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2024 Bascom 163A0427

Membership

Senior Manager, Workforce Management

Ort Plano, Texas, United States

Status Full-Time

ABOUT THE ROLE

The Senior Manager, Workforce Management (WFM) will be a part of the Planning & Optimization team supporting the Member Support leadership team located in Plano, TX.  You will partner with Member Support leadership and cross-functional teams to ensure we are meeting our members to provide them with world class support. Peloton is a fast-paced, innovative, and metric-driven company with a team that is passionate about delighting our members.  Within the Member Support and Supply Chain organization we are maniacal about optimizing our cost structure and ensuring a delightful member experience.  The ideal candidate will identify and recommend operational and support improvements to drive continuous improvement.

YOUR DAILY IMPACT AT PELOTON

  • Convert weekly staffing forecast (by queue/skill) into contacts by interval and then into staffing requirements by interval by channel (voice, chat, email) optimizing occupancy while achieving SLA targets
  • Drive contact allocation across the Member Support network (internal agents and outsourcing vendors) in coordination with Member Support leadership, Member Support Planning team, and Finance
  • Own and administer WFM tool(s), collaborating with Enterprise Technology to ensure that the tool is optimized to allow for maximum usage and benefit to Member Support organization
  • Provide feedback to the Planning team to ensure that data trends are considered and incorporated into contact forecasting and planning
  • Collaborate with Member Support Operations, and Learning and Development teams to enable coaching and training initiatives for frontline team members
  • Manage team of Real Time Analysts (RTAs) to monitor and drive adherence across all providers
  • Partner with internal operations and BPOs to respond to contact volume shifts, managing hours up or down as possible, moving breaks/meetings, calling AHOD (all hands on deck), etc.
  • Responsible for scheduling and shift bids for internal Member Support Agents and Supervisors
  • Work cross-functionally with training, HR, Member Support operations, telecom, Enterprise Technology, and FP&A
  • Validate all BPO invoices for accuracy to prevent over-billing and billing beyond agreed to hours
  • Drive regular reporting on key Member Support and contact center staffing and service metrics (contact volume, forecast vs actual, channel mix, hours, SLA, ASA, AHT, chat concurrency, shrink, utilization, occupancy)

YOU BRING TO PELOTON

  • 6+ years of contact center WFM experience
  • 3+ years of WFM management experience
  • Expert knowledge of leading WFM software platforms (Calabrio and Genesys a plus)
  • Previous experience with ACD reporting and administration experience required
  • Strong mathematical, analytical, communication, and organization skills required
  • Excellent communicator, able to distill and present findings in succinct presentations to partners and executive leadership
    • Capable of managing multiple projects and prioritize deadlines within the team

#LI-MS1

ABOUT PELOTON:

Peloton (NASDAQ: PTON), provides Members with expert instruction, and world class content to create impactful and entertaining workout experiences for anyone, anywhere and at any stage in their fitness journey. At home, outdoors, traveling, or at the gym, Peloton brings together immersive classes, cutting-edge technology and hardware, and the Peloton App with multiple tiers to personalize the Peloton experience [with or without equipment]. Founded in 2012 and headquartered in New York City, Peloton has millions of Members across the US, UK, Canada, Germany, Australia, and Austria. For more information, visit www.onepeloton.com.

At Peloton, we motivate the world to live better. “Together We Go Far” means that we are greater than the sum of our parts, stronger collectively when each one of us is at our best. By combining hardware, software, content, retail, apparel, manufacturing, Member support, and so much more, we deliver an exhilarating fitness experience that unlocks our members' greatness. Join our team to unlock yours.

Peloton is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. Equal employment opportunity has been, and will continue to be, a fundamental principle at Peloton, where all team members, applicants, and other covered persons are considered on the basis of their personal capabilities and qualifications without discrimination because of race, color, religion, sex, age, national origin, disability, pregnancy, genetic information, military or veteran status, sexual orientation, gender identity or expression, marital and civil partnership/union status, alienage or citizenship status, creed, genetic predisposition or carrier status, unemployment status, familial status, domestic violence, sexual violence or stalking victim status, caregiver status, or any other protected characteristic as established by applicable law. This policy of equal employment opportunity applies to all practices and procedures relating to recruitment and hiring, compensation, benefits, termination, and all other terms and conditions of employment.  If you would like to request any accommodations from application through to interview, please email: applicantaccommodations@onepeloton.com

Please be aware that fictitious job openings, consulting engagements, solicitations, or employment offers may be circulated on the Internet in an attempt to obtain privileged information, or to induce you to pay a fee for services related to recruitment or training. Peloton does NOT charge any application, processing, or training fee at any stage of the recruitment or hiring process. All genuine job openings will be posted here on our careers page and all communications from the Peloton recruiting team and/or hiring managers will be from an @ onepeloton.com  email address. 

If you have any doubts about the authenticity of an email, letter or telephone communication purportedly from, for, or on behalf of Peloton, please email  applicantaccommodations@onepeloton.com  before taking any further action in relation to the correspondence.

Peloton does not accept unsolicited agency resumes. Agencies should not forward resumes to our jobs alias, Peloton employees or any other organization location. Peloton is not responsible for any agency fees related to unsolicited resumes.

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