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Director Global Workforce Management
GoDaddy
Tempe, AZ, United States
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About GoDaddy
GoDaddy powers the world's largest cloud platform dedicated to small, independent ventures. With nearly 17 million customers worldwide and over 75 million domain names under management, GoDaddy is the place people come to name their idea, build a professional website, attract customers and manage their work. Our mission is to give our customers the tools, insights and the people to transform their ideas and personal initiative into success. To learn more about the company visit www.GoDaddy.com.
Global leader of workforce management supporting over 5,000 employees throughout our GoDaddy and other branded care operations. 25+ staff leading planning, forecasting, and real time workforce management in support of the entire care operation globally. Work closely with finance, business intelligence, operational leadership, and other stakeholders to meet customer service level expectations while delivering upon business goals.
Responsibilities
• Manage, supervise, and lead the Workforce team responsible for forecasting demand, headcount, scheduling, skilling, and performance management. Work to ensure this team is proactively working to meet service level agreements by staying in constant communication with business partners and international Care leadership.
• Responsible for hiring, ongoing training, coaching and development, and performance management with the Workforce Management team. Provide development and improve team skill set and performance over time.
• Provides oversight for multiple simultaneous international workforce related projects and ensures the team uses efficient processes with steps to ensure an accurate output. Allocates appropriate resources to all efforts and ensures initiatives are delivered on time. Accountable for accuracy and timeliness of all work completed
• Serves as primary point of contact for senior leadership in international Care and business partners. Maintain open lines of communication and manages relationships with these parties to ensure optimal performance.
• Communicate pertinent information about the day-to-day operation of the Workforce department as well as Care both verbally and in writing to senior leadership. Collaborate with multiple business partners on an ongoing basis.
• Identifies real time call volume interruptions and system outages that impact contact center performance. Escalates contact center interruptions to appropriate business continuity leaders in a timely fashion.
GoDaddy is proud to be an equal opportunity employer. We will not discriminate against any applicant or employee on the basis of age, race, color, creed, religion, sex, sexual orientation, gender, gender identity or expression, medical condition, national origin, ancestry, citizenship, marital status or civil partnership/union status, physical or mental disability, pregnancy, childbirth, genetic information, military and veteran status, or any other basis prohibited by applicable federal, state or local law. GoDaddy will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.
If you need assistance completing an application for a position with us, please reach out to our Recruiting Team at Recruiting@godaddy.com
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