Manager, Workforce Management at Favor

Texas, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Customer Support, Contact CenterIndustries

Requirements

A relevant degree (or comparable formal training, certification, or work experience)
7+ years of experience in a workforce planning, capacity management, and strategic scheduling role within a support contact center environment
5+ years of experience in a Workforce Management role

Responsibilities

Own and manage the full workforce management cycle, including forecasting, capacity planning, scheduling, real-time monitoring, and reporting for Favor contact center teams (onshore and offshore) across Phone, Chat, Email, and Tickets
Lead analysis of historical volume trends across all contact channels to generate short- and long-term demand forecasts supporting staffing and operational planning
Review and translate forecasts into actionable staffing models aligning with SLAs, productivity goals, and budgets
Evaluate, design, and propose efficient Specialist schedules; own and manage the shift bid process (up to several times per year) to ensure coverage meets demand fluctuations
Review, recommend, and implement workflows/staffing models for higher efficiency, lowered cost, and better agent utilization
Own and oversee the hourly team member PTO process (approvals/denials) based on capacity, balancing business coverage and team flexibility
Proactively identify needs for overtime (OT) or voluntary time off (VTO) based on demand; manage reporting and tracking of hours for operational efficiency and cost control
Directly manage, coach, and support a team of Workforce Management Real-Time Coordinators, providing feedback, development, performance assessments, and fostering a culture of excellence and accountability
Guide and mentor Coordinators for clear communication and alignment on initiatives impacting volume, process updates, and connecting long-term forecasts to intraday execution
Collaborate with Coordinators to improve real-time strategies and intraday responsiveness using forecasting and scheduling insights
Partner closely with offshore BPO WFM team to achieve shared goals, maximizing productivity and performance
Work with Support Leadership, Training, QA, Experience, and Systems teams to plan for projects, offline sessions, and seasonal ramp periods
Provide detailed reports, dashboards, and trend analysis to inform executive decision-making and drive continuous improvement
Serve as an operational thought partner to identify process gaps, inefficiencies, and improvements in the workforce plan, driving changes to enhance performance
Support other workforce management initiatives and special projects as needed

Skills

Key technologies and capabilities for this role

Workforce ManagementForecastingCapacity PlanningSchedulingReal-time MonitoringReportingContact Center OperationsVolume Trend AnalysisStaffing ModelsShift Bid ManagementService Level AgreementsData Analysis

Questions & Answers

Common questions about this position

What does the Manager, Workforce Management role entail?

The role involves owning the full workforce management cycle including forecasting, capacity planning, scheduling, real-time monitoring, and reporting for Favor's contact center teams across onshore and offshore locations.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What is the salary or compensation for this role?

This information is not specified in the job description.

Who does this position report to?

You will report directly to the Senior Manager of Support Operations.

What team leadership responsibilities are involved?

You will directly manage, coach, and support a team of Workforce Management Real-Time Coordinators, providing feedback, development opportunities, performance assessments, and fostering a culture of excellence and accountability.

Favor

On-demand delivery service connecting local businesses

About Favor

Favor Delivery operates in the on-demand delivery market, primarily in Texas, providing a variety of products from food and beverages to everyday essentials directly to customers' homes. The service partners with local businesses, such as restaurants and retail stores, to offer a diverse selection of items. Favor Delivery targets busy professionals, families, and individuals who value the convenience of delivery over shopping in person. The company stands out from competitors like DoorDash and Uber Eats by focusing on hyper-local markets and building strong relationships with local businesses while also supporting community initiatives, including promoting Black-owned businesses and LGBTQI communities. Favor generates revenue through delivery fees charged to customers, service fees from partner businesses, and promotional partnerships with local brands.

Austin, TexasHeadquarters

2013Year Founded

$34MTotal Funding

SERIES_BCompany Stage

Social Impact, Consumer GoodsIndustries

1,001-5,000Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

401(k) Retirement Plan

401(k) Company Match

Unlimited Paid Time Off

Paid Vacation

Professional Development Budget

Flexible Work Hours

Risks

Increased competition from DoorDash and Uber Eats threatens Favor's market share in Texas.

Rising operational costs, including fuel and labor, may impact Favor's profitability.

Dependence on H-E-B poses a risk if partnership dynamics change or H-E-B develops its own platform.

Differentiation

Favor focuses on hyper-local markets within Texas, fostering strong local business relationships.

The company actively supports community initiatives, resonating with socially conscious consumers.

Favor's exclusive partnership with H-E-B enhances its grocery delivery offerings.

Upsides

Favor's H-E-B Now feature offers fast grocery delivery with no fees on orders over $25.

The company's community support initiatives strengthen its brand loyalty among Texans.

Favor's Order-In Experts program enhances customer engagement and local cuisine discovery.

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