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. As an Etsy Inc. employee, whether a team member of Etsy, Reverb, or Depop, you will tackle unique, meaningful, and large-scale problems alongside passionate coworkers, all the while making a rewarding impact and Keeping Commerce Human.

What’s the role?

The Workforce Manager creates and manages systems to assist in meeting service level targets, track our workforce and provide visibility for internal stakeholders into staffing coverage by channel and topic area. They are also responsible for assisting in maintaining partner budgets and are primarily responsible to ensure that staffing is in line with available resources. 

This is a full-time position reporting to the Senior Manager, Partner Success. In addition to salary, you will also be eligible for an equity package, an annual performance bonus, and our competitive benefits that support you and your family as part of your total rewards package at Etsy. 

This role requires your presence in Etsy’s Mexico City office once or twice per week depending on your proximity to the office. Candidates living within commutable distance of our Mexico City office or in Guadalajara may be the first to be considered. Learn more details about our work modes and workplace safety policies here.

What does the day-to-day look like?

• Delivering insights on SLA and productivity performance trends and opportunity areas to team members and organizational stakeholders

• Serving as a subject matter expert for Workforce Management (forecasting, scheduling, real time adherence, reporting) 

• Monitoring hourly, daily and weekly SLA and productivity performance trends and identifying areas of opportunity

• Managing daily service levels through the analysis of intraday and historical performance

• Creating/improving processes, systems, and tools for workforce planning, such as: standardizing data and reporting, implementing organizational planning and design tools, creating headcount management processes, ensuring line of sight on headcount and resourcing decisions, managing relationship for workforce tools

• Managing Looker dashboards and create reports to deliver insights as needed 

• Working cross-functionally to assist leadership in translating our business strategy into a strategic workforce and headcount plan

• Assist workforce leadership in reviewing monthly, quarterly and annual budgets that account for forecasted volume and staffing needs, optimizing resources and identifying trade offs 

• Shared responsibility for Partner RTA Program Team Management and SOP building. 

• Of course, this is just a sample of the kinds of work this role will require! You should assume that your role will encompass other tasks, too, and that your job duties and responsibilities may change from time to time at Etsy's discretion, or otherwise applicable with local law.

Qualities that will help you thrive in this role are:

• 3+ years of workforce management/contact center experience

• Strong quantitative and analytical skills

• Fluency in both English and Spanish

• Excellent interpersonal skills, including strong listening, written and verbal communication with the ability to clearly and professionally communicate with others

• Experience with Workforce Management tools (Assembled, Verint, Teleopti, preferred), or experience with scheduling or analytical software

• Advanced Excel and/or GSuites skills and ability to build logical forecast models

• Experience with Looker, or similar BI tools

• Enable the organization to meet SLAs, agent utilization goals and cost targets by developing, maintaining and implementing accurate capacity plans that are aligned with our support strategy. 

What's Next

If you're interested in joining the team at Etsy, please share your resume with us and feel free to include a cover letter if you'd like. As we hope you've seen already, Etsy is a place that values individuality and variety. We don't want you to be like everyone else -- we want you to be like you! So tell us what you're all about.

Our Promise

At Etsy, we believe that a diverse, equitable and inclusive workplace furthers relevance, resilience, and longevity. We encourage people from all backgrounds, ages, abilities, and experiences to apply. Etsy is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If, due to a disability, you need an accommodation during any part of the interview process, please let your recruiter know. While Etsy supports visa sponsorship, sponsorship opportunities may be limited to certain roles and skills.