PLEASE NOTE: This is a temporary contractor assignment managed by Magnit.
 

Millions of people around the world come to our platform to find creative ideas, dream about new possibilities and plan for memories that will last a lifetime. At Pinterest, we’re on a mission to bring everyone the inspiration to create a life they love, and that starts with the people behind the product.

Discover a career where you ignite innovation for millions, transform passion into growth opportunities, celebrate each other’s unique experiences and embrace the flexibility to do your best work. Creating a career you love? It’s Possible.

At Pinterest, AI isn't just a feature, it's a powerful partner that augments our creativity and amplifies our impact, and we’re looking for candidates who are excited to be a part of that. To get a complete picture of your experience and abilities, we’ll explore your foundational skills and how you collaborate with AI.

Working Requirements & Disclosures: 

• This is a remote position which can be based anywhere in the US, but ability to work M-F 8:30am-5pm in Eastern time is required 
• The candidate who fills this role will be sporadically exposed to sensitive and/or egregious content and terminology
• Consultants will not qualify for this role 

We’re looking for a Workforce Management professional with a strong background in capacity planning, stakeholder management, and process management to join the Workforce Management team within the Trust & Safety organization.  This is an individual contributor role that’ll own the real-time, short-term, and long-term capacity planning function for a variety of specialized cross-functional teams across multiple geographies.  The capacity planning role is a highly collaborative one, requiring the ability to build strong and productive relationships across a diverse set of cross-functional teams (Operations, Product, Engineering, Vendor Management, Quality, Training, Policy, other data teams etc.).  This is a high-visibility, high-impact position that’ll play a direct role in helping to safeguard our users and platform.

Responsibilities:

• Manage and process capacity requests received through Jira from XFN teams
• Track and continuously update headcounts by team, location, and skillset for both internal and BPO staff
• Perform demand analysis, ensuring an understanding of volume and AHT fluctuations and changes
• Create and update week-over-week capacity plans to allocate staff to forecasted demand, flagging any gaps in coverage, and providing recommendations to solve 
• Utilize excess staff by maintaining a steady pipeline of ad-hoc work
• In partnership with the Vendor Management teams, work directly with our BPOs to align on productivity and scheduling expectations
• Queue governance: ensure queues are categorized correctly and assigned to the correct skill groups, making changes and updates as needed
• Provide live-monitoring of BPO throughput and real-time WFM support during incidents and escalations, as well as in XFN slack channels
• Attend XFN meetings and weekly BPO business reviews, capturing relevant content to share out with the broader WFM team 
• Present capacity updates to leadership and XFNs
• Log incidents and issues affecting staffing and workload
• Support the annual budget process by creating long-range staff plans 1+ year out
• Run capacity and footprint scenarios to increase efficiency and optimize staff / cost
• Adjust the AHT forecast based on staff tenure & skill level
• Perform RCA of variance to capacity forecast and misses in productivity and TAT targets
• Align BPO schedules to daily and interval-level demand
• Leverage our AI tools to design, accelerate, and simplify processes 
• Other duties as assigned to support the WFM function

Required Skills / Experience:

• 4+ years of Workforce Management experience, specifically in short-term and long-term capacity planning for back-office / non-voice operational teams
• 4+ years of process management and improvement experience
• Thorough understanding of capacity math (turning workload into FTE requirements), and workforce metrics (AHT, Shrinkage, TAT, MAPE, Occupancy, etc.) 
• Proficiency Google Suite: docs, sheets, charts, complex formulas, connecting and importing data
• Meticulous attention to detail is required to maintain a high bar of quality
• Comfortable and confident presenting in front of leadership and large audiences + working directly with BPOs
• Ability to navigate ambiguity and maintain high productivity in a startup environment where tools and processes are not yet established
• Proficiency in Slack functionality with ability to manage intraday requests and communications from a large number of slack channels
• Situational task management skills: able to work under pressure in a fast-paced environment while pivoting quickly to changing priorities
   

Bonus Points:

• Experience with backlog forecasting
• Trust & Safety experience
• WFM real-time / live support experience 
• SQL
• Experience working in Zendesk

Benefits Offered: Medical, Dental, Vision, 401K

Magnit Global (the operator of this Talent Community) is a global leader of contingent talent services. Our success and our clients’ success are built on a foundation of service excellence. We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other applicable legally protected characteristic. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law, including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Unincorporated LA County workers: we reasonably believe that criminal history may have a direct, adverse and negative relationship with the following job duties, potentially resulting in the withdrawal of a conditional offer of employment: client provided property, including hardware (both of which may include data) entrusted to you from theft, loss or damage; return all portable client computer hardware in your possession (including the data contained therein) upon completion of the assignment, and; maintain the confidentiality of client proprietary, confidential, or non-public information. In addition, job duties require access to secure and protected client information technology systems and related data security obligations.