Supervisor, Workforce Management

Serve as the day-to-day point of contact for the BPO partner workforce team, ensuring consistent execution against agreed staffing plans and stated Trust & Safety policies and procedures

Own the BPO performance cadence, scorecards, and follow-up on corrective actions or staffing gaps

Monitor real-time queue performance, staffing, and adherence across BPO partner sites, adjusting as needed to hit SLAs and KPIs

Operate within established Trust & Safety policies and queue-prioritization, escalating policy or complex decisioning questions to the appropriate manager(s)

Support the manager in refining team processes and guidelines based on operational data and trends

Coordinate BPO readiness around updated workflows, product/ policy launches, outages, unplanned absenteeism, and peak periods

Assist with onboarding new BPO sites or agents, regarding both systems as well as content knowledge

Identify and escalate system bugs or process breakdowns affecting the agent and/ or member experience

3-5 years of experience in workforce management or a related content (Trust & Safety) role

Strong communication skills, written and verbal

Attention to detail with a process-first mindset

Solid analytical skills with comfort in workforce management and reporting tools

Ability to stay calm and adaptable when priorities shift or issues arise in real time

Comfortable working cross-functionally with internal teams and outsourcing partners

Proficient in Google or Microsoft Office and reporting tools; experience with WFM platforms, CSR, and Salesforce.com a plus

Bachelor's Degree preferred, or equivalent work experience

Office: 2801 N Central Expy, Dallas, TX 75204 Work Environment: Hybrid - In office Mon, Wen & Thurs Salary Range: $55,000 - $60,000 The base salary range above represents the anticipated low and high end of the national salary range for this position. Actual salaries may vary and may be above or below the range based on various factors including but not limited to work location, experience, and performance. The range listed is just one component of Care.com's total compensation package for employees. Other rewards may include annual bonuses and short- and long-term incentives. In addition, Care.com provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a generous 401K employer matching program, paid holidays, and paid time off (PTO). #LI-Hybrid