of experience in Workforce Management (WFM) or Partner Management within a BPO or Contact Center environment.
• Proficiency in Excel, specifically using Power Query and Pivot Tables.
• Hands-on experience with WFM software such as Teleopti, NICE IEX, Verint, or Assembled.
• Strong understanding of BPO mathematics, including Erlang C, Shrinkage, and utilization.
• Excellent negotiation skills and the ability to provide constructive feedback to partners.
• Ability to communicate complex data and insights effectively to diverse stakeholders.

Preferred Qualifications

• Experience using ticketing platforms such as Zendesk, Gorgias, or Help Scout.
• Proven track record of managing large-scale outsourcing partnerships.

Benefits

• Competitive salary and annual performance bonus.
• Equity package.
• Comprehensive benefits package supporting you and your family.

About the Company

Etsy is the global marketplace for unique and creative goods. We build, power, and evolve the tools and technologies that connect millions of entrepreneurs with millions of buyers around the world, all while working to Keep Commerce Human.