Careers

Senior Manager, Work Force Management (Remote)

Senior Manager, Work Force Management (Remote)

What we do

Our mission is to reimagine financial systems so every growing company can realize their full potential. At our core, we are a tech company, disrupting long-entrenched institutions with better technology and products that serve the needs of our customers. By combining financial services and software tools, we are realizing a vision to be the financial operating system for growing businesses.

Working at Brex allows you to push your limits, challenge the status quo and collaborate with some of the brightest minds in the industry. Our team comes from a wide range of backgrounds both from large institutions and small startups. We value combining these diverse viewpoints to solve hard challenges!

Why work here

We are committed to building a diverse team and inclusive culture and believe your potential should only be limited by how big you can dream. At Brex, we make this a reality by empowering employees with the tools, resources and support to grow their career. It takes the same effort to dream big or dream small, so we say, “Dream Big!”

Customer Experience at Brex

The Customer Experience (CX) team provides our customers with constant, live support as they build and grow their businesses. Our team is a passionate group that understands how to give customers a seamless support experience. In communication with our customers daily, we have the opportunity to provide insights and feedback, as well as identify process improvements to our partner teams—sales, products, operations, and engineering. We prioritize customer retention, which we accomplish by keeping high standards for how we serve our customers and making sure they leave every conversation satisfied and inspired.

Operations at Brex

The Operations team is the bridge between our product and our customers. Our priority is to keep our customers happy and their businesses protected while delivering vital information back to our internal teams. We are responsible for underwriting all of our customers, while simultaneously managing Brex’s risk exposures. We work cross-functionally with Risk, Compliance, Data, and Engineering to allow Brex to scale efficiently, keeping quality top of mind.

What you'll do

As the Sr. Manager of Workforce Management, you will lead a growing team of analysts responsible for developing and executing the strategic staffing plan across our CX and Operations teams including in-house teams as well as any third-party partner resources. The WFM team currently consists of Capacity Planning, Scheduling, and Real-Time Analyst functions but could expand over time as the needs of the Operations team expand. You will be heavily involved in the day-to-day operation of these crucial functions providing support, guidance, coaching, and development to the team. Additionally, as a member of the Operations leadership team, you will develop and execute individual, team, and cross-functional initiatives aligned with our company objectives. 

Responsibilities

  • Build a world-class full-cycle WFM team
  • Partner with cross-functional stakeholders to develop scenario-based strategic staffing plans that enable us to stay ahead of Brex’s growth in both size and complexity
  • Own the timely and accurate execution of the short-term staffing plan including; Short-term forecasts, new hire schedules, shift rotations, channel coverage strategies, holiday staffing, OT/VTO management, equipment management, etc.
  • Develop and monitor KPIs related to customer and employee experience such as; SLA’s, AHT, Shrink, Occupancy, concurrency, etc. Driving awareness to performance gaps and developing plans to correct
  • Collaborate with cross-functional stakeholders on the development of scalable processes to support the continued growth of Brex’s operations
  • Collaborate on the development of complex multi-channel routing strategies, ensuring appropriate data collection and measurement mechanisms are in place to support WFM needs.
  • Act as DRI for initiatives related to WFM, CX, and/or Operations performance
  • Act as the primary POC for third-party tools and technology

Requirements

  • 7+ Years of WFM experience
  • 3+ Years leading a WFM team supporting multi-site, multi-channel operations
  • Strong focus on coaching and development
  • Ability to simultaneously manage individual projects as well as delegated responsibilities
  • Ability to travel internationally

Bonus Points

  • Understanding of the Credit and/or Financial Services industry
  • Multi-national site experience
  • Experience managing a BPO partner
  • Experience with the Teleopti (Calabrio) WFM Suite

Careers

Senior Manager, Work Force Management (Remote)

Senior Manager, Work Force Management (Remote)

What we do

Our mission is to reimagine financial systems so every growing company can realize their full potential. At our core, we are a tech company, disrupting long-entrenched institutions with better technology and products that serve the needs of our customers. By combining financial services and software tools, we are realizing a vision to be the financial operating system for growing businesses.

Working at Brex allows you to push your limits, challenge the status quo and collaborate with some of the brightest minds in the industry. Our team comes from a wide range of backgrounds both from large institutions and small startups. We value combining these diverse viewpoints to solve hard challenges!

Why work here

We are committed to building a diverse team and inclusive culture and believe your potential should only be limited by how big you can dream. At Brex, we make this a reality by empowering employees with the tools, resources and support to grow their career. It takes the same effort to dream big or dream small, so we say, “Dream Big!”

Customer Experience at Brex

The Customer Experience (CX) team provides our customers with constant, live support as they build and grow their businesses. Our team is a passionate group that understands how to give customers a seamless support experience. In communication with our customers daily, we have the opportunity to provide insights and feedback, as well as identify process improvements to our partner teams—sales, products, operations, and engineering. We prioritize customer retention, which we accomplish by keeping high standards for how we serve our customers and making sure they leave every conversation satisfied and inspired.

Operations at Brex

The Operations team is the bridge between our product and our customers. Our priority is to keep our customers happy and their businesses protected while delivering vital information back to our internal teams. We are responsible for underwriting all of our customers, while simultaneously managing Brex’s risk exposures. We work cross-functionally with Risk, Compliance, Data, and Engineering to allow Brex to scale efficiently, keeping quality top of mind.

What you'll do

As the Sr. Manager of Workforce Management, you will lead a growing team of analysts responsible for developing and executing the strategic staffing plan across our CX and Operations teams including in-house teams as well as any third-party partner resources. The WFM team currently consists of Capacity Planning, Scheduling, and Real-Time Analyst functions but could expand over time as the needs of the Operations team expand. You will be heavily involved in the day-to-day operation of these crucial functions providing support, guidance, coaching, and development to the team. Additionally, as a member of the Operations leadership team, you will develop and execute individual, team, and cross-functional initiatives aligned with our company objectives. 

Responsibilities

  • Build a world-class full-cycle WFM team
  • Partner with cross-functional stakeholders to develop scenario-based strategic staffing plans that enable us to stay ahead of Brex’s growth in both size and complexity
  • Own the timely and accurate execution of the short-term staffing plan including; Short-term forecasts, new hire schedules, shift rotations, channel coverage strategies, holiday staffing, OT/VTO management, equipment management, etc.
  • Develop and monitor KPIs related to customer and employee experience such as; SLA’s, AHT, Shrink, Occupancy, concurrency, etc. Driving awareness to performance gaps and developing plans to correct
  • Collaborate with cross-functional stakeholders on the development of scalable processes to support the continued growth of Brex’s operations
  • Collaborate on the development of complex multi-channel routing strategies, ensuring appropriate data collection and measurement mechanisms are in place to support WFM needs.
  • Act as DRI for initiatives related to WFM, CX, and/or Operations performance
  • Act as the primary POC for third-party tools and technology

Requirements

  • 7+ Years of WFM experience
  • 3+ Years leading a WFM team supporting multi-site, multi-channel operations
  • Strong focus on coaching and development
  • Ability to simultaneously manage individual projects as well as delegated responsibilities
  • Ability to travel internationally

Bonus Points

  • Understanding of the Credit and/or Financial Services industry
  • Multi-national site experience
  • Experience managing a BPO partner
  • Experience with the Teleopti (Calabrio) WFM Suite